Inside Sales Account Specialist - Cambridge, Canada - Glen Dimplex Americas

Glen Dimplex Americas

Verified Company

Cambridge, Canada

3 weeks ago

Posted by:

Sophia Lee

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Description

About Us

Focused on leading the transition to a sustainable future, Glen Dimplex Americas is enhancing the moments that matter in life with a commitment to delivering the best design and efficiency in the areas of temperature control and comfort creation.

With operation throughout North America the success of the Glen Dimplex Americas organization is a testament to the strength of our people and investment in innovation and technology.

Our portfolio of industry recognized brands includes Dimplex, Cadet and Faber.

Together these brands provide complete product offerings in the residential and commercial comfort categories, ranging from electric heaters, to fireplaces and controls.

Glen Dimplex Americas is a division of the Glen Dimplex Group - the world's largest manufacturer of electrical heating, which holds significant global market positions in domestic appliances, heating, cooling, ventilation, and renewable energy solutions.

Headquartered in Dublin, Ireland the Glen Dimplex Group privately owns over 40 brands with operations in 80 countries.

Reporting to the Inside Sales Manager, the Inside Sales Account Specialist is part of a dynamic team whose focus is to maintain a positive customer experience and foster relationships that support brand loyalty.

Responsible for managing and growing a targeted clientele, they identify their customers' requirements and promote Glen Dimplex Americas' (GDAM) solutions to achieve mutual success.

The Inside Sales Account Specialist acts as the main point of contact for customer inquiries, often communicating daily, and is the liaison between them and the multiple internal divisions that affect this successful partnership.

In this role you will:

Act as the main point of contact for customer inquiries, offering solutions and recommendations tailored to their unique needs.

Inquiries may include but are not limited to:
pricing, availability, order status, order changes/updates, order discrepancies, returns, warranties, tracking, promos, quotes & product info.

Work with Order Management to ensure customer POs are received & processed correctly. Respond to pricing, EDI kickouts and other order issues in a timely manner, working crossfunctionally with other departments and customers as needed to resolve.
Investigate return requests & disputes and work crossfunctionally with the appropriate departments to resolve. Identify areas of improvement and ensure company processes are compliant with customer requirements and SLA's.

Issues may include but are not limited to:
pricing discrepancies, deductions, fines, shipping issues, damaged/defective product.

Analyze open orders, backorders, deliveries, and account statuses on a weekly basis. Work with internal departments to resolve credit holds, stock and other issues preventing orders from shipping. Provide updates to customers as required.
Use of interpersonal skills to strengthen relationships with existing customers. Communicate promotions, upsell and crosssell the GDAM product portfolio. Send price lists, NPI & discontinuation notices.
Achieve and track sales account targets, as aligned with company objectives.
Route qualified opportunities to the appropriate sales executives for further development and closure.
Collaborate and offer consistent communication with reps, strategic account managers and cross functional teams, reporting on order statuses, customer concerns, suggested improvements and general feedback from the customer base. Weekly/biweekly meetings may be required.
Work in customer portals to update company contact information, closures, manage orders & inventory, respond to product questions, tickets, etc.
Ensure internal systems are updated with current account and contact information.
Work with Master Data Management to ensure customer data is accurate in SAP; all confirmations/invoices are flowing properly, terms and contacts are setup, contact info is accurate, etc.
Own and drive the established operating rhythms; develop new processes if they don't exist.

What You Need

Have a minimum of 3 years of experience
Be able to manage priorities and meet deadlines in a changing environment
Knowledge of data management
Experience with business intelligence or data visualization tools
Sharp critical thinking and problemsolving skills
Ability to drive work independently
Strong critical thinking and problem solving
Experience with data systems such as PowerBI, Tableau and would be an asset
Proficiency in Microsoft Office
College diploma or bachelor's degree preferred

What We Offer
Core Total Rewards

Fully funded Group Benefits (medical, dental, vision, life insurance, dependent life, AD&D, short term disability, & long term disability)
Group RRSP with 100% Employer Match up to 4%
Portable Benefits, Consult +, and Telus Pharmacy Group
3 Weeks Vacation Immediately
Employee Assistance Program
Workplace Wellness Program
Support of professional members