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Inside Sales and Product Support

2 months ago

SainteAnnedeBellevue, Canada Bionetix International Corporation Inc. Full time

The purpose of this position is to engage with customers by providing sales support, handling price quotes, and offering basic product guidance. This role ensures customer satisfaction through effective communication and collaboration with various departments such as shipping, production, the lab, and quality teams. Additionally, the Inside Sales and Product Support Representative manages the sample distribution process, assists with product support by addressing technical inquiries and escalating complex issues when necessary, and contributes to marketing efforts by supporting the creation of technical write-ups and other marketing-related activities.

Inside Sales / Customer Service

  • Build and maintain relationships with existing and potential customers through regular communication by understanding customer needs, addressing inquiries, and providing support throughout the sales process.
  • Identify and qualify leads through research, cold calling, and networking, understanding the microbial industry landscape, staying updated on industry trends, and identifying potential customers who may benefit from the company's products or services.
  • Provide pricing quotations for product offerings using price list and assist with more complex quotations.
  • Register quotes in quotation log, and maintains log for all sales team
  • Maintain accurate records of sales activities using Salesforce and provide regular reports to management on sales performance, key metrics, and progress towards goals.
  • Send out marketing materials, such as Product Data Sheets.
  • Provide order status and shipping information to customers.
  • Support the sales order process from receipt to fulfillment, ensuring accurate and timely processing of orders. Following up with customers to confirm order details, provide shipment tracking information, and address any post-sale issues or concerns.
  • Qualify and follow up with leads received by website or phone and provide sales leads to sales representatives and/or distributors.
  • Collaborate with a cross-functional team, working closely with other departments such as marketing, sales, product development, and customer support to coordinate sales activities and ensure a seamless customer experience, providing feedback to internal teams based on customer interactions.
  • Execute the sample process, completing sample request forms, updating the sample log, shipping the packaged samples, and following up on samples with customer.
  • Assist Sales Director in keeping the price list current.
  • Administer Customer Satisfaction surveys on yearly basis
  • Coordinate trade show preparation and oversee post-show

follow-up initiatives

Product Support

  • Serve as a point of contact for customers needing basic technical information on product specifications, features, and applications.
  • Assist customers with resolving product-related issues, providing guidance on product usage, and escalating complex technical problems to senior technical staff or the lab team.
  • Continuously update your knowledge of the company's products to ensure accurate and helpful responses to customer inquiries.
  • Contribute to marketing activities such as technical write-ups, and other promotional materials.
  • Gather and relay customer feedback regarding product performance, common technical issues, and market trends to internal teams, contributing to product development and improvement.

Secondary job accountabilities

Greet visitors, answer incoming calls.

Provide administrative support to shipping function.

Assist Lab Manager with maintaining PDIFs.

Inputs supplier price lists into ERP system

Assist Production Manager and Office Manager in Supplier Price list

Other related duties as assigned.