Sales & Service Manager

Purpose of Position
The Sales & Service Manager is a leadership role responsible for supervising the Sales Executive Team. This position ensures that the Sales Executive Team effectively manage and grows STARTEAM’s customer base by providing outstanding service, maintaining strong client relationships, and achieving sales targets. He/ she is furthermore responsible (accountable) for training and developing assigned employees and enhancing effective collaboration with related parties. This role has budget and leadership responsibility and acts as a key link between the Sales Executives and Sales management, setting priorities, determines business strategies to improve efficiency, reduce operating costs whilst increasing performance.     

Job Responsibilities
• Supervise, control and manage all Sales Executive operations, incl. ensuring the smooth running of dayto-day business, constantly driving for operational excellence according to STARTEAM's culture parameters.  
• Build, lead and inspire a strong local Sales Executive team and cultivate a positive, collaborative, and result-oriented work environment. Drive for individual as well as team excellence, embracing high performance, customer orientation and enjoyment.  
• Exercise full leadership authority in assigned department, incl. appraisal, recruitment, termination and other personnel actions.  
• Identify and close gaps, manage risk and lead change to meet business objectives and operational needs, with positive impact beyond own department.   
• Cooperate with teams on strategic existing customer development and new customer acquisition (interface with Sales Executive global / BD).   
• Ensure close collaboration between the Sales Executive Team and Sales to achieve Sales Targets and win more business. 
• Independently handle and develop assigned C-Customer accounts to increase business share, in alignment with company strategies.  
• Actively handle account management through proactive engagement and CRM for assigned accounts. 
• Prepare or finalize quotations in cooperation with BD & Sales. 
• Engage in active customer relationship management, through customer visits, teams calls, emails, phone calls and other tools available, such as our CRM system.  
• Collaborate with Sales/Account Manager (AM) to generate new prospect customer and ensure execution of all related activities in targeted market segments following company rules and strategy. Follow-up with all involved departments to win the business.  
• Support Sales/AM activities to enhance Sales performance and customer satisfaction to grow business, measured by:  
1) New Customer Acquisition and Introduction (NCI) 
2) RFQ Handling & Tracking 
3) New Project Introduction (NPI) & Tracking 
4) Enhance conversion of RFQ to NPI to MP 
• Support Sales for New Customer Development and Account Management proactively by following up all related activities such as handling NDA & contracts, supplier assessment forms, qualifications, enquiries etc. 
• Support Sales to create new accounts, upgrade accounts and maintain account data of existing accounts in the CRM/ERP system. 
• Support Sales in ensuring that customer requirements are delivered on time through internal coordination with internal teams and the factory for the entire item life cycle. 
• Participate in other new business-related meetings (kick off, EQ, …) and provide other departments with customer information, expectations and requirements. 
• Ensure the maintenance of the item life cycle data in CRM/ERP system accordingly in order to guarantee data quality.    
• Report conversion rate of new product, performance and trends of delegated accounts.   
• Ensure strong, collaborative relationships across all departments to enhance operational efficiency and customer satisfaction.  
• Participate in field travels to customers and customer factory audits/visits with Sales if needed to enhance customer relationships.  
• Ensure follow-up together with Sales on overdue payments that are escalating from the CS team and maintain updated information in POWER BI. 
• Perform as a designated backup for Sales/Account Manager during absences, ensuring seamless customer coverage and communication.  

A. Competencies & Skills: 
• Excellent customer service orientation delivered in a cost-efficient way   
• Detailed know-how in developing strong business partner relationships locally and globally   
• Able to effectively lead and develop result-oriented teams, give timely and actionable feedback to direct reports and mentor, coach and motivate individuals.   
• Strong communication and interpersonal skills with the ability to effectively work with colleagues at all levels in a multidisciplinary and multicultural environment.   
• Superior analytical skills and creative problem-solving skills to assess complex situations. 
• Able to generate creative and innovative ideas for improvement, take advantage of opportunities and lead changes.   
• Highly competent in project management and knowledge of agile and change management tools.   
• Able to work effectively under time pressure and deadline driven within a fast-paced, dynamic and customer-oriented environment.   
• Strong negotiation skills and the ability to influence business partners and peers in critical situations to obtain consensus.   
• Superior in organization and priority setting, accurate and efficient with attention to detail and the ability to multi-task.   
• Able to work independently as well as part of a team with pro-active, self-motivated and responsible manner.   
• Excellent command in spoken and written English and Chinese.   
• Excellent computer skills in MS Office.   

B. Education & Work Experience: 
• University degree preferably in foreign trade or related field with strong technical background.   
• Min. 8 years of work experience in service for international customers, minimum 4 years in a leadership role.