Role Overview
Engage daily with the existing customer base, converters, and prospective customers. Promote sales and distribution with a network of contacts. Increase market share by delivering high levels of service to the network.
Key Responsibilities
Engagement and Targets
- Uphold and demonstrate core organizational ethics and values.
- Conduct market and customer needs analysis to ensure that all sales targets are met.
- Conceptualize new and innovative strategies to achieve sales targets.
- Follow up on new sales leads and build a detailed sales pipeline with prospective values.
- Analyze and recognize potential growth opportunities in the market.
- Engage with any appointed distributors and manage channel sales.
- Increase footprint and customer base for the brand in specified area of responsibility.
- Actively engage with converters to identify new opportunities.
- Actively increase opportunity pipeline for monthly, quarterly, and annual sales and maintain a close rate equal to peers / as per target.
- Provide input to S&OP meetings (discuss forecasts accuracy, slow moving and obsolete stock and identify crisis areas).
- Create and manage a customer value proposition plan for existing and new customers.
- Align and execute a strategic sales plan designed to maximize Return on Time Investment within the assigned territory. This includes maintaining a minimum frequency of four customer field visits per day and ensuring all visit reports are updated on a daily basis.
- Supply management with oral and written reports on customer needs, problems, interests, competitive activities, and potential for new products and services.
- Keep abreast of product applications, technical services, market conditions, competitive activities, advertising and promotional trends through the reading of pertinent literature and consulting with marketing and technical service areas.
- Conduct sales activities and extract value from customers through the use of company tools and training provided.
- Take informed decisions and follow necessary approvals regarding terms and conditions of pricing, rebates, COD pricing and discounts.
- Communicate with clients consistently to provide updates on account status.
- Monitor overdue balances and support credit control efforts to ensure alignment with corporate financial policies.
Technical Service & Customer Complaint Handling
- Provide on-site technical support to customers, troubleshoot and resolve customer complaints, diagnose problems, and identify solutions ensuring customer satisfaction. Collaborate with QC for effective corrective actions.
- Drive proactive marketing of Advantage Services to Key Customers & Internal Stakeholders.
- Maintain records of customer technical visits, reports, complaint resolutions, product qualifications, and customer interactions.
- Collaborate with the Product and BD team to identify Converter opportunities, needs, and challenges.
- Provide technical advice and solutions on product and brand training with both internal and external customers when required.
- Ensure compliance to customer complaints handling process and quality issues are resolved as per customer satisfaction.
- Analyze complaints trends and drive improvement plans for repetitive complaints.
- Collaborate with the PLT team, regional technical resource pool, and knowledge center to get faster responses to customer complaints and technical queries.
Customer Service & Commercial Excellence
- Maintain comprehensive records of all customer interactions, visit reports, contacts, and Quip activities within Salesforce.com.
- Provide all necessary inputs to CS team on recording customer complaints within 24 hours of complaint being received.
- Update customer price lists, ensuring all modifications are approved and accurately integrated into Avery Dennison’s operating systems.
- Manage the end-to-end complaint resolution process, communicating final outcomes and results to the customer.
- Engage in collaboration with the CS and Marketing teams regarding the advancement of regional digital initiatives.
Job Requirements and Experience
Pre-Requisite Experience
- Minimum 4–7 years of relevant external experience in technical sales.
- Sound knowledge and understanding of packaging and labeling applications, including active problem solving of technical issues raised by customers.
- Willingness to travel within the region.
- Understanding of the local market and customer base is a plus.
- Experience in B2B level interaction with converters and end users is desirable.
- Valid driver’s license and own reliable vehicle.
Formal Qualifications
- Diploma or Degree in Packaging, Printing, or equivalent with techno-commercial experience.
- Relevant qualification or experience in Flexo, Offset, and Digital technologies or related industries is an advantage.
Required Competencies & Skills
- Technical knowledge of products and applications
- Insightful judgment and business acumen
- Active promotion of collaboration and drive for results
- Strategic planning and project engagement
- Strong verbal and written communication skills
- Excellent listening and customer liaison skills
- Advanced computer skills (Microsoft Office Suite)
- Analytical problem-solving and time management skills
- Ability to handle multiple tasks simultaneously
- Forecasting, attention to detail, and organizational skills
How to Apply
Interested and qualified candidates should apply online by visiting the official recruitment portal: Apply on SmartRecruiters.
