Rollease Acmeda

Support Engineer

• Provide programming and integration interfacing support for all Automate products
• Provide basic related hardware system support to assist customers select the appropriate mechanical accessories for the use of automate products in system applications
• Identify root-cause analysis and resolve faults both remotely and at client sites if required
• Guide associates and/or clients usually over the phone to help set up systems and/or resolve issues
• Troubleshoot system and basic network problems, and/or third-party systems that are required to work with Automate products
• Expertly diagnose user / installer setup faults
• Follow diagrams and written instructions to resolve issues
• Maintain ticketing system framework by adding new solutions to the knowledge base and logging all support calls and emails
• Facilitate and initiate to replace faulty product and escalate/refer to appropriate parties to initiate replacements
• Record customer notes on specified CRM or company systems
• Establish good working relationship with b2b customers and other professional end users
• Test, evaluate and learn about new products as required prior to product launch
• Learn about other related mechanical products that is used with Automate
• Collaborate and support other departments, Product Management, Customer Service, and Inside Sales
• Document and publish issues and solutions in the Automate Technical Support Knowledge Base
• Participate in on site customer product presentations and dealer training sessions
• Other duties as may be required from time to time

Technical Support Specialist

Team Lead

• Ensure assigned work area and daily effort is executed in a safe and organized manner
• Manage daily work requirement ensuring adequate resource planning and successful accomplishment of daily goals
• Create a team environment that values associates and their contributions, open communication, continuous improvement, feedback, and pride in execution
• Delegate tasks and set deadlines for your team that are aligned with achievement of assigned metrics
• Monitor team and individual performance and report potential shortfalls to warehouse management
• Identify opportunities for process improvement and work with team to implement
• Look for training opportunities and provide coaching to assigned associates
• Resolve issues and conflicts and understand the “when” to escalate to supervisor
• Coordinate with other distribution team leads to ensure all assigned metrics are on track
• Ensure all work assignments are completed to the highest standard of quality in line with customer expectations
• Provide updates to management each day on state of assigned workload
• Perform other duties or tasks as assigned

Distribution Team Lead

Account Executive

• Support achievement of monthly, quarterly, and annual sales targets across assigned accounts, territories, and product lines
• Manage all internal administrative sales activities related to assigned key accounts and territories
• Assist RSM to sell assigned product lines to targeted customers with the objective of maximizing sales volume, optimizing product mix, and increasing profit margins
• Coordinate shipment activities, customer priorities, and expedite requests in collaboration with Customer Service Representatives to ensure timely execution
• Maintain accurate customer accounts, contacts, opportunities, and project information within the Customer Relationship Management (CRM) platform and ERP
• Analyze sales data, pipeline activity, and market trends to provide detailed SKU-level and product sub-category forecasts that support the Sales & Operations Planning (S&OP) process
• Evaluate and interpret customer requirements, including Requests for Quotes (RFQs), competitor Bill of Materials (BOMs), project plans, and technical specifications
• With RSM negotiate pricing and prepare competitive pricing proposals and quotations using the CRM system
• Determine optimal bill of materials, competitive pricing structures, and cost-effective inventory and shipping strategies for customer negotiations
• Recommend reorder quantities based on historical sales trends, inventory levels, and forward-looking pipeline analysis
• Provide technical product guidance and support to customers and internal stakeholders
• Manage small- to medium-scale projects as needed, ensuring timelines and customer requirements are met

Inside Sales Representative

Marketing

• Ensure that all work meets, improves or exceeds company standards, as specified in the Rollease Acmeda core values, and in accordance with the company’s branding guidelines
• Work in conjunction with Marketing Manager to plan and execute marketing initiatives for the US market
• Assist and provide overall support in the creation and maintenance of marketing materials for both digital & print platforms, which include EDMs, advertisements, brochures, flyers, etc.
• Manage design files as required using Adobe Creative Suite
• Develop and manage social media content and channels
• Prepare website analytics and campaign reporting for quarterly performance reviews
• Support in-house Sales and Product Management department meetings to track status of open marketing activities and stay aligned with new product marketing activities
• Draft and send EDM communications to the US customer database
• Perform updates on the company website(s) using Content Management Systems (WordPress & Sitefinity)
• Coordinate and update product catalog/price list quarterly using Adobe InDesign
• Source external vendors and samples for miscellaneous marketing collateral
• Develop and publish internal communications on the company Intranet on a weekly basis
• Assist in coordination of local events such as trade shows and conferences as required
• Comply with guidelines of the company’s globalized filing repository system and maintain conformity
• Stay up to date on the company’s products and competitor’s products in the marketplace along with having knowledge of consumer groups
• Offer input in creative meetings and encourage idea sharing
• Other duties as may be required from time to time

Marketing Coordinator

Customer Support

• Investigate and follow up on Non-Conformance issues to resolve order discrepancies and ensure prompt resolution
• Provide Non-Conformance status updates to Customer Service
• Process customer purchase orders promptly and with a strong focus on accuracy and attention to detail.
• Address customer inquiries related to orders and shipments, availability of stock, and other related information as required.
• Act as liaison between Sales, Warehouses, Finance, and Supply Chain teams to facilitate order fulfillment.
• Analyze and communicate customer options for stock-out substitutions or up-sell opportunities.
• Field customer complaints and inquiries, coordinating with internal departments as needed to proactively resolve customer, product, or other related issues in a timely manner.
• Issue Sales Returns and Credit Memos as needed.
• Manage inbound phone calls from both your assigned accounts as well as general indirect customer base; with a strong focus on responsiveness and consistent availability.
• Maintain awareness of, and accountability for, meeting key performance indicators (KPIs), ensuring service standards, response times, and customer satisfaction goals are consistently achieved.
• Track, document, and report discrepancies to ensure accurate records
• Maintain in-depth working knowledge of, and strong adherence to, company’s products, systems and processes.
• Other related job duties as required.

Technical Support Specialist

Distribution Team Lead

Inside Sales Representative

Marketing Coordinator

Customer Service Representative – Distribution Support