Customer Service Representative

Consultative Sales Representative

This position is responsible for using a consultative sales approach to assist internal and external customers in purchasing necessary service products for their Multivac packaging and processing equipment. This position maintains a high level of customer service with a focus on increasing on-going service products sales. This position will travel up to 80%.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Conduct online and in-plant evaluation of all Multivac equipment and spare part inventories, and provide customer with relevant service products proposals aimed at optimizing customer readiness and productivity. This includes providing recommended spare parts proposals to support newly purchased machines in a timely manner so that relevant critical, wear, and spare parts are available at the plant in time for machine commissioning.
• Analyze machine age and cycle count of customer-owned Multivac equipment, and proactively engage with customer to facilitate planned service and parts activities appropriately scaled to the opportunity. Propose and sell service products that optimize the reliability and efficiency of the customer's Multivac machinery. Planned service activities should include machine audits, audit repairs, component/assembly replacement/refurbishment, and preventive maintenance agreements.
• Upon receipt of Technical Service Quotes (TSQ) from internal team, provide related proposals to customers within the business week in which the TSQ was created. Track and chase TSQ's with customers at least three times within 30 days, and record chase dates on TSQ sales tracking report. Submit TSQ update report to manager along with monthly sales report.
• Submit requests for proposals to Service Products Coordinators via the designated administrative systems and within established timeframes. Provide sales documents, customer purchase orders, and related documentation to coordinator or manager within 48 hours of 'won' orders. Update and close out administrative systems accordingly.
• Evaluate all new machine types that arrive in territory. Ensure that the Parts Inventory Manager is provided with a list of parts recommended to add to Kansas City parts stock. Ensure department's readiness to address emergency and high-use parts needs for the new machine type.
• Maintain a database of customer follow-up calls, quotations pending, spare parts custom-kit lists provided, and routine calls. Leverage CRM, SAP, and TSQ systems as directed.
• Assists customers in validating the accuracy of their service products documentation and revise as necessary.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: Associate's Degree and two years related experience; or equivalent combination of education and experience. Prefer two years technical sales experience in one or more of the following: capital equipment, packaging materials, other industry related goods, or experience within the MULTIVAC organization. Practical mechanical experience also preferred.

Computer Skills: To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word, Excel, and Power Point. Previous CRM and ERP systems experience preferred.

Certificates and Licenses: Current valid driver's license and the ability to obtain a passport for travel as required by position.

Work Environment: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is frequently exposed to work near moving mechanical parts. The associate is occasionally exposed to wet or humid conditions (non-weather); cold (non-weather) and heat (non-weather). The noise level in the work environment is occasionally loud.