Description

The following is indicative of the essential functions, qualifications, experience, and physical abilities required to perform the job. Other duties may be assigned.

Primary Duties and Responsibilities:

· Build and manage a high performing inside sales capability focused on sales activity for national dialysis clients, new products and services that drives new leads into the pipeline and closes sales from that pipeline. 

· Directly supervise all inside sales and customer care associates located in Elkhart facility.

· Ensure the inside team’s activities support the needs of internal and external customers including: end users, distributor reps, direct sales reps and 

· Manage all pre- and post-sale activity including current and potential customer communication, including providing product information, quotations, specifications and other requested information to ensure satisfaction among internal and external customers.

· Collaborate with marketing and product management to ensure consistency in communicating brand and product information.

· Provide superior customer satisfaction -- even when activity leaves the inside sales department and goes to other departments for resolution -- by monitoring progress until the customer agrees that their needs have been met. Ensure accuracy and completeness of information and documents. 

· Establish and enforce acceptable timelines of response to customer needs.

· Monitor that accurate and complete information is captured in CRM system.

· Ensure KPI’s performance against targets.

· Responsible to make sure all regulatory, finance, legal, and all critical policies and procedures are met.

· Ensure proper utilization of all sales software, tools and resources.

· Resolve any escalated customer issues.

· Ensure the duties and responsibilities of associates are defined and communicated, including timely evaluations with personalized employee development plans.

· Implement and support programs and policies established by sales/commercial department that increase revenue and/or improves the profitability of Champion.

· Embrace the concept of continuous improvement, continue to evaluate department activities and challenge processes for improvements.

· Develop and provide team reports as appropriate for areas including, order statistics, quote-to-sale results, resolution results, number of calls, , customer satisfaction, , etc. Make recommendation to management based on these reports.

· Liason to other departments to ensure overall company performance and customer satisfaction.

· Responsible for prospecting existing as well as potential new dialysis customers to generate sales opportunities.

· Develop network with major dialysis customers’ personnel responsible for capital goods acquisition.

· Other duties as assigned.

Requirements

Essential Skills

· Communicate professionally both in written and verbal forms internally and externally. 

· Strong technical and mechanical understanding of fabricated parts and processes including knowledge of Lean Manufacturing. 

· Ability to lead and direct advanced quality planning activities and projects.

· Excellent analytical, prioritization and scheduling skills

Education and/or Experience:

• Bachelor’s degree preferred

• Strong leadership, decision-making skills and effective organization skills

• Able to interact with all employees and enhance a positive work environment

• Excellent listening, verbal, interpersonal and written communication skills

• Proficiency in hardware and software computer applications

• Ability to plan, develop budgets, monitor results and communicate expectations

• Significant prior experience in customer service and business decision making

• Sufficient understanding of product line, parts and related sale tools