Remote Work: Hybrid

Overview: At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.
Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.
You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world.
Let’s create tomorrow together.

The Lead Management II is responsible for being the centralized point of contact for end-user customers. This position handles inbound (pre)sales related calls, chats, web inquiries, and emails from prospects or customers, and qualifies leads and allocates them to sales teams or channel partners based on the country and product division and consequently ensures appropriate follow up action is taken. The role also takes part in campaign follow-ups, event tele-boosting, teleprofiling, and data verification projects when required by Regional Marketing teams.

Responsibilities:
Provides call handling for all end-user customer inquiries (phone, email, chat, webform, tradeshow and social media); tracks all transactions in the lead mgmt systemFollow-up on campaigns, perform s teleprofiling and data verification calls as and when required by Regional MarketingEnsures all inquiries are followed up and their status updated in the system to secure marketing database and reporting accuracyPossesses a generic level of understanding of the whole Zebra Technologies product & solutions portfolio and latest Zebra product releases to support all type of inquiries and follow up on them accordinglyPromotes a positive image of product, technical skills and company commitment to provide quality customer serviceEnsures Zebra's sales resources and partners receive qualified and comprehensive leadsSupports Sales/Partners by updating leads and data in the system on their behalf, assists with Allocation and program system rulesProvides daily quality reporting and maintains accuracy, Trouble shoot and investigate lead transactionsSystem training to Sales & PartnersQualified leads and support to Sales and Partners on lead managementQuality and complete data in the systemReports for quality and lead generation metricsPre-sale support to customersActive participation in system testingOutbound demand general call support as requiredProvides recommendations for newco lead management system and processesCreate newco lead management, lead generation and follow-up processes
Qualifications:

Preferred Education:

BA/BS degree preferred or equivalent work experience

Preferred Work Experience (years):

2-5 years experience in customer support, marketing or sales support

Key Skills and Competencies:

Team workerFull professional proficiency in English Action orientedCustomer focusedResults drivenStrong problem solvingExcellent time and task managementAbility to multitaskCRM/PRM knowledgeExcel/PowerPointStrong communications skills both spoken and written, strong negotiation & selling skillsMultilingual (EMEA)Awareness of regional and cultural differencesProduct portfolio and solutions knowledgeStrong interpersonal and communication (written and verbal) skillsCalm and confident telephone manner

Preferred Qualifications:

Customer Service Knowledge -Understanding of service flows, escalations, SLAs and customer feedback loops. Ability to generate reports Lead trackingSalesforceClear and effective communication Strong ability to understand customer needs and pain points.Works well with cross-functional teams: Sales support, marketing)Experience in lead nurturing and customer retention.Customer journey mapping 

 

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.