Customer Experience Specialist
2 months ago
Primary Function / Primary Goals / Objectives: Business Retention, value Expansion and provide Level I service to improve customer experience, ensure the retention rate to achieve the revenue and get profitability
Major Responsibilities: ⢠Ensure instrument analytical turnaround time (uptime/repair/maintenance) ⢠Conduct customer business review (KPI reviews) ⢠Manage customer relationship and thoroughly plan, prepare and follow up customer visits (pre-call plan, post-call notes) ⢠Identify customer training requirements and deliver customer training ⢠Coach customers and share knowledge (education) ⢠Identify and resolve customer pain points (troubleshooting) ⢠Replenish and control customer inventory ⢠Build image and brand in eyes of customer ⢠"Sell" or reinforce Abbott's total solution value offering ⢠Collect and transmit VOC (Voice of Customer) ⢠Contact distributor for certain business opportunity ⢠Manage VPT process for new instrument opportunity (Value Expansion). ⢠Renewals of most of the assigned accounts (adhering to standard renewals procedures) ⢠Menu expansion (utilization of existing products; new product launches) ⢠Service sales ⢠Product promotion ⢠Forecast and Order management ⢠Identify/open door for opportunity to expand offering into other departments (prospecting, not doing) ⢠Spare parts management ⢠New assay applications ⢠Price management ⢠Service sales ⢠Menu expansion ⢠Lifecycle management of product ⢠Service cost management ⢠Contract Life Cycle and Compliance ⢠NPS responsibility (incl. hot sheets) ⢠Management of inter-client relationships ⢠Assay availability and performance ⢠Instrument installation & commissioning ⢠Level 1 service/fixes & Level 1 TSBs - hardware & software upgrades ⢠Manage customer maintenance ⢠Proactive monitoring and communication via AbbottLink ⢠Escalation & support ⢠CMS Next tickets (opening & closing) ⢠Aforce use and maintenance (CRM).
Key Requirements
Good sales background preferably in IVD or at least device industry ⢠Med Tech background is preferred, or with Technical Application History ⢠At least 3-5 years selling experience ⢠Good track record in sales performance. ⢠Practical interfacing with customers ⢠Strong People management and communication skills ⢠Trouble shooting/problem solving skills ⢠Shows ability to prioritize without help ⢠Strong Negotiation skills ⢠Strong sales skills ⢠Strong work ethic ⢠Service-minded ⢠Customer orientation ⢠Basic application know-how
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