Description
At Valvoline Global Operations, we're proud to be The Original Motor Oil, but we've never rested on being first. We're a global organisation that develops future-ready products and provides best-in-class services for our partners around the world.
Our corporate values - Care, Integrity, Passion, Unity, and Excellence - are at the heart of everything we do. When you join Valvoline Global, you'll become part of a culture that celebrates creativity, innovation, and excellence.
The Virtual Sales Representative (VSR) is responsible for managing an assigned book of business and serving as the primary point of contact for existing customers in a remote capacity. This is a 'protect and retain' role focused on nurturing relationships, maintaining account satisfaction, and ensuring continued business growth within a defined portfolio.
The VSR will leverage virtual sales tools, webinars, and learning systems to engage accounts and drive retention while identifying opportunities for upselling and cross-selling when appropriate. This role plays a key part in Valvoline's customer experience strategy - protecting existing business, ensuring continuity, and laying the foundation for future outside sales opportunities.
Key responsibilities include:
- Account Ownership: Manage an assigned book of business; act as the main point of contact for customers within your portfolio.
- Retention Focus: Ensure high customer satisfaction and retention through proactive engagement and problem resolution.
- Virtual Customer Interaction: Communicate primarily through phone, email, and digital channels. Some physical store visits as needed.
- Customer Support: If issues arise 'in-store', collaborate with the Region Manager to ensure quick resolution.
- Pipeline Protection: Protect existing revenue while identifying opportunities for growth within the assigned accounts.
- Data & Reporting: Utilise CRM systems to manage customer interactions, record activities, and track performance metrics.
- Sales Enablement Tools: Regularly use Learning Management Systems (LMS), webinars, and Valvoline Certification (V-Cert) classes to stay informed on product knowledge and sales best practices.
- Collaboration: Work closely with outside sales, marketing, and customer service to align customer retention and growth strategies.
- Leadership Discretion Outreach: Participate in occasional outbound prospecting initiatives at the direction of sales leadership.
Key performance metrics include:
- Retention rate within assigned portfolio.
- Account satisfaction and engagement scores.
- Volume and gross profit performance versus prior year.
- Activity volume (calls, emails, webinars).
- Pipeline conversion and opportunity development for outside sales transition.