Job Description

Element is hiring a Lead Development Associate (internal job title) 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 the office

What you will be doing:

Customer Focus

• Achieve goals by utilizing Element’s webforms/phone call/email handling processes to effectively respond to incoming callers / web inquiries
• 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

Compliance

• Ensures compliance with all policies including but not limited to terms and conditions, trade compliance, treatment of others, moral code of conduct, and employee handbook
• Ensures adherence to all applicable laws pertaining to safety, environment and corporate governance

What we are looking for:

• 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 Blue Ash location 3 days a week

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