Now Hiring - Inside Sales Operations Manager in Franklin, MA

Position Overview:

The Inside Sales & Customer Service Manager (ISCSM) manages the day-to-day activities of the Inside Sales and Customer Service Departments in the Americas. ISCSM is accountable for managing customer accounts with timely delivery & follow-up on quoting, account development, order entry and customer follow-up for the Americas.

Crucial in the role is the measurement and action on delivering feedback to customers on all aspects of the consideration, purchase, and support phases of our customers’ journey. Development and tracking of customer and role metrics are key measure on how the Americas team is performing.

Role also is a lead/partner in global sales & support and works collaboratively to ensure consistent approaches to sales and customer service.

Essential Job Functions and Accountabilities:

• Accurately and efficiently provides prompt, professional customer service to internal and external customers, including quoting, order entry, contract review, contract management and addressing customer issues
• Develops sales opportunities by researching and identifying potential accounts, soliciting new accounts, building rapport, providing technical information, and preparing quotations.
• Develops accounts by checking customer’s buying history, suggesting related and new items and explaining technical features.
• Performs and supports all contract review activities, provides price quotations and special pricing, investigates price discrepancies, and addresses customer issues
• Ensures that customer contracts and purchase orders are reviewed and with respect to terms and conditions
• Supports and develops direct reports
• Coaches and provides training to Inside Sales Representatives in an effort to support each Regional Sales Manager with their regions business development activities and goals
• Develops and tracks team metrics for Inside Sales & Customer Service Representatives
• Manages and updates Price Books with guidance from the Regional Managers
• Communicates equipment acknowledgment dates as well as reschedule dates to customers
• Manages contacts and quotations within a CRM software platform such as Dynamics 365 and provides regular updates and reports (opportunities, buying patterns, etc.)
• Prospects and establishes business development activities by using web search engines, trade directories, CRM, and internal databases
• Assists with PowerPoint presentations, webinars for Channel Partners, Trade Show preparation and special projects as needed
• Manages complete and correct customer order processing, in accordance with all SOPs and work instructions. Develops and maintains ISO work instructions and SOPs for any new processes, as required
• Ensures the quarterly global export screening performance meets Dynisco and parent company specifications. Resolves export screening related questions when findings do not seem clear and, if required, obtains guidance from legal counsel

Education

• Bachelor’s Degree or equivalent customer service experience or a combination of education and experience, preferably in a manufacturing environment
• Minimum 5 years of experience in purchasing/supply chain/manufacturing/production
• Previous supervisory experience required

Other Qualifications

• Demonstrated success in managing a high performing team, customer focused and building a collaborative team environment
• Excellent communication skills, both oral and written and a focus on team development
• Experience in business-to-business sales and customer service
• Strong computer skills and a good working knowledge of Microsoft Office, an ERP system, and CRM software.
• Experience with standard order entry procedures
• Familiarity with regulatory practices (Export Controls)
• International export and customer experience
• Experience with Contract management / Terms and Conditions negotiation
• Focused on customer satisfaction to ensure repeat business
• Excellent organization, prioritizing and creative problem-solving skills
• Sales Configurator experience, CRM experience, inside sales and technical support/ application service and support experience a plus

Technical & Management Skills

• Experience selling technical products in a business environment and the ability to learn about and promote technical products
• Strong team building skills and ability to set direction of employees so the team can meet corporate growth requirements.

• Ability to communicate with colleagues globally
• Ability to effectively present information and respond to questions from groups of managers, clients, customers.
• Proficiency in other languages a plus

Travel Requirements

• Ability to travel up to 25 percent of the time

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. While performing the duties of this job, the employee is regularly required to talk and hear.

What You Can Expect from Us

Our goal is to provide employees and their families with a comprehensive and competitive benefits package. Our benefits include Health Insurance, Health Savings/Flexible Spending Accounts, Dental Insurance, Vision Insurance, Life Insurance/Accidental Death & Dismemberment, Short-Term/Long-Term Disability, 401(k) company match on first 5%, Paid-Time Off, 11 Company-paid Holidays, Bereavement Leave, Jury Duty, Military Leave, Employee Assistance Program and Educational Assistance Reimbursement.

Who We Are

Dynisco is a global leader in innovative applications of high precision, sensor-based technology and critical insight solutions that improve process safety and performance for the plastics, oil & gas markets. The company serves a diverse group of customers throughout the world and with more than 6 decades of commitment to helping customers, Dynisco provides the tools and services for the polymer industry allowing customers a “window into the process”. The information Dynisco provides allows our customers to keep their process consistent regardless of their global locations. Dynisco’s diverse portfolio of sensing and polymer test equipment delivers some of the most accurate information available in the market for the measurement of polymer rheology, pressure, and temperature. Over the next 5 years, Dynisco will be aggressively expanding its business and is seeking top-level talent to join our growing team. ([please apply online] Come help us and some of the biggest names in plastic production shape the future of sustainability in the plastics industry. [please apply online] Dynisco is headquartered in Franklin, Massachusetts, with facilities in Tonawanda New York, Heilbronn, Germany and Malaysia. Dynisco will not pay to relocate. We are an EOE M/F/D/V employer.

Dynisco has a mandatory COVID-19 vaccination policy in place and requires all employees to present proof of vaccination as part of post-offer, pre-employment screening process.

Our Team. Globally, we are a team of diverse and talented individuals. Qualified candidates come to “Dynisco with a passion to grow while making a difference with innovation, employee engagement, customer partnerships and continuous improvement.
Our Culture. Every employee has a voice. At Dynisco, new hires are selected to affect change, participate in solutions, challenge the norm, collaborate and contribute.

DYNISCO VALUES

• Respect: We believe in the dignity of every person and the power that can be harnessed through diversity in talents, perspectives, and experiences.
• Credibility: We strive to earn long-lasting trust and credibility with others through uncompromising ethics, integrity, quality performance, and honoring our commitments.
• Customer Commitment: We meet or exceed customer needs and expectations by demonstrating deep understanding, meaningful collaboration, and a positive productive experience.
• Pursuit of Excellence: We promote a growth mindset that fosters creativity, innovation, and learning, to drive continuous improvement.
• Community Responsibility: We actively participate in our communities to support social priorities, help those in need, and drive a more sustainable future.

At Dynisco, we value the unique backgrounds, skills and abilities each team member brings to our workplace. We believe everyone deserves a fair opportunity to succeed and appreciate the experiences and perspectives each person brings beyond the traditional job requirements. Please don’t hesitate to apply even if you do not meet full requirements — we’d love to hear from you!

Experience

• 5 year(s): purchasing/supply chain/manufacturing/production

Education

• Bachelors or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)