Key Responsibilities
1. Inbound Lead Handling (Core Accountability)
* Respond to all inbound leads via: Web forms, Web chat, WhatsApp, Phone
* Deliver first response within defined SLA to maximize conversion likelihood
* Maintain professional, customer-centric communication aligned to DGX scripts and tone guidelines
2. Lead Qualification & Conversion
* Conduct structured qualification (BANT-style): Budget, Authority, Need, Timing
* Assess urgency, application, and buying intent
* Convert qualified leads into Salesforce Opportunities
* Assign opportunities to Field Sales, Distributor partners, Inside Sales ownership
3. Budgetary Quoting
* Prepare and issue budgetary (indicative) quotes within defined scope
* Ensure quote accuracy, documentation, and CRM traceability
* Capture customer feedback and update opportunity status accordingly
4. Handoff & Sales Alignment
* Execute seamless handoff to sales within SLA
* Ensure Salesforce data completeness:
o Opportunity value
o Product line
o Campaign attribution
o Notes and qualification summary
* Collaborate closely with Sales to improve opportunity acceptance and win rates
5. Nurture, Follow-Up & Outbound Support
* Execute structured follow-up sequences:
o 6–8 touches over 5 business days
* Proactively support:
o Aftermarket opportunities
o Recurring service and maintenance cycles
* Recycle or close unresponsive leads based on DGX rules
6. Data, CRM & Feedback Discipline
* Maintain high CRM hygiene in Salesforce
* Provide feedback to DGX on:
o Lead quality
o Campaign effectivenessCustomer pain points (VOC insights)
* Support continuous improvement of DGX processes
Capability & Experience Requirements
Essential
* 2–5 years in Inside Sales, Sales Support, or Commercial Operations
* Strong customer communication skills (written & verbal)
* CRM experience (Salesforce preferred)
* Ability to handle high inbound volume with discipline and accuracy
* Commercial curiosity and coachability
Desirable
* Experience in industrial, engineering, or B2B environments
* Exposure to quoting or CPQ processes
* Understanding of aftermarket or service-based sales cycles
Governance & Enablement
* Onboarding aligned to DGX 30-60-90 day enablement framework
* Ongoing coaching supported by:
o GD Australia Commercial leadership
o AP Inside Sales Lead
* Performance reviewed via:
o Weekly KPI dashboards
o Monthly performance reviews
o Quarterly DGX alignment sessions
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