Technical Sales and Service
March 2016 — Present
As the sole sales administration team member, I was charged with sorting through email requests, quote and order inquiries, answering the customer service line, and creating quotes for sales representatives. I qualified technical service requests and determined which needed to be escalated beyond the sales team. When customers reached out to us about particular issues with our products, I was the first person they spoke to and made informed recommendations based upon my technical knowledge.
This role required clear communication skills and an even demeanor, as sometimes customers could become agitated or frustrated with our answers. I excelled at de-escalating confrontations both by phone and email. I served as the voice of the company and the first and only contact for many customers.
Once I gained a clear understanding of our products and services, I was promoted into the sales representative role. As the primary International and West Coast Sales representative and project manager for all custom projects in these territories, I have a wide range of responsibilities. Much of my time is spent interacting with customers and qualifying leads to determine which proposals need more support and finding new opportunities for our organization.
I work with internal scientists to develop the best possible project plans for my customers. Along with my scientific team, accounting department and other sales representatives, I research competitors to determine competitive pricing for our catalog and custom project work. I helped develop SOPs for quotation and ordering practices, as well as scientific content to train employees on our services.
Throughout a custom project, I communicate with customers using phone, email and WebEx on the status and timeline of their project. Our deliverables include regular reports generated by our scientists. I finalize each one before sending along to my customers.