Element is hiring a Lead Development Associate to join our team in Edinburgh to maximize sales opportunities by creating a world-class first impression for customers who contact Element through sales inquiry website forms and telephone numbers.
As the first point of contact for global customers, the Lead Development Associate plays a vital role in the Element sales process. The position consists of multiple responsibilities which help deliver a high customer experience. This includes professionally answering incoming calls and emails from internal and external customers, asking sales-minded questions to pre-qualify incoming requests, posing technical questions to further clarify customer requirements, and efficiently assigning incoming leads to the Element location most capable of providing services.
This position is hybrid: 3 days in our Edinburgh office. This is a Monday-Friday full time role.
Customer Focus
* Achieve goals by utilizing Element’s webforms/phone call/email handling processes to effectively respond to incoming callers/web enquiries.
* Ask inquisitive questions and gather relevant technical detail on each request to assign to the most appropriate location, and better inform the sales team when handing over the lead.
* Perform to KPIs: speed of response (time to contact/time to assign), accuracy of data entry in DCRM, assigning to the right laboratory, qualification rate and leads won (£).
* Utilize processes, tools (including the digital capabilities matrix), and knowledge to properly assign requests to the most appropriate laboratories/sales team in a prompt manner.
* Develop and maintain ongoing relationships with sales and operational colleagues.
* Complete customer follow-up emails and phone calls as required each day.
* Act as a resource in routing customer questions/issues and follow up to ensure customer satisfaction.
* Actively utilize Dynamics CRM to accurately record lead information, activities, contact details, and updates.
Ongoing Development
* Build and maintain a solid and current knowledge of Element’s service offerings.
* Keep up to date with latest developments in Element’s service portfolio and accreditations, increased scope, and changes to laboratories including acquisitions.
* Participate in training/coaching opportunities.
* At least 1 year of sales, marketing, or customer service experience, or equivalent combination of education and experience.
* Ability to read and interpret documents such as customer quotes/contracts, marketing materials, and customer testing specifications.
* Ability to understand practical customer problems and interpret a variety of instructions, data and details furnished in written, oral, diagram, or schedule form.
* Well-developed written and verbal communication skills in a professional style.
* Strong interpersonal skills that foster open upward and downward communication built on mutual respect.
* Ability to interface with customers and determine their requirements.
* Experience working with a CRM – Microsoft D365 is a huge plus.
* Must be able to go into the Edinburgh location 3 days a week.
Seniority level
Entry level
Employment type
Full-time
Job function
Sales, Business Development, and Science
Industries
Manufacturing
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