Customer Success Executive

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.

Reporting

• Provide sales/marketing and administration reports within the agreed standards.
• Feedback information, suggestions, recommendations to purchasing patterns, product portfolio and marketing performance.

General

• 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.