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Sales Advocate Leader

Palmer Holland • Full-time • Westlake, OH, US • 3w ago

Brief Description

Position summary

Work in conjunction with operations, sales and marketing to support and promote a high level of customer service satisfaction in an ISO certified environment.
Assist the team in supporting Account Managers, assisting in the development and implementation of sales plans, sales history analysis, documenting call reports, quotes and sales contract reviews
Work with team to increase service to existing internal and external customers resulting in the benefit of additional communications for new or existing customers.
Act as the go-to resource on all systems and processes related to Customer Experience, including external customer portals.
Provide mentorship through real-time coaching and feedback to team members.
Support and train team members as a SME with all systems and processes.

Essential Tasks Of The Position

Implement training plan and execute with new team members and act as an ongoing resource for questions and process improvement.
Assist with the hiring and interview process for new team members.
Assist with providing process change suggestions and implementation to efficiently handle situations that result in delays, lack of information, etc. that negatively impact the customer.
Assist with process implementation tasks which include training and document maintenance.
Assist manager with various daily and weekly needs including:
Mango Project Management
Warehouse Onboarding
User Guide Updates
PCN, Transition, and Termination CRM Tasks
Timesheets and PTO Requests
Assist w/ Team Meeting preparation and notes
Backup Manager as needed on essential tasks.
Handle sales support activity for CASE Regional Sales Managers.
Provide Coaching, mentoring, and guidance to individuals on the Sales Advocate team.
Take part in Account strategy meetings and become knowledgeable about goals and objectives and CXT role within that plan.
Take ownership and role in process improvement through onset and formation of Customer Experience Team.
Work in conjunction with Customer Experience Manager and Director of Customer Experience to collaborate efforts of Sales Advocates across vertical responsibility.
Assist management in building of plan to establish vertical specific teams for all customer facing people resources, while maintaining share of best practices across similar functions.
Exercise discretion and judgement to make independent decisions on matters that fall outside of prescribed processes, in the best interest of Palmer Holland, the sales team, and customers.
Perform any other task at the request of management.

Quality

Activities of the position affect quality including quality objectives. Responsibilities and authorities include where appropriate:
Initiate action to prevent the occurrence of any nonconformities relating to product, process, or quality system, up to and including when necessary, stopping production to correct quality problems.
Identify and record any problems relating to the product, process, and quality system.
Document problems, steps taken for resolution and preventative action in CRM software and notifying all parties required.
Initiate, recommend or provide solutions through designated channels.
Verify the implementation of solutions in areas under your control.
Control further processing, delivery, or installation of nonconforming product until the deficiency or unsatisfactory condition has been corrected.
Perform duties and tasks as prescribed in company policies, procedures, and work instructions.
Train other Sales Advocates on use of customer specific portals and process for backup coverage as needed.

Note

The outline of duties is not arranged in order of priority. These duties are not meant to restrict initiative, but rather to describe baseline activities. These duties will from time to time be altered to suit the needs of the company.

We are a tobacco free, professional environment.

Requirements

Education:

4-year degree or equivalent work experience in this industry or related field.

Experience

3-5 years in customer service field.
Experience in distribution or chemical industry preferred

Knowledge/Skills

Strong, accurate clerical skills, data entry and typing
Expert level of expertise in MS Office
Ability to maintain professional conduct that exemplifies the corporate policies at all times, particularly when interacting directly with internal and external customers
Ability to handle sensitive information with confidentiality and discretion
Proficient at multi-tasking

Competencies

Accuracy, Active Listening, Communication (Oral and written), Conflict Resolution, Customer Oriented, Detail Oriented, Enthusiastic, Initiative, Organized, Patience, Relationship Building, Reliability, Time Management, Working Under Pressure

Physical Requirements

Satisfactory motor skills relevant to position
Ability to sit for long periods of time
Ability to lift up to 25 pounds

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