MISSION

The Service Sales Specialist must provide excellent customer service, be detail oriented and work with field staff and internal staff to promote and sell service to a selected group of customers and prospects that will be determined by management. Utilizes a combination of selling techniques, including a value based selling process, including email campaigns, phone calls, and customer meetings to achieve service revenue goals. Is organized, a self-starter, works independently and within a team environment, maintains administrative duties, and documents all activities in Salesforce.com. This individual serves as a subject matter expert on service offerings is organized and maintains established planning, administrative, and reporting systems through CRM and CSI.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Sales

• Achieves or exceeds assigned quarterly target. This will be done by calling upon prospects, existing customers, or open sales territories, as assigned by management.
• Responsible for adhering to customer contact metrics, assigned by management, including but not limited to proactive outbound sales calls, teams' meetings, and emails.
• Records all customer touch points in Gilson's CRM program daily.
• Responsible for Social Selling as a prospecting tool and promotion of Gilson products and services
• Generates and enters leads in Gilson's CRM program by researching and maintaining current knowledge of existing and potential accounts and their key personnel.
• Uses sales techniques including a value based selling process and tools to uncover needs and provide the appropriate solution.
• Develops quotations by following Sales and Service pricing guidelines. The intent is to maximize both sales revenue and profitability.
• Researches and maintains current knowledge and familiarity with competing products, pricing, and competitors' marketing practices
• Prioritizes and responds to all customer inquiries within 4 business hours
• Follows up on assigned hot leads within 4 hours and warm leads within 24 hours. Reassigns hot and warm leads to appropriate product sales team a minimum 4x/day.
• Utilizes common prospecting tactics including but not limited to outbound phone calls, emails and social media.
• Engage in multitasking to complete multiple tasks that are all aligned to the same outcome to effectively take care of customers.
• Possess key problem-solving skills to come up with ideas and solutions when faced with challenges and take advantage of opportunities.
• Work with customers and provide them with the paperwork necessary to plan and schedule for a service appointment, ensuring payment, COF and/or contract is obtained.
• Communicate clearly and maintain a positive tone when working with internal and external customers including but not limited to, customers, distribution partners, service technicians, the sales team and management.
• Monitor and alert responsible manager to situations that require additional support.

General

• Supports customers and product line within a specific account designation and/or call list. May need to travel and support other territories when necessary
• Responsible for attaining and maintaining technical knowledge to support customers
• Utilizes all aspects of the Gilson CRM software system and fulfills all prescribed requirements
• Responsible for automobile transportation (expenses reimbursed) and following established expense report guidelines
• Extensive use of computers for various applications
• Decision making regarding self-scheduling
• Contact possible with equipment that has been contaminated by laboratory chemicals, human bodily fluids, or other potential hazardous substances.
• Other duties as assigned

JOB REQUIREMENTS

EDUCATION

• High school diploma/GED required
• Associates or bachelor's degree preferred

WORK EXPERIENCE

• 2 years customer service or sales experience
• 3 years administrative experience
• 1 year of experience with Gilson products and/or services or lab experience is preferred

SKILLS OR KNOWLEDGE

• Training in life sciences preferred but not required.
• Computer proficiency with CRM software and Microsoft Office
• Strong organizational and time management skills
• Excellent communication skills (verbal and written) and listening skills.
• Confident, persuasive, and winning phone presence
• Strong interpersonal & networking skills are required.
• Data entry experience
• Ability to work independently is a must

PHYSICAL ABILITY

• Good or corrected vision
• Required to sit for extended periods of time, type emails, answer phone calls

OTHER

• Willingness to travel, up to 10%
• Regular attendance and punctuality
• Ability to work well with others
• Ability to acquire new skills and to accommodate change in the workplace

ADDITIONAL SKILLS/EXPERIENCE DESIRE

• Experience in service role is a plus
• Microsoft Office, basic CRM, and ERP software