Senior Sales Support Specialist (Based in Australia) - [D-174]

Senior Sales Support Specialist (Based in Australia) - [D-174]

15 Nov

15 Nov



Position Summary:

The Senior Sales Support Specialist will be responsible for supporting the Sales organization by developing quotations for sales reps in accordance with pricing, legal and financial standards and guidance from sales. This is a senior role within the APJ Sales Support team, so will involve close collaboration with sales executives and key stakeholders across the global organization. The role also includes managing and participating in projects and other continuous improvement initiatives that support the quotation process and quote-to-cash cycle.

The ideal candidate should be excited to be working with colleagues across Asia and be capable of adjusting to differing cultural nuances. This may, on occasions,

extend to working and aligning with the global Illumina Sales Operations teams. The ideal candidate is perceptive and capable of identifying actions or processes that are against the best interests of the company and be capable of taking appropriate action to escalate and correct the issue where appropriate. They must also be able to readily adapt to the changing needs of our customers and sales team.

Position Responsibilities:

- Provide quotations to sales team or field service upon request (e.g. standard, custom, billable quotes) based on product specifications, pricing, and discount levels, according to global and APJ pricing strategy and discounting policies

- Is proficient in the quote process and lifecycle and able to advise the Sales and Service team on appropriate deal structure, output layout, next step and approval status

- Be aware of Illumina Pricing and related policies and be able to advise others on key aspects of these policies

- Review final proposals to ensure deal is in accordance with all quotation and discounting policies.

- Ensures all administrative tasks associated with deal or contract closing are carried out in collaboration with key stakeholders, ensuring a clean hand-off to Customer Service

- Plans and leads periodic contract (e.g., ‘Annual Standing Agreement’) renewal process

- Trigger escalations appropriately and seek approvals for non-standard business cases

- Ensure SOX/ISO/audit compliance and quality requirements are met

- Execute pricing changes with Sales or Service team using Pricing Center of Excellence framework

- Conduct quote-related trainings to Sales team members and Illumina sales channel partners (distributors)

- Create and publish any non-standard work instructions relating to a specific region or customer

- Coordinates with the Complex Deal Specialist to identify non-standard deals and work in partnership to document actions and finalize proposals

- Provide recommendations to resolve problems or improve business processes

- Lead or participate in projects involving process improvements, new business process rollout, and new system implementations. Includes beta-testing and providing feedback on pre-launch sales admin tools

- Compile information, analyze data, prepare reports on trends in quotes generated (volume, products, source, etc.) and other areas of sales administrative support.

- Identify and resolve customer satisfaction and/or operational issues proactively by engaging cross functions at varying levels to seek appropriate solutions to meet internal and business partners’ requirements

- Possesses strong working relationships with internal stakeholders across Illumina businesses

- General sales administration and support functions for Illumina sales reps and managers, as agreed from time to time

Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Position Requirements:

- Bachelor’s degree or equivalent a must.

- Strong written and verbal communication skills in English.

- Proven analytical, organizational, problem solving and project management skills

- Strong attention to detail and commitment to deliver quality work in a timely manner

- Demonstrated ability to multi-task, work in team settings, and work independently when required

- Understands Go-To-Market strategy principles, key customer engagement processes and utilization of key business metrics to enable data-driven decision making

- Possess an open, flexible, and positive can-do attitude with good communication, interpersonal skills and the ability to work well with multiple departments to execute mutually beneficial solutions. Experience dealing with difficult internal and external situations

- Thorough knowledge of Microsoft Office and possess an innate ability to navigate through new software applications. Software, especially web-based software, shouldn’t scare the ideal candidate.

All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.

Preferred Experience/Education/Skills:

- Minimum Degree level qualifications in a Business or Technical field preferred. Life Sciences degree a plus.

- 3+ years of direct work experience. Successful track record in sales, sales operations, customer service or a related commercial support role preferred.

- Knowledge of another Asian language is useful (Mandarin, Japanese or Korean being most in demand)

- Experience with and/or SAP a plus

Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.

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