Sales Support Account Manager
Thermo Fisher Scientific 844 reviews - Tewksbury, MA

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The Sales Support Account Manager is assigned to a geographical region and maintains positive customer relationships both before and after the sale. This position provides territory support to Regional Sales Managers, Manufacturing and Direct Sales Reps, and can have a direct impact on sales revenues and profit margins. Responsibilities include development of strong working relationships with all departments both internally and externally to ensure we meet or exceed customer expectations and sales goals. Keen understanding of sales and customer relationship development and management, strong attention to detail and problem solving skills in a fast paced environment are required.

Key Responsibilities:
Responds to all inquiries from Customers and Sales and acts as the point of contact for all issues related to order fulfillment, including pricing schedules/pricing changes, legal & contractual obligations, finance terms and delivery timelines

Coordinate assigned inventory pool for customer validation and customer care situations; influence production and shipping schedules in accordance with customer requirements

Provide high level of customer service through outbound communication and systematic customer reviews

Champion supply chain and production issues which may negatively affect the assigned sales territory. Proactively work with internal departments to overcome delivery and parts shortages, and represent in-house sales and customer voice

Develop high levels of account knowledge and alert field sales to potential new business opportunities or opportunities to upgrade existing customers to new products

Submit sales proposals and quotations, and respond to government bidding opportunities

Resolve shipping and invoicing issues

Lead the customer first attitude with exemplary customer understanding, communication and responses

Participate in internal PPI programs to improve sales operations and customer care initiatives

Monitor customer satisfaction levels through outbound calls and surveys. Identify and track customer satisfaction issues, and utilize excellent customer care skills to communicate and manage customer satisfaction concerns

Act as the customer advocate for issues relating to service, sales, product quality, finance and other departments, and represent department on internal teams and policy implementation

Document and communicate current sales and field support policies and procedures

Assist with closure of overdue sales tasks and monitor inside sales activities within territory

Maintain high levels of product, technical and application knowledge

Other duties as assigned by manager

Minimum Requirements/Qualifications:
Energetic and innovative approach to sales issues and customer concerns

A natural problem solver with tenacity, collaborative work-style and positive attitude

Strong cross-functional skills with the determination to solve customer issues.

Team player who assists peers with territory coverage during peak periods

Strong technical or scientific aptitude

Strong knowledge of CRM and ERP systems is required

Non-Negotiable Hiring Criteria:
4-7 years in a Sales Support, Sales Operations or Customer Service role

Bachelor of Science in Business or Technical field

Excellent customer services skills, including communication, attitude and positive role model behavior

Must be able to multi-task and handle multiple accounts at any given time

About this company
844 reviews
As the world’s leader in serving science, at Thermo Fisher Scientific, our professionals develop critical solutions—and build rewarding...