Title: Inbound Sales Officer
Report to: Inbound Sales Team Leader
Department: PT
Location: Shanghai
Role Description:
The inbound sales advisor role is to operate as first point of contact for Linde Gases customers in relation to order placement and order related queries. To provide a high level of customer service at all times to internal and external customers. To work as part of a team to achieve performance targets both within the CSC and Area teams and within the framework of the Area/CSC service level agreement.
Primary Responsibility:
Efficient resolution of each customer query maximising the customer experience their key
To place telephone orders accurately including emergency deliveries and standing orders
To place orders received via email, fax and correspondence
Operate within Area and CSC KPI’s using on-line knowledge base as reference
To provide adequate cover through flexible working to cover the hours of 8.00 am to 6.00 pm, weekends and holidays
To resolve queries related to order placement and order related issues in a timely manner both directly from customers and via other internal departments
To identify and record on Telequery complex queries and transfer as appropriate
To liaise with branches on delivery and order related issues e.g. to facilitate emergency deliveries,
customer special requirements etc.Making outbound calls to customers where appropriate e.g. return orders and shortages
To work closely with Telebusiness in order to participate in sales campaigns and lead generation by utilising the opportunity of contact with customers to make them aware of product/services available
To identify sales opportunities and offer services where appropriate to niche markets e.g. equipment
To identify potential lost business through customer cylinder returns by flagging issues via Telequery to sales support in order to reduce customer churn
To liaise with other CSC departments with regard to query and credit management issues e.g. credit limits and Dunning levels
To effectively log and e-mail all global enquiries
To effectively log and assign telequeries
To take on championship roles where appropriate
To act as a peer coach in offering advice and guidance to less experienced colleagues in line with defined processes and procedures
To deal effectively with customer complaints, escalating in line with relevant procedures
To promote direct debit as the preferred method of payment whilst also efficiently facilitating payment by other methods such as credit cards
To effectively maintain customer account details on an ongoing basis by updating missing or incorrect data such as contact details
Monitor and manage container movement by controlling F4E ensure the cylinder operation is under
company cylinder mgt policyTo action cylinder adjustments at point of order (e.g. PGI error) to ensure maximisation of revenue
opportunities
Required key skills (functional/technical):
Customer Focus
Excellent telephone manner
Ability to work at pace/under pressure without error
Product knowledge, safety and technical information across wide product range
Area knowledge of service offers
Networking skills
Sales/opportunity spotting skills
System knowledge (SAP, Telequery, supply options, outlook)
Keyboard skills
Required Qualification:
Typically 2+ years experience in commercial/ customer service, or related functions
Excellent oral and written communications skills
Good interpersonal skill
SAP knowledge, an understanding of basic accounting knowledge is desirable
Available to accept flexible working hours
English skill
Accuracy and high concentration skills
If you’re interested in this position, please submit your CV to hr.china@linde.com.
如您有兴趣申请此一职位，请提交您的申请及个人简历至hr.china@linde.com，谢谢