Customer Service Representative

Job description

COMPANY: Innocorp, ltd. 500 S Nine Mound Rd. Verona, WI 53593 www.fatalvision.com

TITLE: Customer Service Representative

REPORTS TO: Sales Manager or assigned supervisor.

COMPENSATION LEVEL: $55,000 to $65,000 commensurate with experience, profit share, employee medical

Sales (80%): Make sales calls, follow-up on sales leads, and provide consultative selling (see below) by guiding a prospect to optimize the use of their available budget while meeting their program needs.

Essential Duties

• Demonstrate an understanding of the value of Innocorp products, pricing, and competitive offerings and communicate Innocorp’s benefits in a manner meaningful to the customer.
• Use consultative selling, prospecting, lead follow-up, and presentation techniques to sell the value of Innocorp products by showing how our solutions will meet their needs and improve their ability to address specific traffic safety and other prevention issues. There are four primary techniques that mark a consultative salesperson: They ask more probing questions of prospects and customers. They provide customized vs. generic solutions to meet customers’ needs. Their calls are more interactive and engaging with prospects and customers. They provide insights on our products to their prospects and customers.
• Answer incoming calls and help customers placing orders over the phone (see consultative selling).
• Travel 20 or more days annually to staff company exhibits at tradeshows and meet with customers.
• Maintain a prominent level of product knowledge necessary to answer product questions and provide product and package recommendations confidently and appropriately.
• Understand the needs of the various customer segments and make the appropriate product recommendations.
• Use Innocorp’s CRM (Customer Relationship Management) to manage customer follow-up calls. Ensure all leads are in CRM with scheduled activity within two business days after a conference and the same day for web and phone inquiries.
• Use Innocorp’s accounting software to create customer accounts, price quotes, and invoices.
• Maintain monthly sales forecast and pipeline reports using Innocorp’s CRM and accounting applications.
• Deliver a superior level of customer service to maintain customer retention and repeat sales.
• Work with Sales Manager to maintain and use a sales matrix to monitor campaign ROI, response rates, campaign costs, top-sellers, and under-performing product lines, making recommendations to Management.

Marketing (20%): Assist as directed with scheduling, registration, logistics, and exhibition at selected industry conferences, and assigned tasks related to direct mail, digital and other marketing campaigns.

Essential Duties

• Work with Management to identify and determine what conferences best support the corporate marketing plan.
• Work with supervisor to coordinate and schedule the necessary Innocorp staff and equipment for each event.
• Purchase attendee lists, pre-registration lists, and lead retrieval systems as approved by the sales manager to help maximize the ROI for each event.
• Work with sales and marketing team to design targeted marketing campaigns promoting Innocorp products to prospective customers.
• Measure the ROI and response rates for campaigns to determine success and opportunities to improve.
• Assist with the development of digital marketing campaigns including email, social media, and digital advertising.

JOB QUALIFICATIONS & EXPERIENCE: The requirements of this position are:

• Bachelor’s Degree in Business Administration or related field and minimum of 2 years work-related experience with proven sales ability.
• Perform daily sales-related tasks accurately and consistently and showing close attention to detail.
• Follow procedures for using and accurately updating Sage, ACT, and GSA-related tasks.
• Can lift to 50# using safe lifting procedures.
• Must be proficient in Microsoft Office Suite including Outlook, Word, Excel, Teams and possess basic PC skills.
• Can communicate effectively and efficiently with others, both orally and in writing, and demonstrate proficient keyboarding skills.
• Must be self-motivated to improve one’s performance by using and understanding new and available technologies meant to simplify the job requirements.
• Possess the following interpersonal skills: is confident, is timely, accurate in record keeping and communications, works well with others, learns from mistakes without being defensive, proactive in identifying areas to improve self and company.

Consultative Selling Techniques & Skills

There are four primary techniques that mark a consultative salesperson:

• They ask more probing questions of prospects and customers.
• They provide customized vs. generic solutions to meet customers’ needs.
• Their calls are more interactive and engaging with prospects and customers.
• They provide insights on our products to their prospects and customers.

About Innocorp

Innocorp, ltd. is the creator and innovator of hands-on tools that people and organizations use to create engaging health, safety, awareness, and prevention outreach programs and campaigns, especially in traffic safety. Innocorp’s flagship product is the Fatal Vision® Alcohol Impairment Simulation Goggles. Innocorp’s line of Fatal Vision simulation goggles include alcohol, marijuana, and polydrug impairment, opioid simulation, drowsy and distracted simulation, and concussion symptom simulation.

Founded in 1996, Innocorp is a small privately held company with an international reach currently made up of 8 people. Innocorp has a customer base in more than 100 countries with more than 20 international distributors. Our customers consist of police agencies, universities, schools, state government, the US (United States) Military, and many other safety advocacy organizations around the world. Innocorp provides their employees with a lot of responsibility and an opportunity to be involved in outreach that saves lives