Customer Retention & Sales Lead Specialist

Customer Retention & Sales Lead Specialist

Since 1952, Lawson Products has worked hard to make our customers' jobs easier by improving their operational efficiency, productivity and overall performance. As a leader in the MRO industry, we partner with customers to make sure they have the right maintenance and repair parts on hand when needed. We're looking for a Customer Retention & Sales Lead Specialist responsible for prospecting new leads and retaining "at risk" customers. This role initiates customer interest through outbound calls, determining which potential customers are most likely to make a purchase, and securing sales appointments for our sales representatives. This role also contacts customers "at risk" of discontinuing purchases from Lawson to encourage further business. Our corporate headquarters is located in Chicago, IL. This role operates on a hybrid work model; employees spend two days working in the office and three days working remotely. We offer 401k plus vision, dental and medical benefits, as well as a paid holiday and PTO package.

Responsibilities:

• Lead Development
• Represents and promotes the sales interests of the company through the proactive identification and qualification of business leads to establish viable sales opportunities.
• Creates prospect lists from cold-calling marketing leads, telesales, market research, direct email campaigns, and more.
• Qualifies and scores the viability of a lead for the sales team.
• Places a high volume of outbound calls to potential customers to develop prospects for the sales representative.
• Schedules appointments with customers for sales representative.
• Works with sales team to ensure leads are reviewed.
• Nurtures longer-term prospects.

Customer Retention

• Makes phone calls to customers with missed call cycles or without an assigned sales representative.
• Temporarily services existing accounts, providing outstanding customer service.
• Supports and oversees "at risk" relationships throughout the sales cycle.
• Makes sales to the customer, locating customer's purchasing agent(s) to encourage reorder of product. Works to upsell by offering related and new products.
• Educates customers by discussing Lawson's products and services, discussing credit terms, quoting prices, or preparing sales order forms and reports.
• Establishes a consistent call cycle with accounts.
• Recommends reassignment of accounts as appropriate.
• Resolves account issues or refers them to the appropriate departments.
• Processes quotes and orders.

General

• Meets and exceeds productivity targets, submitting periodic activity reports as required.
• Documents key CRM and follow-up information in the retention database.
• Maintains technical product knowledge and researches current market conditions and trends.
• Other duties, responsibilities, and qualifications may be assigned as necessary.

Qualifications & Requirements:

• High school diploma or GED, with 5 years of experience in lead generation and qualification in a call-center environment, or a related area, or an equivalent combination of education and experience.
• Must possess previous sales-oriented customer service experience with formal training in customer service soft skills, a plus.
• Sales experience is desirable, including a broad knowledge of MRO industry policies and products, as well as standard concepts, practices, and procedures within the MRO industry. SAP experience is a plus.
• Excellent customer service, relationship-building and communication skills.
• Strong project management and organizational skills.
• Ability to work independently, as well as collaborate well in a team.
• Good analytical skills.
• Proficiency with personal computers, Microsoft Word and Excel.
• Creative problem solver, results-oriented, with the ability to offer ideas for process improvement.
• Attendance and punctuality are important for performance.

Lawson Products is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.