Prolec-GE Waukesha, Inc
Commerical Support Leader
Prolec-GE Waukesha, Inc, Dallas, Texas, United States, 75215
JOB SUMMARYThe Commercial Support Leader will be responsible for leading/managing the internal customer support specialist (CSS) team with respect to commercial operations and its interface with customers. The Commercial Support Leader will review customer specifications, assist in determining and understanding client equipment needs, and provide the support necessary to the Commercial Development Managers to respond to Customer inquiries in an efficient manner. Diligently manage sales support duties and KPIs to achieve specific sales goals with highest priority placed on orders entered, and gross margin objectives.PRINCIPLE DUTIES AND RESPONSIBILITIES
Lead the CSS team to perform the following processes: Quoting, Order Processing and Fulfillment, Customer Service and support to warranty claims for the different customers/market segments we attend in an effective and efficient manner.Maintain scorecards with main KPIs for the above processes.Manage our contact kit inventory and its replenishment.Manage Personnel matters (vacations, overtime, development, performance, training, etc.)Lead team in reviewing Customer specifications and requests, generating proposals based on Engineering and Product knowledge.Work with Customers once sales opportunity is identified to understand and assess equipment needs, managing the team's quote activity and making recommendations as needed based on specific application.Balance workload for CSS team for the different end user markets / product lines.Provide excellent customer service, including technical support, as needed. Engage with customer in post-sales activity.Act as technical resource for the CSS team when responding to Customer inquiries for existing products and lead team in processing quote requests and orders with efficiency.Coordinate with internal and external sales team to proactively engage with customers, KAMs, Product Specialists and Channel Partners with marketing collateral and product training.Collaborate closely with Sales, Commercial Development, Operations, and Engineering to ensure that pricing/margin structures are appropriate.Technically support social media, marketing, website promotional activities, and online store development in order to drive new opportunities for the Company.Regularly collect and provide direct Customer feedback on price, lead-time, feature, function, and benefits of existing/new product offerings with focus on comparing current offerings against competitors using a set collection of metrics.Oversee and support key accounts, blanket PO's, and contract negotiations.Work with Quality team to help resolve warranty issues while maintaining customer relationship.Assist accounts receivable with past due invoices.Continuously seek to improve our commercial processes, meeting the quality system requirements.Oversee order entry and contract fulfillment including selling terms and conditions for the LTC training program.KNOWLEDGE, SKILLS & ABILITIES
Excellent verbal and written communication skills in English.Customer/Client focusTechnical CapacitySelf-motivated, a positive attitude, and dynamic personality.Problem solving/analysisStrong organizational skills are essential.Proficient with MS Office Suite (Word, Outlook, Excel, Visio).SAPEDUCATION AND EXPERIENCE
Required Education / ExperienceBachelor's Degree in Engineering3-5 years sales and customer service experienceTechnical and analytical aptitudePreferred Education / ExperienceBSEE Power Systems emphasisE-Commerce and Content Marketing experienceRequired Competencies
Work StandardsContinuous ImprovementInitiating ActionAdaptabilityContributing to Team SuccessManaging Work - (includes Time Management)Continuous LearningCommunicationPreferred Competencies
Building Customer LoyaltyADDITIONAL INFORMATION
Key Working RelationshipsOperations, Engineering, Sales, Human Resources, Service, MarketingPhysical DemandsMust be able to sit and stand for extended periods of time. Ability to travel by airplane and car.Working ConditionsShop floor and office environment.Prolec-GE Waukesha, Inc. is an equal opportunity employer and makes employment decisions without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, protected veteran status, or any other reason prohibited by applicable law.
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Lead the CSS team to perform the following processes: Quoting, Order Processing and Fulfillment, Customer Service and support to warranty claims for the different customers/market segments we attend in an effective and efficient manner.Maintain scorecards with main KPIs for the above processes.Manage our contact kit inventory and its replenishment.Manage Personnel matters (vacations, overtime, development, performance, training, etc.)Lead team in reviewing Customer specifications and requests, generating proposals based on Engineering and Product knowledge.Work with Customers once sales opportunity is identified to understand and assess equipment needs, managing the team's quote activity and making recommendations as needed based on specific application.Balance workload for CSS team for the different end user markets / product lines.Provide excellent customer service, including technical support, as needed. Engage with customer in post-sales activity.Act as technical resource for the CSS team when responding to Customer inquiries for existing products and lead team in processing quote requests and orders with efficiency.Coordinate with internal and external sales team to proactively engage with customers, KAMs, Product Specialists and Channel Partners with marketing collateral and product training.Collaborate closely with Sales, Commercial Development, Operations, and Engineering to ensure that pricing/margin structures are appropriate.Technically support social media, marketing, website promotional activities, and online store development in order to drive new opportunities for the Company.Regularly collect and provide direct Customer feedback on price, lead-time, feature, function, and benefits of existing/new product offerings with focus on comparing current offerings against competitors using a set collection of metrics.Oversee and support key accounts, blanket PO's, and contract negotiations.Work with Quality team to help resolve warranty issues while maintaining customer relationship.Assist accounts receivable with past due invoices.Continuously seek to improve our commercial processes, meeting the quality system requirements.Oversee order entry and contract fulfillment including selling terms and conditions for the LTC training program.KNOWLEDGE, SKILLS & ABILITIES
Excellent verbal and written communication skills in English.Customer/Client focusTechnical CapacitySelf-motivated, a positive attitude, and dynamic personality.Problem solving/analysisStrong organizational skills are essential.Proficient with MS Office Suite (Word, Outlook, Excel, Visio).SAPEDUCATION AND EXPERIENCE
Required Education / ExperienceBachelor's Degree in Engineering3-5 years sales and customer service experienceTechnical and analytical aptitudePreferred Education / ExperienceBSEE Power Systems emphasisE-Commerce and Content Marketing experienceRequired Competencies
Work StandardsContinuous ImprovementInitiating ActionAdaptabilityContributing to Team SuccessManaging Work - (includes Time Management)Continuous LearningCommunicationPreferred Competencies
Building Customer LoyaltyADDITIONAL INFORMATION
Key Working RelationshipsOperations, Engineering, Sales, Human Resources, Service, MarketingPhysical DemandsMust be able to sit and stand for extended periods of time. Ability to travel by airplane and car.Working ConditionsShop floor and office environment.Prolec-GE Waukesha, Inc. is an equal opportunity employer and makes employment decisions without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, protected veteran status, or any other reason prohibited by applicable law.
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