ABB Client Service Lead

OPPORTUNITY

Responsible for customer satisfaction and retention across all end-use markets to produce ongoing repeat sales. This includes seeking regular customer feedback to ensure that the commercial team is operating successfully as well as using this feedback to suggest improvements if needed.

Solid account management skills by employing the RESOLVE principals: understanding customers needs and requirements, presenting product & service benefits that address the customers needs, and generating win-win value-added solutions for AB Biotek and the customers.

To fully understand the ABM/ABB supply chain coupled with a disciplined approach to demand forecasting to ensure that our products are delivered on-time, in-full, and hassle-free.

To effectively manage ABBNA projects; coordinate with key stakeholders to ensure project objectives, milestones, and execution are achieved.

To act as an integral part of the ABB NA organization, ensuring that customer service runs smoothly and effectively. This includes determining if existing practices and processes are generating adequate sales, suggesting improvements as needed, and implementing and monitoring these changes over time.

PURPOSE

In this job, we offer you the opportunity to be responsible for client services, demand planning, and project management. This includes developing meaningful relationships with customers to encourage trust and loyalty, liaising with ABBNA technical field sales, Key Account Manager/Customer Service Manager, as well as Global Supply Chain and End-Use Market Leads, and generating value for the customers and ABB.

The job is a combination of contributing to team performance and customer satisfaction. You will have the opportunity to develop your communication, planning, and commercial skills.

You will work in a talented, motivated team and actively participate as part of the commercial team in achieving the North American sales targets.

Qualifications

Health & Safety

- Duty of care for yourself and others.

- Accountable for role modelling safe working practices and behaviors.

- Responsible for the proactive reporting and escalation of health and safety issues and concerns as appropriate.

- While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle or feel objects, tools or controls; and talk, hear and smell. The employee frequently is required to reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl.

- The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

- While performing the duties of this job, the employee is sometimes exposed to airborne particles and chemicals. The employee occasionally works near moving mechanical parts

Client Service 60%

- Understand the AB Biotek customer base and expectations

- Ensure accurate and timely order entry for all customers

- Review orders to ensure shipping schedules and order data are accurate

- Monitor interruptions in customers order cycles to mitigate against potential competitive activity and ensure customer retention; alert respective TA&AMs to immediately contact these customers

- Work closely with Key Account Manager/Customer Service Manager to ensure that all AB Biotek business receives the requisite attention with ABMNAs overall Supply Chain

- Work with Key Account Manager/Customer Service Manager to ensure all Client Service SOPs are being followed

- Investigate and trouble-shoot customer service issues by involving the appropriate ABMNA functions.

- Serve as liaison between customers and Field Sales, thereby providing professional account management.

- Maintain high level of product knowledge and product application

- Research credit/debit memos

- Monitor contract pricing files for all customers to ensure that needed annual price increases are implemented; communicate to respective TA&AMs and KAM/CSM

- Generate sales leads by researching customers across end-use markets and alerting the respective TA&AMs to follow up

- Monitor and report competitors activities, including sending sales collateral and product samples to support the various GEUMLs

- Seamlessly on-board new customers to ensure positive first impressions of our company

- Process all sample orders and follow up with customer

- Visit customers 2-3 times per year to deepen customer relationships and solidify the team sales approach

- Regularly interface with all key customer Purchasing/Procurement departments to update demand forecasts monthly

- Maintain records of customer communication and sales activity through internal CRM system

- Work with ABMNA QA/QC to ensure our product data sheets are current and accurate

Demand Planning / Project Management 40%

- Master the ABB NA demand planning process to include regular communication with ABB Global Supply Chain

- Effectively establish new SKUs and maintain existing SKUs

- Effectively manage ABBNA projects in conjunction with KAM/CSM; coordinate with key stakeholders to ensure project objectives, milestones, and execution are achieved

- Work with ABMNA Logistics to determine routing and available inventory to support new and existing business

- Rigorously follow product management ways-of-working and regularly liaise with Global Supply Chain and ABMNA Logistics

- Embrace change management when necessary

- Suggest and implement improvements to the sales administration process

QUALIFICATIONS AND EXPERIENCE

Essential:

- Minimum 5 years experience in a customer service environment

- Strong PC, word processing and spreadsheet skills

- Ability to see problems clearly and resolve them

- Excellent oral and written communication and interpersonal skills

- Strong analytical, multitasking, time management, and organization skills

- Sound judgements based on good insights and analytical rigor

- Constantly scans the environment and notices when things change

- Understands how to get things done in organizations

Desirable:

- Successful completion of min. 2 formal sales training courses

- 4-year college degree

- Understands yeast functionality in various ABB end-use markets