What are the responsibilities and job description for the Global Inside Sales & Customer Experience Manager position at Unibloc Hygienic Technologies?
Role summary
This role leads Unibloc’s global inside sales function — application engineering and customer serviceacross the US, UK and Germany — and is accountable for turning inbound demand into orders.
| Item | Detail |
|---|---|
| Job title | Global Inside Sales & Customer Experience Manager |
| Position | Full time, permanent |
| Location | Kennesaw, GA (on-site) |
| Reports to | VP, Global Sales & Marketing |
| FLSA classification | Exempt |
| Direct and indirect reports | Principal Engineer, Lead Application Engineers (US, UK), Application Engineers, Customer Service Representatives (US, UK, Germany) |
Job purpose
Lead Unibloc’s global inside sales, application engineering and customer service teams as a proactive, revenue-generating function. You will turn inbound demand into orders through fast, accurate quoting, disciplined follow-up and strong technical support for RSMs, channel partners, OEMs and direct customers.
You will build one consistent way of working across the US, UK and Germany, so customers get the same experience wherever they buy. You will also grow aftermarket and spare parts revenue, and make Unibloc the easiest pump supplier in the hygienic market to do business with.
Key responsibilities
The responsibilities fall into three groups: commercial results, team leadership, and operations.
Commercial results
- Own quote-to-order performance for inside sales: speed and accuracy of quotes, systematic follow-up on open quotes, and conversion to orders.
- Grow aftermarket, spare parts and repeat business from the installed base.
- Achieve annual sales and order growth targets assigned to the team.
- Support RSMs, channel partners and OEMs with application knowledge, pricing and technical and commercial quotations for their end markets.
- Work with the VP of Global Sales & Marketing to execute channel and pricing strategy. Administer the pricing and discount policy and communicate them across the organization.
- Capture feedback from customers and channel partners and route it to the right owners.
Team leadership
- Lead application engineering and customer service teams in the US, UK and Germany, including the Principal Engineer and Lead Application Engineers.
- Hire, coach and develop team members; set clear expectations and address performance issues promptly.
- Build one consistent global way of working, while respecting regional customer needs and employment practices.
- Set and manage team and individual KPIs that drive commercial results, not only activity.
- Lead through Unibloc’s core values: Passion, Collaborative, Courageous and Entrepreneurial.
Operations and systems
- Identify gaps in processes and establish standard work and documented procedures for each role.
- Ensure accurate, on-time order entry and clear communication of order status to customers.
- Use the ERP and CRM systems effectively, and drive their adoption, design improvements and data quality.
- Develop training for internal associates, channel partners and customers.
- Work with Operations, Engineering and Finance so orders flow efficiently from quote to shipment.
How success is measured
Success is judged on commercial outcomes and customer experience. Targets will be set with the VP of Global Sales & Marketing.
| Measure | What it shows |
|---|---|
| Quote turnaround time | How quickly customers and partners get usable quotes |
| Quote-to-order conversion | How effectively quotes become orders |
| Open-quote follow-up rate | Whether open opportunities are actively worked |
| Aftermarket and spare parts revenue | Growth from the installed base |
| Order entry accuracy and on-time order acknowledgment |
Reliability of the order process |
| Team retention and development | Health and capability of the team |
Qualifications
Required
- 5+ years in technical sales, application engineering or inside sales for industrial products such as pumps, fluid handling, valves or process equipment.
- 3+ years directly managing application engineering, inside sales or customer service teams.
- A track record of improving commercial results, such as conversion, response time or aftermarket growth, not only running a process.
- Enough technical depth to earn the respect of application engineers and to review application decisions with them.
- Strong communication, negotiation and relationship skills with customers, channel partners and internal teams.
- Strong Excel skills and hands-on experience with CRM and ERP systems.
- Willingness to travel internationally on a regular basis, mainly to the UK and Germany.
Preferred
- Bachelor’s degree in mechanical engineering or another technical field. Equivalent experience in technical sales or application support for pumps, fluid handling or process equipment will be considered.
- Experience leading teams across multiple sites or countries, including remote team members.
- Experience in food and beverage, dairy, pharmaceutical or other hygienic and sanitary markets.
- Experience selling through distributors, channel partners and OEMs.
Working conditions and travel
This is an on-site role at Unibloc’s headquarters in Kennesaw, GA. Because the team spans US and European time zones, some early-morning calls with the UK and Germany are expected.
The role includes international travel to Unibloc’s UK and Germany sites, plus occasional visits to customers, channel partners and trade shows. Travel percentage: to be confirmed.