Job Summary
The Senior Sales Support Representative will provide service and support for Highridge Medical by performing the following key duties:
- Satisfies our customer’s needs through prompt response, friendly service, and support that often exceeds expectations.
- Acts as the liaison between field sales agents & distributors and internal personnel & departments by managing all sales order activity, inventory replenishments, product inquiries, and investigating order shipments, tracking, or issues ensuring the timely and accurate delivery of materials needed for surgery.
- Develops and enhances product knowledge through training, webinars, learning modules, interaction and partnership with sales, marketing, sales training, med ed.
- Performs varied and diverse office clerical duties. Requires knowledge of office systems and office procedures. Duties may include a combination of answering telephones, typing, office machine operation, document scanning and filing.
Principal Duties & Responsibilities
- Responsible monitoring orders submitted by ERP system
- Responds to high-level sales support requests such as product availability, par levels, order completion, tracking shipments, order history, or any other customer concern.
- Monitors and supports orders placed in the field, communicates with distributor office managers or reps as needed to ensure order accuracy and availability.
- Manages internal controls such as product access, restrictions, back orders, par levels, etc.
- Use Enterprise Resource Planning/Manufacturing Resource Planning software programs to loan, receive, ship, issue and monitor inventory. May also require coordination with shipping companies.
- Schedules pick-ups and contacts 3rd party carriers to deliver product on time, as needed.
- Collaborate with departments across functions: supply chain, warehouse, and operations to fulfill orders.
- Follow directions closely and possess ownership/responsibility for tasks.
- Helps train on process for proper kit management and ensure field sales, office staff, and Independent Sales Agents are trained on systems and process.
- Develops and enhances product knowledge through training, webinars, learning modules, interaction and partnership with sales, marketing, sales training, med ed.
- Participates in group and project meetings as required.
- Serves as backup as needed for reception.
- Builds positive relationships and an arena of trust with distributors, office staff, sales representatives, sales management, and other internal business partners including operations, supply chain, marketing, finance, IT, etc.
- Performs duties in compliance with applicable regulations such as FDA, ISO, etc., or other standard company guidelines and practices.
- Participation in departmental 24-hour emergency “on-call” service is a requirement of this position
- Other related duties as assigned.
This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions for purposes of the Americans with Disabilities Act.
Expected Areas of Competence (I.e. knowledge, skills, and abilities)
- Strong Communication Skills – oral, written, inter-personal.
- Positive attitude and willingness to participate in a culture of superior service.
- Strong Customer Service orientation
- Time Management
- Ability to handle difficult situations while remaining professional.
- Ability to use guidelines, scripts, or process maps to perform the job.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Demonstrated enthusiasm and willingness to learn.
- Strong communication skills, especially the ability to foster positive relationships with sales, distributors and other departments.
- SAP experience proficiency a plus
Education/Experience Requirements
- High School Diploma or Equivalent
- Customer Service experience required.
- Certificate from college or technical school or 3-4+ years of related experience
- Minimum of 4 years’ experience in logistics, supply chain, sales support or other technical field and/or inventory management.
