This is a cross-functional position and requires interaction with various key players within the organization: Plant General Manager, local Sales Executives, CSR team, Value+ team, operations and Quality Control teams. Due to the customers/prospects profile, the position main function is of a promoter and problem solver. The incumbent should be able to overcome difficult situations where conflict management skills are essential in relation to quality or delivery challenges. Ability to handle the supervision of the customer service representative (CSR) team “Front office” and is in direct contact with more than 600 customers. Responsible for promoting Amcor’s product range, increasing sales by acquiring new customers, directing potential new customers to Sales growth executives, where appropriate, and developing business at existing customers in a large territory.
In order to be successful in this role, the incumbent must be highly organized and demonstrate strong time management skills in order to balance the required level of inside sales activity, the adequate level of reporting, and management leadership skill & knowledge.
Essential Responsibilities and Duties:
Manage and work closely with customer service team to ensure the proper level of customer support and communication with the Sales team.
Work closely with the CSRs to establish a team environment and to promote respect and share responsibilities.
Maintain support from the CSR team to identify customers requiring visits to close deals, NBO’s, etc.
Sales and Sustainable growth – Customer Facing Activity (15%)
Establish, develop and maintain customer relationships through regular contacts (phone mainly, email, Team call) with current and prospective customers in the assigned territory in order to generate sales and profit.
Follow-up on active leads via calls and emails. Distribute leads to the Sales team, when appropriate.
Maintain close coordination with the Sales community, CSR, FTS and Quality team.
Customer Sales Preparation Tasks (10%)
Analyse territory/market/customer potentials to better address prospects and existing customers.
Record customer/prospect visits, calls and actions into SFDC.
Make sure that all relevant information regarding customer new business and leads are fed into SFDC.
Produce clear and written quotations for customers that lead to closed deals.
Prepare detailed Customer Value+ (margin reviews).
Prepare with the Margin Manager the Pre-Validation Form (PVF) for any contracts.
Customer Involvement (20%)
Upon request and, in close coordination with the CSR team, attend conference calls and meetings for order or New Product Development status tracking and coordination.
Perform presentations to existing and prospecting customers to promote Amcor’s solutions.
Be the voice of the customer to plant, sales & marketing managers.
Be the preferred intermediary for bespoke design and colour proofs remittance before production.
Help track/follow-up customer claims. If need be, coordinate quality performance balance with Quality Dept.
Work closely with FTS team to ensure superior customer experience.
Continuously improve market intelligence and competition knowledge
Be present or make sure the proper CSR is present for customer press checks on site at the local facility wherever necessary or requested.
Customer Service Supervision (35%)
Manage team meetings and resources for Project management as required within Customer Service
Internal duties (20%)
Play a lead role in sales & customer service process improvements & enhanced utilization of system tools & information.
BA or BS with a minimum of 3 years’ experience in the sales of B2B solutions highly desirable.
CRM systems knowledge, experience with salesforce.com is an asset.
Knowledge of management principles & disciplines.
Previous sales negotiation experience both internal and external desirable.
Knowledge of wine, glass, label, or capsule industry/environment a plus.
Valid Driving License.
Commercial acumen and good presentation skills.
Ability to build customer loyalty
Excellent knowledge & experience in customer service & strong leadership skills.
Ability to work effectively in a cross-functional team environment
Communicate well with internal and external stakeholders and customers
Able to influence, motivate, and lead a team.
High level of accuracy and attention to detail.
Good command of Microsoft Office products, including Excel, Word, and PowerPoint.
Machines & technologies you'll use: