Job Description

Job Title: Customer Service & Sales Assistant
Reporting to: Operations Director
Section: Customer Support Team

Responsible for:

Revenue generation by:

  • Responding to and following up sales enquiries, triaging / qualifying prospects to determine their requirements, demonstrating systems, quoting and closing orders.
  • Establishing initial contact with specifically-targeted prospective customers.
  • Ongoing customer contact to ensure good relationships (account management) and to protect against churn. Follow up calls to promote system use and to increase the value of the customer.

Background

Chronologic is a B2B supplier of time and attendance, and workforce management systems. It supplies a range of systems and products to techie and non-techie people in a wide range of businesses and market sectors.

The main part of the job is taking sales enquires through the complete sales cycle to opportunity closure. There will be some outbound calling / prospecting. Identifying suitable organisations and relevant managers to target for marketing purposes is crucial and requires intelligence and persistence.

This is a customer or prospect contact role where the objective is to establish contact, gather intelligence and get a ‘foot in the door’. The intention is to clarify potential customer needs and, where appropriate, to arrange a more-detailed sales call, meeting, or a demonstration to ensure the system offered satisfies the requirements then secure the sale.

Customer service sales assistant

Key working relationships

  1. Sales management
  2. Operations Director
  3. Other members of the Customer Support team
  4. Marketing Manager

Key Responsibilities

  1. Triaging / qualifying new inbound enquiries to ascertain an initial set of requirements.
  2. Understanding and assessing customer needs / pain points and identifying the appropriate solution to satisfy those needs.
  3. Giving online system demonstrations to prospects and evaluating reactions.
  4. Preparing quotations for systems or quoting prices for products using standard sales procedures and tools.
  5. Following up on previous contacts with customers, prospects with outstanding opportunities or quotes that may have been quoted by others, to progress the opportunity through the sales cycle.
  6. Closing opportunities and obtaining orders.
  7. Reporting and completing system records for sales opportunities in terms of quantity, wins and losses in-line with standard processes and tools.
  8. Maintaining and developing relationships within key accounts to protect against customer churn and to increase the customer revenue.
  9. Updating the CRM (Customer Relationship Management) system with information from customer contacts.
  10. Making outbound calls to existing customers to cleanse and compile data for marketing and general contact purposes as well as to ensure that we maintain contact with our customers when nominated contacts leave.
  11. Outbound calling to organisations and contacts to establish potential requirements and interest in the products and solutions supplied by Chronologic.

    The purpose is to:

    feed back marketing intelligence gained during customer / prospect interactions

    gather intelligence as to whether an organisation is a suitable target for marketing communications

    to identify potential contacts within an organisation; and

    to secure contact details for the influencers and decision-makers.

  12. Anything as required by the business.

Support

At Chronologic we take support very seriously! We want you to be happy with your system and to make sure it works the way you want it to from day one, and continues to work for you and your business.