International Customer Account Specialist
More Reasons to Join The Team
The Modal Shop offers a highly collaborative, team-based atmosphere with (bonus!) a casual dress code. We celebrate successes with team-wide events, offer ongoing professional development opportunities, and bring out our Modal Spirit for the holidays and special events (we’re talking Chili Cook-Offs, The Modal Olympics, Cornhole Tournaments, and more!). Total Customer Satisfaction, for internal and external customers alike, is at the heart of our business and guides our interactions every day. The Modal Shop also provides all full-time team members with 100% employer paid medical, dental, and vision premiums for you and your family. Our full-time team also receives 3 weeks of PTO per year in addition to 10 paid holidays.
As an International Customer Account Specialist you will assist the International Sales Team Leader in growing TMS business, part of the Systems Sector, through 8 International Direct Offices and more than 30 distribution channels. Responsible for providing Total Customer Satisfaction to both internal and external customers with efficient, professional communication. Team attitude is a must.
All actions to be guided by The Modal Shop’s Global Code of Ethical Business Conduct - Leading with Integrity.
- Committed to teamwork, cooperation, and understands and adheres to TMS Core Values.
- Develops, promotes, ensures compliance with and supports continues improvement of the MSQS system, including ISO 17025 and ISO 9001:2010.
- Provide sales support, customer responsiveness and price quotations, as well as quotation follow up with customers.
- Support field sales team with basic knowledge of products, services, and distributor behaviors.
- Team oriented, self-starter willing to work closely with others as well as independently across all time zones.
Responsible for the following activities across the sales distributor relationship:
Initial Contract / Web Presence / Webinars / Reports & ForecastsThrough help of Legal Team, issues and maintains TMS International contracts and communicates distributor information to inside Product Managers Helps maintain regular rhythm of contact with international offices by assisting International Sales Team Leader with planning and hosting internal training via webinar series and targeted proactive outreach Maintains email distribution lists by region for prompt communication of TMS product introductions, updates, and reports Supports cross departmental efforts to track website presence of TMS product on international office and distributor websites – works closely with Sales and Marketing Seeks to understand end customer applications that tie in with TMS products; occasionally helps with phones at front desk to learn more about customer needs and directions. Engages with Sales and Marketing Teams to plan Annual International Sales Summit (virtual or in person event – location / approach varies year to year) Works with IT as needed for report and forecast updates by region
OpportunitiesResponds to daily international sales leads generated by SEO web inquiries, webinars, international sales team members, email, or other methods Creates quotations in TMS CRM software and transmits them to distributors or customers Quotation follow up as needed, tracking inquiry-to-order closure rates Documents interactions with distributors in TMS CRM software Responds to customer requests for clarification of quotations. Initiate and escalate technical responses as needed. Identifies and send appropriate product documentation to customers.
Orders / ShipmentsExecutes contract review as defined by standard TMS procedures including review of export compliance, financial payment terms and logistics Works with CSR for prompt order processing Responds to customer requests for status update of orders and requests for escalation Works with Logistics to ensure proper INCOTERMS and shipment method are clear
Uplifting Service / Continuous ImprovementRecommends changes in products, service, and standard operating procedures by evaluating results and competition. Works with Service Team to process returns for recalibration or repair; developing solutions; preparing reports; enters Quality Concerns in response to customer complaints Maintains high level of Total Customer Satisfaction
Education: High School Diploma or equivalent plus 5+ years’ similar work experience; or Bachelor’s degree plus 2+ years’ experience.
Experience: Minimum 2 years’ experience in multi-cultural or multi-lingual sales environment. Working knowledge of Microsoft Office (Outlook, Word, Access, Excel, and Powerpoint) and SalesForce.
Travel Requirements: Light travel may be required.
Education: Knowledge of another language
Experience: Sound and Vibration industry knowledge a definite plus
Skills: Customer Service, Communications, Organization, Self-Confidence, Relationship Building, Sales Engaged'
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee is occasionally required to stand for up to 8 hours for tradeshow and customer installations. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.