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Customer Success Executive

Date:  May 11, 2022

Seoul, KR

Job Function:  Commercial
Business Unit:  NanoAnalysis

At Oxford Instruments, we enable the world’s leading industrial companies and scientific research communities to image, analyse and manipulate materials down to the atomic and molecular level. With a sixty-year history, and fourteen Queen’s Awards for Enterprise, our world-class products and technologies are helping our customers to address the greatest challenges of the 21st century.



Primary Purpose:

To plan and manage all activities relating to the sale, supply and support of contracts, training and system upgrades including the delivery of successful promotional programmes and campaigns in Korea, utilising telemarketing and web-based activities for all BU’s present in the Korea Office.

To identify and develop influential relationships with significant current and potential customers in order to fully understand their needs, using this to facilitate both increased sales of current products.

To support the achievement of budgeted sales (value and volume), product mix.

To provide an administrative service to the Korea Sales Team; operating with minimum supervision and showing flexibility and the ability to prioritise.


Key responsibilities:

Order management

  • To provide monthly forecast for sales of contracts, training and upgrades.
  • To manage the order process including packing, shipment and invoicing / debt collection.
  • Responsible for the review of all Terms and conditions in contracts.

Product Promotion and Sales

  • To handle customer enquiries.
  • To plan and co-ordinate the delivery of successful promotional programmes and campaigns in Korea, utilising telemarketing and web-based activities. Extensive customer contact via phone as well as coordinating all aspects of communication to customer with the objective of increasing contracts, training and upgrade revenue.
  • To identify and engage with key customer accounts, both current and potential to define current and future contract (training / warranty) and upgrade requirements.
  • To establish best practice promotion methodologies across territory.
  • Attend customer meetings and conferences for the promotion of CTU.
  • Maintain good customer and OEM relationships, providing regular contact and developing self as technical “go to person” within the industry and projecting a professional and competent image of Oxford Instruments and its products at all times
  • Work with Business Managers to develop and maintain support agreement sales procedures and ensure effective communications within Oxford Instruments that increase support agreement orders.
  • Convert warranty customers to support agreements, keeping current support agreements in place.
  • Follow up on open quotes.
  • Conducting campaigns for specific service opportunities.
  • Input to one or more databases and other records to track leads, quotes sales and other activities necessary for the sale of support agreements and measurement of effectiveness.
  • Provide input to accounting department to assure proper support agreement billing (credits).
  • Maintain databases and other records and generate reports demonstrating results of support agreement sales efforts.
  • Collect and compile competitive support agreement information.
  • Provide support agreement information to colleagues such as sales teams, service engineers, accounting and administrative people as required.
  • Proactively identify issues and develop thorough and well-defined recommendations and integrate solutions to meet customer requirements and expectations regarding support agreements.
  • Contribute to the development of new support agreement products.
  • Review, make recommendations, and implement changes to the daily operations, procedures, and policies.
  • Responsible for the timely publishing of Key Performance Indicator Reports in agreed formats.
  • Point of contact for customers on delivery dates.
  • Interface with parent organization for issues relating to open orders, delivery schedule, and backlog.
  • Responsible for the daily management of administration functions including first line telephone support, order entry, billing, and customer database management.
  • Assist with inventory management for all business inventory.
  • Identifies and prepares routinely or on a project basis reports for management on the state of the business (inventory, calls handled, phone traffic, scheduling, etc.).
  • Maintain an accurate and up to date CRM.
  • Operate at all times in accordance with health and safety at work legislation
  • Undertake any other tasks or responsibilities in line with the scope and level of responsibility of the role, which might reasonably be required.
    Customer Contact
  • Communicate with customers in a timely manner.
  • Promote a positive image of Oxford Instruments in all communications with customers, microscope manufacturers and OEMs, whether in person, by telephone or in writing.
  • Ensure that the customer is kept up to date with latest product and service information.
  • Provide sales/marketing and administration reports within the agreed standards.
  • Feedback information, suggestions, recommendations to purchasing patterns, product portfolio and marketing performance.
  • Maintain and develop knowledge of assigned products and their common applications, undertaking appropriate training where necessary.
  • Support marketing / sales, furnishing leads for system sales, upgrades, support contracts and other market intelligence whilst in contact with the customer.
  • Assist in knowledge transfer by training customers and other company employees when required.
  • Perform work safely at all times, maintaining an up to date knowledge of health & safety requirements and operating in accordance with health and safety at work legislation.
  • Participate in training and development activities as required.
  • Undertake any other tasks or responsibilities in line with the scope and level of responsibility of the post, which might reasonably be required.

Main working relationships

  • Works closely with sales representatives and management.
  • Works closely with customers.
  • In addition to the above described duties, the post holder may be requested to perform other related duties.



All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability.


Note to recruitment agencies: Oxford Instruments operates a Preferred Supplier List, and we do not accept unsolicited agency CVs. Please do not forward candidate details in response to this advert, or to any Oxford Instruments employees or other company locations. Oxford Instruments is not responsible for any fees related to unsolicited CVs.