Lead Management, II

				Overview:

The Lead Management II is responsible for being the centralized point of contact for end-user customers. This position handles inbound (pre)sales related calls, chats, web inquiries, and emails from prospects or customers, and qualifies leads and allocates them to sales teams or channel partners based on the country and product division and consequently ensures appropriate follow up action is taken. The role also takes part in campaign follow-ups, event tele-boosting, teleprofiling, and data verification projects when required by Regional Marketing teams.

Responsibilities:

* Provides call handling for all end-user customer inquiries (phone, email, chat, webform, tradeshow and social media); tracks all transactions in the lead mgmt system
* Follow-up on campaigns, perform s teleprofiling and data verification calls as and when required by Regional Marketing
* Ensures all inquiries are followed up and their status updated in the system to secure marketing database and reporting accuracy
* Possesses a generic level of understanding of the whole Zebra Technologies product & solutions portfolio and latest Zebra product releases to support all type of inquiries and follow up on them accordingly
* Promotes a positive image of product, technical skills and company commitment to provide quality customer service
* Ensures Zebra's sales resources and partners receive qualified and comprehensive leads
* Supports Sales/Partners by updating leads and data in the system on their behalf, assists with Allocation and program system rules
* Provides daily quality reporting and maintains accuracy, Trouble shoot and investigate lead transactions
* System training to Sales & Partners
* Qualified leads and support to Sales and Partners on lead management
* Quality and complete data in the system
* Reports for quality and lead generation metrics
* Pre-sale support to customers
* Active participation in system testing
* Outbound demand general call support as required
* Provides recommendations for newco lead management system and processes
* Create newco lead management, lead generation and follow-up processes

Qualifications:

Preferred Education:

* BA/BS degree preferred or equivalent work experience

Preferred Work Experience (years):

* 2-5 years experience in customer support, marketing or sales support

Key Skills and Competencies:

* Team worker
* Full professional proficiency in English 
* Action oriented
* Customer focused
* Results driven
* Strong problem solving
* Excellent time and task management
* Ability to multitask
* CRM/PRM knowledge
* Excel/PowerPoint
* Strong communications skills both spoken and written, strong negotiation & selling skills
* Multilingual (EMEA)
* Awareness of regional and cultural differences
* Product portfolio and solutions knowledge
* Strong interpersonal and communication (written and verbal) skills
* Calm and confident telephone manner

Preferred Qualifications:

* Customer Service Knowledge -Understanding of service flows, escalations, SLAs and customer feedback loops. 
* Ability to generate reports 
* Lead tracking
* Salesforce
* Clear and effective communication 
* Strong ability to understand customer needs and pain points.
* Works well with cross-functional teams: Sales support, marketing)
* Experience in lead nurturing and customer retention.
* Customer journey mapping
			

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