Sr. Technical Sales Development Specialist

Job Description

The Senior Technical Sales Development Specialist (STSD) is primarily responsible for more advanced technical recommendations and special assignments and has more time than the TSD allocated to lead follow-up and qualification to help accelerate new business opportunity identification and sales growth. The Senior TSD supports all three business divisions and serves as a consultant to other global technical service employees. Emphasis will be placed on ensuring a positive and seamless experience between Stepan and our North America Tier 2/3 customers. Strong collaboration with research and development, customer care and sales will be required. The STSD will serve as a mentor to the TSDs and play a more active role in onboarding and engagement with senior-level employees.  

Lead Qualification and Nurturing

•    Initiate contact with inbound leads to identify business need and qualify their interest in Stepan products in order accelerate new business growth. 
•    Nurture and advance leads through Stepan’s lead funnel by following up at recommended timeframes with relevant information. Demonstrate responsiveness to lead inquiries through phone, email, web and chat. Identify high quality leads and transition to sales, as appropriate. 
•    Act as a subject matter expert on Stepan’s product portfolio and present potential solutions. 
•    Stay abreast of marketing promotions specific to Stepan key growth initiatives and incorporate up-sell/cross-sell recommendations in lead engagements.  Assist the TSDs in positioning and advanced technical recommendations.   
•    Acquire industry, market, customer and competitive insights and ensure they are properly documented and available to report on through the appropriate Stepan system(s).  
•    Demonstrate an ability to work collaboratively with Stepan research and development, customer care and sales teams to ensure a seamless customer experience and drive for results. 
•    Leverage data to help prioritize time, improve processes and provide value to the customer. 

Technical Support

•    Demonstrate an expert understanding of Stepan product portfolio and the use of our products in end-customer applications.      
•    Provide the appropriate technical information and support in response to customer inquiries. Understand customer need and respond in a succinct, accurate and timely manner. Utilize technical service data systems to ensure a complete response. 
•    Process sample requests in support of ongoing or new business.  Ensure all business rules associated with sample approval and fulfilment are followed.   
•    Complete customer surveys in support of ongoing or new business. 
•    Demonstrate an advanced proficiency in the use of Stepan’s service case management system and Stepan website live chat.  
•    If requested, support the development of technical training content and agree to train new hires, current employees, distributors and customers. Agree to manage incoming interns or business/school cooperative programs. 
•    Adhere to Stepan’s product management strategy and ensure product data is accurate in all department systems and third-party portal systems. 
•    Assume the technical lead on organizational initiatives in which template creation needs to be developed, a single point of contact is needed for response and sensitive information needs to be managed effectively.  
•    Lead special projects for the department that help reduce cost, add value or improve our ability to deliver value to our customers. 

Team Support

•    Demonstrate a working knowledge in the use of Stepan enterprise-wide and department processes, tools and systems. Participate in IT enhancement and new implementation projects that support improved business enablement.   
•    Participate in all team meetings. Come prepared to share insights, problem solve and offer creative solutions to better service potential and existing customers as well as help improve the department function, systems and infrastructure. 
•    Participate on cross-functional teams or special projects to help broaden perspective and offer expertise.  
•    Continuously monitor individual and team performance metrics.  Utilize data to help reinforce expected behaviors and help achieve our business goals.    
•    Assume a mentor role and assist with on-boarding of new hires, summer interns, contract employees. 
•    Responsible for system testing if new or updated IT configurations are implemented. 

Qualifications

• A minimum of 5 years experience in a technical support function is required  

• Demonstrated ability to build strong customer relationships a