Inside Sales Specialist

Inside Sales Specialist

Olympus Iberia S.A.U. (OIB)Endoscopic Solutions

The Inside Sales Specialist is responsible for generating new service opportunities and supporting revenue growth across assigned healthcare accounts. Acting as a proactive sales hunter, the role focuses on recovering service scope currently managed by third parties, identifying new business opportunities, and working closely with Territory Managers (TMs) to increase customer share of wallet.

The position combines new customer acquisition, account development, opportunity management, and commercial support to drive sustainable growth within hospitals, clinics, and other healthcare providers.

Your Responsibilities

Business Development & Lead Generation

• Proactively identify, acquire, and qualify new customers through telephone, digital, and virtual sales activities.
• Generate new business opportunities by recovering service devices currently awarded to competitors or third-party providers.
• Follow up on marketing-generated leads and support commercial campaigns, product launches, and strategic growth initiatives.
• Build and maintain relationships with key decision-makers within healthcare organizations.
• Create and maintain the reporting required to understand and manage the on-demand business, including analyses of pricing, costs, return frequency by equipment, model and age of equipment, and customer-specific trends. Following this report, Inside Sales Manager will be proactive in the proposed initiatives to their manager.

Sales Opportunity Management

• Present and promote service solutions through phone calls, video meetings, and digital customer interactions.
• Conduct customer needs assessments and align service offerings with customer requirements and operational challenges. Negotiate repair opportunities, mainly on demand repairs.
• Generate, track, and advance sales opportunities throughout the sales cycle, focusing in on demand repairs.
• Prepare and manage quotations in collaboration with Territory Managers and other stakeholders.
• Maintain accurate sales forecasts and opportunity records in CRM systems.

Account Growth & Customer Management

• Identify cross-selling, upselling, renewal, and expansion opportunities within existing customer accounts, mainly for on-demand business.
• Support Territory Managers in maximizing customer value, retention, and revenue growth.
• Monitor and follow up on customer repairs, identifying potential issues and proactively anticipating problems before they arise.
• Contribute to strategic account development plans for mixed and shared accounts.
• Ensure a high level of customer engagement and responsiveness throughout the sales process.
• Conduct customer satisfaction follow-ups and, together with their manager, evaluate and act upon any improvement suggestions received from customers.

Collaboration & Performance

• Work closely with Territory Managers, Service Teams, Marketing, Operations, and other cross-functional partners. May propose alternative solutions tailored to the specific needs of each customer, leveraging opportunities to combine services such as maintenance contracts and other service agreements.
• Support business initiatives aimed at increasing market penetration and service revenue, specifically for on-demand business.
• Achieve defined sales objectives and activity KPIs.
• Contribute to continuous improvement of sales processes and customer engagement practices.
• Assist in managing the technical obsolescence process (EoS), in collaboration with the product sales teams, following a strategy that has been jointly defined and agreed upon with them.

PRIMARY DUTIES AND RESPONSIBILITIES

1. Operational Excellence

• Steer day-to-day operations to deliver on KPIs (response times, first-contact resolution, cost-to-serve, RUR, Avg prices, Price realization… ).
• Ensure accurate forecasting and customer satisfaction.
• Drive adoption of digital tools.
• Deep understanding of the market and customers needs.

2. Customer Experience

• Build strong customer relationships and ensure exceptional service delivery for on demand repairs business.
• Monitor and improve customer satisfaction metrics.
• Act as escalation point for critical customer issues.

3. Process Harmonization

• Implement EMEA-wide processes adapted to cluster and position needs.
• Ensure compliance with QARA requirements.
• Collaborate with Field Service, Uptime Management, Sales, Customer Support and other functions for seamless service.

4. Performance Management

• Track and report performance against strategic and operational KPIs.
• Identify improvement opp