Marketing Support Americas Agent

Carestream is an Equal Opportunity Employer

Carestream is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

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Requisition ID: 4290

Position Summary:

As a Marketing Support Specialist for the Americas region, you play a pivotal role in bridging the gap between our marketing efforts and customer engagement across diverse markets. Your primary responsibility is to ensure seamless lead management, qualification, and conversion, while also nurturing customer relationships through proactive communication and feedback gathering. This dynamic position requires a blend of strategic thinking, attention to detail, and a customer-centric approach to drive growth and satisfaction.

Position Responsibilities:

1. Lead lifecycle management:
   • Strategically receive, qualify, and distribute leads from Latin America (LAR), USA, and Canada to the appropriate sales or service teams.
   • Utilize your expertise to engage leads sourced from social media platforms (Facebook, Instagram, website, WhatsApp), conducting personalized interactions to understand their needs and preferences.
2. Proactive customer engagement:
   • Initiate lead creation processes when customers reach out via phone or email, ensuring every inquiry receives prompt attention and guidance.
   • Employ a proactive approach to follow up on leads assigned to the sales team, nurturing them through the sales funnel and converting them into viable opportunities.
3. Data-driven insights and reporting:
   • Harness the power of data by compiling comprehensive monthly reports showcasing lead allocation, conversion rates, and revenue generated, providing actionable insights for continuous improvement.
4. Exceptional customer service:
   • Conduct meticulous follow-up calls (PERCALL) with customers to confirm receipt of quotations, assess satisfaction levels, and address any concerns or feedback promptly and professionally.
   • Administer installation surveys to gauge customer satisfaction with our products and services, ensuring a seamless and positive experience from start to finish.
5. Continuous Improvement and Innovation:
   • Act as a catalyst for innovation and process enhancement, actively seeking opportunities to streamline lead management workflows and enhance the overall customer experience.
   • Collaborate closely with cross-functional teams to identify emerging trends, customer pain points, and market opportunities, driving strategic initiatives to stay ahead of the curve.

Required Skills & Education:

• Bachelor's degree or truncated career (any).
• Exceptional communication skills in both English and Spanish, with the ability to tailor messaging to diverse audiences:
• 100% Spanish (spoken and written).
• 90% English (written and spoken).

Desired Skills:

• Desired career or truncated career in Business administration, Marketing or related.
• Strong communication skills, both verbal and written, in Spanish or Portuguese (depending on the region being covered).
• Ability to handle multiple tasks and prioritize effectively.
• Attention to detail and accuracy in documentation and data management.
• Proactive problem-solving skills and customer service orientation.
• Self-motivated team player with a passion for excellence and a drive to exceed customer expectations.
• Proficiency in CRM software (e.g., Salesforce) and Microsoft Office Suite, with a keen eye for data analysis and reporting.
• Proven track record in marketing support or customer service roles, with a strong focus on lead management and customer engagement.