Customer Support Specialist

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 officeWhat you will be doing: Customer FocusAchieve goals by utilizing Element's webformsphone callemail handling processes to effectively respond to incoming callers web inquiriesAsk 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 leadPerform to KPIs: speed of response (time to contacttime 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 laboratoriessales team in a prompt mannerDevelop and maintain ongoing relationships with sales and operational colleaguesComplete customer follow-up emails and phone calls as required each dayAct as a resource in routing customer questions issues and follow up to ensure customer satisfactionActively utilize Dynamics CRM to accurately record lead information, activities, contact details, and updatesOngoing DevelopmentBuild and maintain a solid and current knowledge of Element's service offeringsKeep up to date with latest developments in Element's service portfolio and accreditations, increased scope, and changes to laboratories including acquisitionsParticipate in trainingcoaching opportunitiesComplianceEnsures compliance with all policies including but not limited to terms and conditions, trade compliance, treatment of others, moral code of conduct, and employee handbookEnsures adherence to all applicable laws pertaining to safety, environment and corporate governanceWhat we are looking for: at least 1 year of sales, marketing, or customer service experience, or equivalent combination of education and experienceAbility to read and interpret documents such as customer quotescontracts, marketing materials, and customer testing specificationsAbility to understand practical customer problems and interpret a variety of instructions, data and details furnished in written, oral, diagram, or schedule formWell-developed written and verbal communication skills in a professional styleStrong interpersonal skills that foster open upward and downward communication built on mutual respectAbility to interface with customers and determine their requirementsExperience working with a CRM - Microsoft D365 is a huge plusMust be able to go into the Blue Ash location 3 days a week

Created: 2025-02-14