Job Description
Job Title: Sales Support Representative - District Sales Support
Reports To: Senior Manager Operational Effectiveness
Group/Division: SDG/HMD/HealthCare Market Division
Career Band: 4
Job Track: Professional
Location: Houston/ Pittsburgh
No. of Direct Reports: 0
Day/Shift-HYBRID | ON-SITE 3 Days a week
FLSA Status: Hourly
Position Summary:
The primary duty of this position is to support their assigned sales team with defined responsibilities and act on behalf of the salesperson to prioritize and resolve process issues that impact the customer and sales team productivity. This role will also provide a variety of reports for their teams for both internal and external distribution.
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In performing the primary duties, the Sales Support Representative exercises discretion and independent judgment with respect to activity based problem resolutions in the company's pursuit of business growth and prioritizing workload. A majority of the time, this role will be making decisions around prioritizing issue resolution tasks and working with the various functional areas and customers to resolve issues. Additionally, the Sales Support Representative will be participate as a key team member to conduct root cause analysis of repeating issues and work with the functional areas on Kaizen project teams improve processes and find permanent solutions to these issues.
This role will perform work that requires knowledge of the Healthcare Market Division's data management system, sales processes and other internal processes involving Customer Service, Finance, Pricing and other areas. The Sales Support Representative partners with the Account Managers, District Sales Managers and Regional Vice President sales teams, Marketing team members, Contract Administration and Shared Services departments to enable the sales team to maintain customer loyalty, improve customer satisfaction, improve sales productivity, support key business initiatives, enable achievement of sales targets.
Key Responsibilities:
- Prioritize research and resolve issues that impact the customer and sales productivity including pricing, shipping, billing, invoicing, backorders, returns, transportation, EDI, order charge and other defined issues.
- Increase sales effectiveness by interacting with functional areas in the execution and follow through of sales processes that are administratively burdensome and time consuming for the sales team including pricing, rebates, stock requests, standing orders and complex quotes.
- Produce and distribute internal and external reports to determine products that are on backorder; research and resolve high priority issues by contacting warehouses and vendors to ship and bill orders.
- Process customer-facing Business Reviews, report cards, and dashboards for customer presentations.
- Process history of sales, invoice history, contract models and other designated reports as requested by the Account Manager.
- Accurately record and document support activities and assist in identifying reoccurring issues that require root cause analysis.
- Participate in process improvement projects that improve productivity, efficiency and enhance the customer experience.
- Participate in training and development programs as a means of continuous improvement.
- Performs other duties as assigned
Minimum Requirements/Qualifications:
- Excellent organizational/team work skills.
- Previous experience with mainframe and/or database systems.
- This Role operates within a Matrix environment requiring the post holder to work effectively with multiple stakeholders, to manage both competing requirements and concurrent project activity.
- Strong project, time and stakeholder management competency is therefore essential to maintain several priorities and meet established deadlines.
- Ability to manage self, including time and surrounding circumstances to deliver both short term and long term goals.
- Strong work-ethic, the ideal candidate will have a commitment to continuous learning and development, and seek opportunities to stretch capabilities.
- Effectively perform your duties while acting at all times in accordance with the Dignity at Work Policy, Code of Business Conduct and Ethics and our values of Integrity, Intensity, Innovation and Involvement.
- Bachelor's degree in Science or Business or equivalent years of experience required.
- 2+ years of Customer or Sales support experience.
- Occasional travel as required for training and sales meetings.
Non-Negotiable Hiring Criteria:
- Ability to communicate with business partners in a professional manner in verbal and written mode.
- Must possess computer proficiency in Word, PowerPoint, and Excel
- Must have working knowledge of Cognos or other business intelligence tool.
- Ability to initiate, prioritize, and self-direct workload.
- Strong orientation to accuracy and detail.
- No relocation assistance, must start withing 6-weeks of accepting offer
- Role not approved for sponsorship now or in the future