Under supervision, the Inside Sales Engineer I (ISE I) provides quote support and basic technical support to other Inside Sales Engineers and Field Sales representatives.
The ISE I works with other ISEs on sizing and proposal preparation of Emerson's products that matches application requirements and generates a quote that will result in the customer purchasing from Emerson.
The objective of the ISE I position is to help optimize our quote to cash service levels by offering support to our customers, therefore strengthening the relationship with them.
Responsibilities Quote Processing :
Receive and process customer requests for quotes.
Accurately upload request for quote / proposals in the business systems.
Using the established standards, check that all information supplied by the customer is correct and complete to ensure the customer receives the quote / proposal they need and at the time they need it.
Review quotes for technical conformance as in valid model options, configuration ranges, documentation options and device compatibility.
Accurately perform sizing and enter quote / proposals in the business systems. Send quote, sizing and other related documentation to the internal / external customers, as required.
Contact internal customer care personnel to gather information required to resolve quote issues or to collect missing information at the data entry stage.
As required, coordinate with other departments / groups, personnel and technical subject matter experts to have them review and validate the technical requirements of the customer’s request for quotation.
Maintain updated customer information in business systems and other databases. Collect and save needed documentation to ensure compliance with Emerson record retention and documentation procedures.
Practice good phone skills in terms of the ability to open, manage and close a presales technical sales support call. Manage in a timely, accurate and proactive way each customer interaction.
Assist other customer care personnel with correction of quote entry errors
Process, Systems & Tools :
Receive and process customer Technical support requests.
Maintain proficiency and utilize all of business systems required to enter and process quotes.
Maintain accurate records of all activities related to quotes from receipt of the request for quotation (RFQ) to process completion.
Understand and implement all aspects of
Emerson document retention procedures.
Understand and consistently apply commercial policies and business practices related to quote entry process.
Ensure compliance with import / export, contract and government requirements. Screen quotes for compliance with Emerson Terms and Conditions, Agreements and standards.
Job Knowledge & Teamwork :
Understand basics of Emerson products, model numbers, and price list.
Understand and follow established processes in accurate data entry and process hand-off.
Continually enhance knowledge of Emerson products, applications and industries served.
Provide backup and support for ISEs and Sales Team to maintain appropriate service levels.
Provide consulting support to the Sales Facilitators / Order Management when processing an order.
Perform other duties as required.
Education : Bachelor Degree or Advanced Student of Chemical, Mechanical, Electrical Engineering or any other engineering related fields.
Experience : 0 Years of Customer service, data entry experience, or other related experience.
Solid keyboard skills and a strong proficiency for using Windows & MS Office applications is a must.
English Proficiency (Written & Oral) Level, minimum must be B-2 (Upper Intermediate).
Must demonstrate strong communication skills and good level of written and spoken English.
Must be willing to work on North America shift schedules upon business needs.
Preferred Qualifications :
Education : Bachelor Degree of Chemical, Mechanical, Electrical Engineering or any other engineering related fields.
Experience : 1 to 2 Years of Customer service, data entry experience, or other related experience.
Work experience associated with selling or supporting a technical product where there was a business to business relationship.
Solid prioritizing and organizational skills along with being a self-starter.
Under some supervision, individual must communicate clearly and concisely with both internal and external customers via phone, email, and other available tools, utilize problem solving and decision-making skills and maintain attention to detail in a high-stress, working environment.
Must be able to work well in a close team setting.
Aptitude for technical topics is a plus.