Inside Sales and Customer Support

Inside Sales and Customer Support

General Description

Provide administrative and operational support to customers, sales team, and the various functional and transversal areas of the organization, to ensure efficient execution of commercial activities and daily office operations. This role will be developed on a team with a highly collaborative spirit in which, despite their autonomy, they will have the ability to help each other and substitute when applicable and/or necessary (absences, workload peaks, etc.).

Main Responsibilities

Inside Sales:

- Responsible for monitoring and submitting public tenders on the appropriate platforms (Eg. VortalGov, Acingov, etc).

- Responsible for virtually managing and developing a portfolio of assigned customers in close collaboration with Sales Teams, providing product support, monitoring equipment performance and virtual troubleshooting, contributing to improved customer satisfaction (NPS)

- Registering and qualifying leads by collecting and forwarding it appropriately depending on the information gathered; monitor the opportunities converted from these leads to ensure that they are followed up in a timely manner;

- Promote the use of digital channels for information sharing and encourage customers to submit orders via the Webshop by presenting its benefits, supporting its use, and managing the creation of new customer accounts when needed.

Sales & Customer Support

- Providing administrative support to Sales Teams, Direct Customers or Distributors in Customer-centered operations, such as:

- Sending Product related documentation (Safety Data Sheets, Technical Data Sheets, Regulatory Declarations, Certifications, Equipment ) or any other relevant information on Products or Promotions.

- Answering Customer surveys (Supplier Questionnaires, Sustainability, etc)

- Supporting equipment and machines reservations, and TASKI Machines verification Statements

Office Support

- Taking care of the image and ensuring the operability of Diversey's common facilities and its daily operations, namely:

- Mail handling;

- Answering and routing incoming calls;

- Ensuring that visitors to the facilities are properly received and directed;

Key Competencies

Customer Focus: Builds strong relationships with customers and finds customer-centered solutions. Maintains contact with customers to ensure that problems are resolved.

Effective communication: Is able to communicate clearly and succinctly in a variety of communication styles, conveying a clear understanding of the unique needs of different audiences; conveys written or verbal information clearly, concisely and professionally, keeping others well informed.

Interpersonal Relationships: Relates openly and comfortably and maintains productive relationships with diverse groups of people. Develops relationships of trust; talks about

common interests and priorities; shows tact and sensitivity in difficult interpersonal situations.

Collaboration: successfully builds and maintains collaborative relationships to work effectively as a team through shared responsibility, respect and empathy to complete a shared goal for a common good.

Persuasion: Uses convincing arguments and well-founded reasoning to gain the support and commitment of others; recognises when commitment is required and if necessary adapts approach to accommodate others.

Results-orientated: Consistently achieves set objectives by maintaining high standards of performance and setting challenging goals; focuses on key objectives and dedicates self to successful completion, even in times of setbacks and obstacles.

Accountability: holds him/herself and others accountable for fulfilling commitments and each own work, doing so, so fairly and without making excuses for problems.

Manages Complexity: Makes sense of large amounts of information, sometimes complex and/or contradictory, in order to solve problems effectively. Analyses complex issues from multiple angles; explores issues to uncover underlying issues and their causes; identifying the main consequences and implications of different options.

Organisation: Plans and prioritises work to meet commitments in line with organisational objectives. Adopts a sequence of activities to optimise efficiency and coordinate effectively with others. Makes skilful use of resources and support to carry out efficient, high-quality work.

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Requirements

Job Requirements

- Degree level qualifications (preferred not mandatory) in Sales and Commercial Management or Administrative Management (or similar), OR relevant professional experience;

- Good computer skills (Microsoft, specifically: Excel, Sharepoint, Powerpoint) as well as being comfortable using virtual/web platforms. Knowledge of tools such as CRM – Salesforce, VortalGov, will be valued;

- Aptitude/interest in identifying and developing process improvements using IT tools

- Strong written and verbal communication skills, particularly in a virtual environment, with the ability to maintain a level of attention to speech while taking notes

- Strong administrative skills

- Portuguese native speaker and fluent in English.

Benefits

Working for a global organisation.

Opportunities for career development.

Working in a cohesive and collaborative team