Customer Service Manager - Wellhead - Weir Oil & Gas - Dubai
To celebrate Weir’s 140 years in business, this video traces the business from its creation in Glasgow, Scotland in 1871, to its development into a global engineering solutions provider. For more information on The Weir Group PLC please visit our corporate website .
Business Need / Purpose of Role:
Manage and expand customer base with a professional sales team. Develop and promote sustained sales growth to achieve company sales objectives.
Objectives & Measurement – Key Responsibilities:
Including but not limited to:
Achieve sales turnover and profitability in line with company objectives
Expand Customer base
Identify key projects
Building relationship with key personnel (decision makers) within a customer’s site
Understanding customer needs and proving solutions accordingly
Staying up to date on service capabilities for enhancing sales
Preparation of presentation and proposals to obtain new orders including proper review of customer specifications and commercial requirements
Coordinating and resolving customer service issues in a manner that retains the customer and provides opportunity to additional revenue in the future
Assisting the finance department in collecting unpaid debts
Organize efficient travel within agreed budgets
Management of entertainment budget
Completes call, sales and expense report on a accurate and timely basis
Serves as a resource for less experienced direct sales staff and provides necessary training
Manpower planning
Conducting Performance Appraisals for the sales team
Ensure completion of customer satisfaction reports
Ensure that the ERP system is utilized to maximum possible extent
Preparation of customer database installation list/business cards and visit reports
Interact with the operations department to ensure that the customer needs are met
Establishing KPIs for the department and other department staff
Achievement of sales targets
Clients database
Customer Feedback
Regional Sales Brochure
Motivated sales team
Win/loss analysis report
Job Knowledge / Education and Qualifications:
Degree in engineering
Technical sales experience
Experience of Wellhead Equipment Sales
Strong knowledge of engineering principles and practices
Strong interpersonal, communications skills and outstanding ability to develop relationship with others
Self starter and ability to troubleshoot and solve technical problems
Safe driving record and valid drivers license
Good computer skills
Core Competencies:
Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Interpersonal Skills – Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things.
Managing People – Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates’ activities; makes self available to staff; provides regular performance feedback; develops subordinates’ skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; improves processes, products and services.; continually works to improve supervisory skills.
Change Management – Develops workable implementation plans; communicates changes effectively; builds commitment and overcomes resistance; prepares and supports those affected by change; monitors transition and evaluates results.
Delegation – Delegates work assignments; matches the responsibility to the person; gives authority to work independently; sets expectations and monitors delegated activities; provides recognition for results.
Business Acumen – Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals; knows the competition; is aware of how strategies and tactics work in the marketplace.
Cost Consciousness – Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.
Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
Professionalism – Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Safety and Security – Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.
Innovation – Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others’ attention.
