Lead Representative, Sales Support

ICU Medical Lake Forest , IL 60045

Posted 4 months ago

Position Summary

Manage administrative and other office duties that leave the sales team free to focus on the business of selling ICU products.

Essential Duties & Responsibilities

  • SALES SUPPORT

o Primary point of contact for Region Managers

o Responsible for success of assigned region

Success of team members

Success of sales goals

o Act as liaison for internal & external sales communication

o Generate and submit sales documentation for PSRs (Quotes, Relationship Forms, GPO lookup)

o Generate new sales opportunities from phone & email inquiries

o Manage ICU Website inquires related to sales opportunities

o Provide technical support and maintain a strong level of product & competitor knowledge

o Assist Sales Reps with territory management (provide sales reports, research discrepancies)

o Provide information to customers & reps on substitute & competitive products

o Support & perform special projects for corporate accounts IDN's

o Participate in escalated calls with customers or sales teams as needed

o Manage vendor credentialing process with various credentialing companies.

  • CUSTOMER SUPPORT

o Manage Blue Chip (managed or high visibility) customer demand and supply

o Book order for customer where applicable

o Responsible for providing a solution to customer concerns (internal & external)

o Create returns for customers where applicable

o Primary sales contact for Alternate Site customer base

o Maintain and enhance relationship with existing customer base in collaboration with Sales team

o Answer escalated customer phone calls

o Expedite urgent requests, following through with customer to ensure product delivery details are communicated through to delivery

o Review orders for product availability

o Process change requests

o Work with Planning relative to back ordered or late deliveries to ensure accurate delivery of information to customer as necessary

o Point of contact for inbound inquiries, providing prospect with product information, marketing, R&D, and engineering materials and samples

o Proactively manage shipment dates, ordered item sourcing or proposal of alternate items to reduce late deliveries to customers

o Manage allocation changes & updates

o Understand EDI & eCommerce sites must be able to troubleshoot customer issues

o Answer all ServiceCloud inquiries within 24 hours. Escalated or urgent requests must be answered same day

o Rotate responsibility of carrying emergency cell phone to provide 24/7 support to customers for after hour emergencies.

  • OPERATIONS SUPPORT

o Coordinate the gathering and dissemination of sales forecast/pipeline data, wins/losses for IKAP database

o Vet IKAP data, enter Wins and Losses into Demantra

o Lead the Conversion order process

Enter/Monitor Conversion orders

Monitor product builds in support of Conversion orders

o Weekly reporting for high priority or high visibility items

o Manage product allocation to open orders in the case of excessive limited supply

o Cross train in other areas in order to better support the functions of the supply chain

o General process knowledge of all departments that SCS interacts with

o Maintain knowledge of item setups & configurations.

  • PERFORMANCE MANAGEMENT

o Schedule team training meetings

o Monitor phone coverage & staffing to ensure customer calls are answered in a timely basis

o Provide daily direction to assigned team

o Provide answers for team on procedural questions and interpretation of policies

o Observe, mentor, and lead the regional team members

o Coordinate activities including allocation of duties and prioritization of requests

o Make recommendations to management concerning staff and improvement of procedures

o Plan, develop, and enhance procedures that may be used for improving customer service and reducing customer effort

o Work on special assignments as they arise

o Approve all credits processed by team

o Approve all documentation associated with authorizing returns for customers

o As directed by management, audit the use of credit reason codes to identify trends

o Capture metrics used to determine performance against standards and goals

o Address and resolve disputes within team

o Foster an atmosphere which focuses on positive accomplishments of team members

o Prepare and deliver periodic performance appraisals of regional team members

o Set annual goals for the team and monitor benchmarks and completion metrics

o Monitor timecards and approval time off requests

Knowledge, Skills & Qualifications

  • Strong excel skills

  • Be able to come up with creative solutions for customers internal and external with little to no help from a manager

  • Ability to communicate clearly and effectively (verbal & written) with upper management & customers

  • Strong ability to positively influence others

  • Ability to manage complicated tasks in a high pressure environment

  • Ability to multi-task and work with little direction

  • ERP experience a plus, computer skills required, working knowledge of MS Office

  • General knowledge of the manufacturing, sales and distribution processes.

Education and Experience

  • High School diploma required; college degree preferred
  • 2 or more years' experience in sales; preferably in medical device industry

Minimum Qualifications

  • Must be 18 years of age

  • Must pass pre-employment drug screen and background check

Travel Requirements

  • Typically requires travel less than 5% of the time

Physical Requirements and Work Environment

  • While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

  • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

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ICU Medical