Customer Reengagement Specialist
Location: Westford, MA, Hybrid Role (3 days onsite each week)
Estimated Salary Details: $65,000 + commission of $40,000 for on target earnings
Peak Scientific
PEAK Scientific is a leading nitrogen generator manufacturer and global expert in high-performance nitrogen gas generator and hydrogen gas generator systems for LC-MS, GC, GC-MS and other applications used in laboratories around the world. Putting our customers first is at the heart of everything we do which is why we help lower operational costs, reduce environmental impact and remove the uncertainty and inconvenience of traditional recurring gas supply with an in-house gas generation solution from PEAK Scientific.
Overview
Reporting to the Sales Delivery Manager, North America the job holder will be responsible for regaining lost service contract business by successfully quoting and converting service contracts in line with Peak best practice and sales and underwriting strategy. A key element of this role is to contribute to new strategic processes and methods to assess risk and profitability of potential contract business and then convert that business accordingly.
Key Duties
- Manage opportunities to proactively deliver against KPIs for the conversion of service contracts.
- Effectively qualify each opportunity, gathering data on customer profile to assess risk and potential profitability of each contract based current strategy.
- Work in collaboration with Service Sales teams when receiving, providing and managing contract opportunities.
- Align efforts with Technical Support to successfully establish new contracts in lieu of repair
- Liaise with Outside Sales team to ensure any lost contract opportunities are captured as potential generator sales.
- Effectively and accurately update CRM systems to manage all relevant customer information, orders and quotations.
- Actively contribute to the ongoing development of Peaks service sales strategy by sharing insight and data on converted opportunities.
- Ensure all objectives and goals are SMART – Specific, Measurable, Actionable, Relevant, Timed.
Experience, Skills and Qualifications
- Experience working as part of a team as well as experience of working independently without oversight
- Exceptional communication skills to engage clearly and accurately with internal external stakeholders
- Previous experience in a commercial underwriting or inside sales role
- Excellent analytical ability and judgement, particularly commercially
- Good negotiation and interpersonal skills
- Excellent IT skills with Microsoft packages, particularly Excel, Teams, Sharepoint
- Experience in using a CRM, particularly familiarity with SAP B1 or SAP C4C would be beneficial
- The confidence and skills to engage with customers effectively
- Self-motivation with the capacity to plan time effectively and prioritize
Benefits
- Competitive compensation
- 20-25 days of PTO depending on length of service
- Medical, dental, and vision insurance
- 401(k) with an employer match
- Short-term disability insurance, voluntary basic life, & voluntary long-term disability insurance
- A focus on growth and development opportunities
- Employee Assistance Program
Living by the Peak Values
- Put Customer First, keep customer needs at the heart of every decision and action
- Be Innovative, always curious and open to new ideas and better ways of doing things
- Stay Agile, be responsive and make timely, considered and well-informed decisions taking accountability for the outcomes
- Always Respectful, kind and supportive, always look for the best in each other and strive to help one another do a better job
- Show Pride & Passion, be proud about what we do and enjoy our work
Peak Scientific is an equal opportunity employer and does not discriminate on the basis of race, color, religion or creed, national or ethnic origin, gender, sexual orientation, genetic background, age, disability, military service, or any category protected under applicable law in its hiring, employment or other programs and activities.