Customer Service Rep

**2. Job Purpose**

The Sales Representative role has direct accountability for financial, safety and operational performance of a nominated portfolio of General Aviation customers, comprised of commercial B2B customers across Australia and New Zealand.
- This role is accountable for profitable management and growth of the portfolio, driving sales and forging relationships to enhance performance. This role also seeks to grow and maintain a given portfolio through proactive customer relationship management of existing accounts to grow and retain volume, along with identifying and winning new strategically aligned aviation customers through outbound prospecting.
- This role is required to work with stakeholders internally and externally to better the customer experience.**3. Key Accountabilities**

**Customer Relationship Management**
- Establishes rapport and develops relationships by flexing their personal style to suit the particular individual being contacted.
- Seeks to identify potential risks and pre-empt them to ensure that a proactive and not reactive approach to issue resolution is adopted.
- Consistently uses data from the CRM system to identify new opportunities for similar/new customers.
- Uses customer satisfaction data to actively drive process improvement at a customer and portfolio level.
- Is able to work effectively with different stakeholders and/or functions across the Air BP business and customer/credit/pricing and related functions.

**Portfolio Management**
- Allocates adequate time to prospecting for new customers in monthly call cycle.
- Evaluates customer performance vs. previous year and identifies actions required to close any sales gaps through proactive contact.
- Ensures customer contact time is optimised and all customers are regularly contacted through proactive call cycle.
- Is able to effectively utilise and draw insights from the key sales enablement tools and technology available in the business.
- Is able to prioritise multiple priorities based on delivering value to the business to deliver growth.

**Account Strategy & Business Planning**
- Has a good understanding of the customers business and is able to develop an account plan with customer.
- Knows where to source market and industry data/information in order to support the development of the plan.
- Forward planning throughout the year in order to exceed targets, creates a call plan to deliver growth and close gaps.

**Consultative Selling Skills**
- Uses a structured approach to all sales calls.
- Uses questioning and listening skills to move beyond stated needs to build a deeper understanding of underlying customer needs.
- Alters their style, tone and approach to the phone conversation based on the style of the customer for maximum impact.
- Builds individual relationships to influence the decision making process.

**Negotiating Value**
- Able to negotiate pricing offers with the customer and Air BP pricing team where required to win/retain business
- Able to confidently communicate the overall benefits of the Air BP offer at all stages of the negotiation.

**Prospecting and Pipeline Management**
- Actively maintains data on all prospects in the sales funnel to evaluate the health of the prospect funnel.
- Knows where to source new leads, either from internal sources or external investigation, and uses a hunter mentality to uncover new leads.
- Reacts promptly via telephone to requests from prospects to create a good impression and facilitate conversation.
- Distinguish between short-term and long-term customer needs and hunt out opportunities for growth in existing customer base.

**Customer Training**
- Is familiar with the training process and facilitation behaviour required.
- Is able to prepare and deliver basic over the phone training, gaining engagement from the audience and triggering basic action planning.
- Drives use of the online portal to empower the customer and reduce inbound activity.

**Internal Functional Navigation in Service of the Customer**
- Understands how their function relates to the other business functions and who the local key contacts are for their business.
- Builds relationships and agrees lines of communication with those key functional contacts.
- Accesses functions across GBS/Air BP as appropriate to assist with accomplishing sales/marketing/and/or building customer relationships.

**Sector Market, Customer & Competitor Understanding**
- Understands how the business shapes its activities, position and response to the changing market, and able to offer feedback to aid in decision making.
- Conducts a basic SWOT analysis for BP and key competitors, and how to target effectively.
- Understands how the card and marketing strategy helps to deliver the business strategy.

**Offer and Product Knowledge**
- Understands the source of the key benefits of the offer and services and able to articulate how this sets them apart from competitors.
- Answers customer/consumer product related que