Inside Sales Representative
About The Position
The Inside Sales Representative is the internal customer champion and the face of Dedicated Computing to its customers. The role guides the organization in executing business operations to support customer needs for products and services. It manages customer accounts through regular, proactive communication and day-to-day support; product lifecycle and customer forecast management; upselling and cross-selling; and advocacy during customer escalations, with the goal of increasing customer retention and growth. The representative partners with the Account Executive team on account strategy and customer revenue delivery, serves as the primary internal contact and escalation point, and coordinates with internal teams and customers to resolve issues. The role also manages quotations, pricing, forecasting, customer satisfaction and continuous improvement, customer meetings and Quarterly Business Reviews, contract execution, customer extranet access, and product lifecycle and phase-in/phase-out planning. It requires close collaboration across the organization and sound decisions that support customer satisfaction and business profitability.
Requirements
- Bachelor’s degree and at least 3 years of equivalent experience managing customers or OEMs in a technology industry, or an equivalent combination of education and experience.
- Excellent written and oral communication skills.
- PC literacy and experience using ERP systems and Windows Office applications.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and margin.
- Good organizational skills.
- Self-motivation and ability to work as a member of a team.
- Ability to travel to customer locations, approximately 5–10%.
Nice To Haves
- Experience with Military and/or Aerospace markets.
- Strategic sales experience, preferably with Miller-Heiman.
- Experience working with Manufacturers Representatives.
- Extensive knowledge of the computer industry.
- Project management experience and/or certification.
- Familiarity with Medical and/or Simulation Markets.
- Experience working with forecasting and data analysis methods.
- Valid Driver’s License.
Responsibilities
- Proactively communicate with external and internal stakeholders to maintain and improve customer satisfaction.
- Partner with the Account Executive team to drive account strategy and deliver customer revenue.
- Develop and maintain collaborative relationships with customer stakeholders.
- Identify and communicate new lines of business and opportunities to add value to customer programs through software or services.
- Serve as the primary internal customer contact and escalation point between customers and Dedicated Computing.
- Initiate customer escalation processes and proactively communicate with customers and internal teams about resolution.
- Monitor customer satisfaction, including customer scorecards, and lead continuous improvement actions.
- Create quotations and manage pricing for released products.
- Establish consistent customer forecasting practices and use the ERP system to drive forecasts into demand and supply planning.
- Collaborate with customers to improve demand forecast accuracy.
- Recommend and drive process and communication improvements with customers and internal stakeholders.
- Facilitate customer meetings and Quarterly Business Reviews at Dedicated Computing, customer sites, or remotely.
- Understand and ensure execution of customer contract terms, including Master Supply Agreements, Statements of Work, and related amendments.
- Set up and maintain the customer view of the Dedicated extranet.
- Drive lifecycle management strategy and product phase-in and phase-out plans.
- Identify program-level transition opportunities and work with the PMO, Outside Sales, and Product Manager to initiate transitions.
- Coordinate with Sustaining Engineering, Product Management, and Sourcing on platform end-of-life activities.
- Take responsibility and authority for delivering results to customers and internal support teams, and make decisions supporting customers and business objectives.
- Organize work efficiently and direct the efforts of others through strong organization and oral and written communication.
- Use critical thinking and experience to recommend and make decisions that improve customer satisfaction while maintaining or improving enterprise profitability.
- Work as an active team member and leader across internal and external parts of the organization.
- Recommend, participate in, and lead process improvement activities.
