Inside Sales Manager-Export
Guardian is seeking you to become our next Inside Sales Manager - Export.
The Inside Sales Manager - Export has the responsibility to manage his or her team effectively, develop customer relationships, while delivering a best-in-class customer experience. The ISM is the focal escalation point for the team, as well as our customers. He/she is an essential player in maintaining and developing new businesses in the export markets. In addition to the customer base, the ISM will work closely with capabilities to ensure that every endeavor is made for orders to be processed and delivered in line with the customer request.
Leadership, team & performance management, business acumen, numeracy skills and the ability to reason through ever changing scenarios are necessities for this position. Taking initiative, strong analytical skills, and the ability to anticipate and mitigate challenges are also essential for success. The candidate must work well with a team of people who are committed to continuing the company's ambitious rate of growth.
What You Will Do In Your Role
Inside Sales Manager - Export
The Experience You Will Bring
1.Deliver Inside Sales Strategy to enhance customer satisfaction, by steering team to deliver:
Flawless Order Fulfillment, Supply Coordination and Inside Sales
·Assume role of trusted partner, being first point of contact and advocate as a representative of the Guardian team. Ensure activities are done with customer satisfaction in mind; requested are fulfilled as promised
·Receive and process customer orders timely, input orders in ERP system correctly in line with forecast and ship to customers within service level agreements. Monitor supply situation and escalate issues to relevant stakeholders.
·Develop and manage customer relationships, identifying needs and fulfilling expectations. Coordinate with internal/external capabilities to process shipments smoothly to maintain rapport with customers and escalate/resolve all issues concerning to order fulfillment.
·Using business acumen and continued grasp of market, assist Guardian in achieving monthly Dispatch targets by proactively working with Sales to improve order intake
·Maintains a client portfolio and ensures consistency and responsiveness in client service
·Identifies business opportunities for expansion and client acquisition and develops awareness of product portfolio in export markets
·Analyzes customer requirements to prepare appropriate sales strategies
·Develops trust relationships with a portfolio of clients ensuring continued Guardian supplier relations
·Anticipate customer needs and be able to identify value added business opportunities
·Expands the relationships with existing customers by continuously proposing solutions that meet their objectives
·Identifies opportunities to upsell and cross sell additional products in a proactive manner ensuring customers always receive maximum benefits offered by the business
·Handle enquiries with professionalism, in line with Excellence in Customer Service guidelines. Manage incoming calls, email and chat and deal with their enquiries in an effective and efficient manner.
·Check and update stock levels to customers, follow-through with customers on their shipment plan
2.Optimized Profitability, by steering team to deliver:
Enhanced Inventory Management
·Manage MTO glass in inventory effectively based on customer’s requirements and satisfaction (minimizing aged and unallocated stock), while ensuring opportunity costs of Guardian is not foregone. Act with maximum accountability when releasing orders to production.
3.Team management and accountability,
·Administers service activities for export products of organization ensuring performance and sales targets
·Coach the team, especially focus on unique potentials to ensure growth & self-actualization of direct reports
·Ensures customer service objectives are met across all team members
·Manage team members’ allocation (right team, right role, right responsibilities) and contributes to rewards process
·Lead regular meetings to ensure alignment, collaboration and proper coordination among team members working on project and/or customer-based deals
·Monitors, analyzes, and implements standards, metrics, and performance criteria to continually improve growth, productivity and quality while optimizing performance
·Advance the culture, including the individual performance development cycle
·Resolve the team’s pain point and escalate where needed
·Assess and facilitate execution on individual initiatives, by providing support to team members where needed
·Review and evaluate team members’ performance
·Select, develop, and retain the right people with the right values, knowledge, and capabilities
·Define the required skillset for open positions within the team
·Define the right coaching methods and training needs for the team, to increase their effectiveness
4.While applying MBM guiding principles and frameworks in all activities
Qualifications and skills:
·Master’s degree is preferred
·Fluent spoken and written English (TOEIC 900+ or eqv.), fluency in Thai preferred
·Knowledgeable in the order-to-cash process with exposure to international Customer interactions
·Experience in Sales / Account Management role is a plus
·Experience in team & performance management
·Tech Savvy, comfortable entering and retrieving data on multiple platforms
·Excellent problem-solving, organization and time management skills
·High customer service orientation with superior service excellence skills
·Ability to work in a fast-paced, dynamic, performance-based environment
·Detail-orientation and good analytical skills
·Ability to communicate at different levels