Role Purpose

The Inside Sales Specialist is a mission-critical commercial execution role, responsible for fast, consistent, and high-quality handling of all inbound leads generated through DGX channels (web, chat, WhatsApp, phone, campaigns).

The role exists to convert demand into qualified pipeline, ensure speed-to-response, provide budgetary quotations, and execute structured handoff to field sales or distributors, directly contributing to DGX revenue growth, pipeline quality, and customer experience improvement.

This role is a cornerstone of DGX’s shift from “hustle” to a repeatable, scalable growth engine, as outlined in the 2025–2028 MLB plan.

Scope of Role (Australia)

• Covers all GD Australia inbound leads across:

  • CSS (Compressed Air & Services)

  • PFT (Process Flow Technologies)

• Handles ~20 inbound leads per day (average benchmark), with variation by business and campaign intensity

• Works standard business hours; no after-hours support requirement

• Inbound-first role, with selective outbound activity focused on:

  • Aftermarket

  • Recurring revenue

  • Nurture and re-engagement opportunities

Key Responsibilities

1. Inbound Lead Handling (Core Accountability)

• Respond to all inbound leads via: Web forms, Web chat, WhatsApp, Phone

• Deliver first response within defined SLA to maximize conversion likelihood

• Maintain professional, customer-centric communication aligned to DGX scripts and tone guidelines

2. Lead Qualification & Conversion

• Conduct structured qualification (BANT-style): Budget, Authority, Need, Timing

• Assess urgency, application, and buying intent

• Convert qualified leads into Salesforce Opportunities

• Assign opportunities to Field Sales, Distributor partners, Inside Sales ownership

3. Budgetary Quoting

• Prepare and issue budgetary (indicative) quotes within defined scope

• Ensure quote accuracy, documentation, and CRM traceability

• Capture customer feedback and update opportunity status accordingly

4. Handoff & Sales Alignment

• Execute seamless handoff to sales within SLA

• Ensure Salesforce data completeness:

  • Opportunity value

  • Product line

  • Campaign attribution

  • Notes and qualification summary

• Collaborate closely with Sales to improve opportunity acceptance and win rates

5. Nurture, Follow-Up & Outbound Support

• Execute structured follow-up sequences:

  • 6–8 touches over 5 business days

• Proactively support:

  • Aftermarket opportunities

  • Recurring service and maintenance cycles

• Recycle or close unresponsive leads based on DGX rules

6. Data, CRM & Feedback Discipline

• Maintain high CRM hygiene in Salesforce

• Provide feedback to DGX on:

  • Lead quality

  • Campaign effectiveness

  • Customer pain points (VOC insights)

• Support continuous improvement of DGX processes

Capability & Experience Requirements

Essential

• 2–5 years in Inside Sales, Sales Support, or Commercial Operations

• Strong customer communication skills (written & verbal)

• CRM experience (Salesforce preferred)

• Ability to handle high inbound volume with discipline and accuracy

• Commercial curiosity and coachability

Desirable

• Experience in industrial, engineering, or B2B environments

• Exposure to quoting or CPQ processes

• Understanding of aftermarket or service-based sales cycles

Governance & Enablement

• Onboarding aligned to DGX 30-60-90 day enablement framework

• Ongoing coaching supported by:

  • GD Australia Commercial leadership

  • AP Inside Sales Lead

• Performance reviewed via:

  • Weekly KPI dashboards

  • Monthly performance reviews

  • Quarterly DGX alignment sessions