Inside Sales Support Specialist

Job description

Caterpillar currently has an opportunity for an Inside Sales Support Specialist based in Singapore.

Reporting to the Regional Sales Manager, this role supports day-to-day sales activities by providing information and assistance to internal organizations / customers (Commercial Sales/Marketing team, Service Team, Project Execution Team, etc.) and external customers upon internal customer specific requests, to achieve timely offer and support to customers and ensure good customer satisfaction in terms of making proposals on time and assisting any problem solving related to Sales and Service tasks.

Timely coordination and support in generating commercial / technical proposal with internal cross function teams via the dedicated system / process is a key measure for this role.

What You Will Do:

• Supporting Commercial Sales team in preparing and tracking AISTO TA (Technical Approval) status with TSS (Technical Sales Support) team and completing technical and commercial proposals out of AISTO system for partners and direct customers.
  
  
• Preparing price offer for direct business (both Prime Engine and Service) and supporting the tender preparation with Sales and Project Execution team.
  
  
• Tracking project status between Sales and Technical Sales Support (TSS) (complex DTO -Design to Order project).
  
  
• Supporting Commercial Sales team and Regional Service team in generating related service / parts quotations out of SAP and Service Shop.
  
  
• Supporting Commercial Sales team and Regional Service team in preparing parts/service quotation margin and SPR (Special Price Request) analysis.
  
  
• Supporting Commercial Sales team to unblock the Service Order in Service Shop and SAP system with specific Service Opportunities.
  
  
• Supporting Commercial Sales and Regional Service team in generating customer purchase behavior and making proper recommendations for optimization.
  
  
• Working with TSS and Service team in HQ Mannheim for accelerating Prime Engine or/and Service proposal development with related SME (Subject Matter Expert).
  
  
• Acting as SME in the Commercial Team for AISTO XT, Service Cercal XT, Service Shop and TCG Portal in ensuring best efficiency out of the process and system.
  
  
• Supporting Sales and Marketing team in marketing campaign activities, and online e-commerce activities.
  
  
• Answering inquiries and resolving problems regarding products and services via calls, email or internet chat.
  
  
• Conducting periodic and regular surveys of customers to determine satisfaction and cross-selling opportunities.
  
  
• Performing contract administration support and resolving contract related issues.
  
  
• Developing new prospects, establishing customers in MDG, and finding opportunities to introduce an organization's products and services.
  
  
• Coordinating customer visit accommodations with MWM HQ colleagues for assuring best customer visit experiences for both industrial tour or specific job content, like FAT (Factory Acceptance Test) or PDI (Pre-Delivery Inspection), etc.
  
  
• Supporting Commercial Sales, Service and Project Execution team upon from time-to-time customer request in his or her capacity.
  
  

What You Have:

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

• Focuses activities on developing and maintaining positive customer relationships.
  
  
• Explains why customer satisfaction is important to successful product/service delivery.
  
  

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

• Explains characteristics and steps in an effective decision-making process.
  
  
• Identifies issues and communicates with others when a decision needs to be made.
  
  

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Cites examples of effective and ineffective communications.
  
  
• Explains the importance of effective business communication.
  
  
• Speaks/writes using correct language, mechanics, and gestures.
  
  

Negotiating: Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.

• Accesses organizational policies and practices for negotiating.
  
  
• Utilizes techniques for establishing rapport and building trust.
  
  

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

• Provides examples of the characteristics of effective business relationships.
  
  
• Identifies key business relationships in own organization.
  
  

Value Selling: Knowledge of the principles and practices for selling products, technology and services; ability to provide overall product/service 'value' and to differentiate support offerings that address clearly understood customer needs.

• Presents product, technology or service costs and benefits in reaction to prospect or customer requests.
  
  
• Describes general concepts, practices and benefits of value-based versus product selling.
  
  

Additional Info:

• This position requires working onsite five days a week.
  
  
• Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of Singapore which can be found through our employment website at .
  
  
• International Assignment is not available.
  
  

Required Skill Profession

Other General