上海招聘

  

Job title

Customer Service & Sales Advisor

    

Purpose

To be the customer's single point of contact on marine products, advising customers on which products to buy when, where, why and how. Proactively follow up quotes from customers to increase likelihood of buying, up-sell, cross sell and building relationship with the customers as an advisor delivering excellent customer service. Manage certain high value and/or predefined enquiries and orders, and work closely with our Order Processing Centers to ensure smooth handling of customer transactions.

Interrelations  

The position reports to the Customer Services Manager or Customer Support Manager and must closely cooperate with Sales, Order Processing Centres and Operation.

Formal authorities

The job holder has the authority to act and make decisions within this functional description.

Main responsibilities

• Advise and support customers on what to buy, where to buy, why to buy and how to buy from WSS MP through good commercial and technical guidance
• Proactively follow up enquiries and RFQs and capture sales opportunities through planned quote follow up
• Identify and actively pursue sales and order building opportunities through telephone sales expertise.
• Actively promote to customers sales campaigns, promotions and initiatives
• Work closely with the customers, understanding their needs and supporting their requirements related to the total WSS customer offer
• Capture customer specific information and requirements in the system and work proactively with customers to help them standardize their requests
• Assist Order Processing Coordinators with interpreting the RFQs and POs and with seeking technical advice if appropriate
• Process certain high value and pre-defined enquiries and orders from customers as per global process and targets, and keep customers informed of changes in the order delivery status, surcharges and any other relevant information
• Keep Account Managers, Sales Support and Credit aware of all key issues relating to their customers
• To be a member of the sales team for the respective account portfolio
• Responsible for handling of warranty claims, product return and change in cylinder ownership as per prevailing policies and procedures
• Follow up complaints/non-compliances through improvement/complaint system in place   

  

Accountabilities

This position will be measured against:

• Sales growth
• Average order value
• Quotes hit rate
• Quote follow up
• Customer satisfaction
• Other agreed KPI’s

    

Health & Safety

As an employee:

The employee is responsible to adhere to the company’s health and safety* requirements to ensure their own safety and the safety of their colleagues by:

1. participating in risk assessment processes in the workplace

2. completing required health and safety training and certifications

3. following safe work practices and procedures and use personal protective equipment (PPE) when required

4. inspecting equipment and the workplace regularly and actively eliminating hazards

5. reporting accidents, incidents, injuries, near misses, safety risks and issues of non-compliance with health and safety procedures according to internal procedure

6. Developing the safety culture at own workplace and cooperating with others on matters relating to health and safety    

*this includes physical as well as psychosocial health and safety

Mandatory requirements

• Bachelor or similar degree in business related studies or relevant work experience
• Fluent in English – both in writing and speaking
• Computer literate
• Solid commercial understanding, with professional and proactive attitude and ability to identify business opportunities
• Supporting and co-operating attitude: adapts to the team and builds team spirit; listens, consults and communicates proactively; upholds ethics and vales
• Excellent interacting and communicating skills: communicates and networks effectively; establishes good relationships with customers and colleagues; speaks clearly and fluently
• Excellent organising and executing skills: plans ahead and works in a systematic and organized way; follows directions and procedures; focuses on customer satisfaction and delivers a quality service or product to the agreed standards
• Ability to adapting and responding to change: adapts to changing circumstances; accepts new ideas and change initiatives; shows respect and sensitivity towards cultural and religious differences

Additional preferences

• Excellent telephone sales skills
• Good analytical skills, attention to detail and follow through
• Ability to communicate on all levels

  

Wilhelmsen Ships Service is a leading provider of recognised products and services to the maritime industry. This includes Unitor marine products, Unitor and Nalfleet marine chemicals,maritime logistics ,Timm rope and ships agency. These standardised product brands and service solutions are backed up by an unparalleled global service organisation to meet your requirements for quality, availability and performance. We are part of Wilhelmsen Maritime Services AS, a Wilh. Wilhelmsen group company.

联系方式
公司名称：威尔森船舶产品贸易（上海）有限公司
人事专员：Helen He