Lead Sales Support Representative - Remote

Position Summary

Professional management and knowledge of sales and customer service best practices. Lead should also be able to interpret sales metrics and be goal-oriented. Perform as a participant and a leader in a team environment. Be able to contribute in creating and maintaining strong customer relationships to ensure smooth sales team operations.

Essential Duties & Responsibilities

• SALES SUPPORT
  • Primary point of contact for Region Managers
  • Responsible for success of assigned region
    • Success of team members
    • Success of sales goals
  • Act as liaison for internal & external sales communication
  • Generate and submit sales documentation for PSRs (Quotes, Relationship Forms, GPO lookup)
  • Generate new sales opportunities from phone & email inquiries
  • Manage ICU Website inquires related to sales opportunities
  • Provide technical support and maintain a strong level of product & competitor knowledge
  • Assist Sales Reps with territory management (provide sales reports, research discrepancies)
  • Provide information to customers & reps on substitute & competitive products
  • Support & perform special projects for corporate accounts IDN's
  • Participate in escalated calls with customers or sales teams as needed
  • Manage vendor credentialing process with various credentialing companies.

• CUSTOMER SUPPORT
  • Manage Blue Chip (managed or high visibility) customer demand and supply
  • Book order for customer where applicable
  • Responsible for providing a solution to customer concerns (internal & external)
  • Create returns for customers where applicable
  • Primary sales contact for Alternate Site customer base
  • Maintain and enhance relationship with existing customer base in collaboration with Sales team
  • Answer escalated customer phone calls
  • Expedite urgent requests, following through with customer to ensure product delivery details are communicated through to delivery
  • Review orders for product availability
  • Process change requests
  • Work with Planning relative to back ordered or late deliveries to ensure accurate delivery of information to customer as necessary
  • Point of contact for inbound inquiries, providing prospect with product information, marketing, R&D, and engineering materials and samples
  • Proactively manage shipment dates, ordered item sourcing or proposal of alternate items to reduce late deliveries to customers
  • Manage allocation changes & updates
  • Understand EDI & eCommerce sites must be able to troubleshoot customer issues
  • Answer all ServiceCloud inquiries within 24 hours. Escalated or urgent requests must be answered same day
  • Rotate responsibility of carrying emergency cell phone to provide 24/7 support to customers for after hour emergencies.

• OPERATIONS SUPPORT
  • Coordinate the gathering and dissemination of sales forecast/pipeline data, wins/losses for IKAP database
  • Vet IKAP data, enter Wins and Losses into Demantra
  • Lead the Conversion order process
    • Enter/Monitor Conversion orders
    • Monitor product builds in support of Conversion orders
  • Weekly reporting for high priority or high visibility items
  • Manage product allocation to open orders in the case of excessive limited supply
  • Cross train in other areas in order to better support the functions of the supply chain
  • General process knowledge of all departments that SCS interacts with
  • Maintain knowledge of item setups & configurations.

• PERFORMANCE MANAGEMENT 
  • Schedule team training meetings
  • Monitor phone coverage & staffing to ensure customer calls are answered in a timely basis
  • Provide daily direction to assigned team
  • Provide answers for team on procedural questions and interpretation of policies
  • Observe, mentor, and lead the regional team members
  • Coordinate activities including allocation of duties and prioritization of requests
  • Make recommendations to management concerning staff and improvement of procedures
  • Plan, develop, and enhance procedures that may be used for improving customer service and reducing customer effort
  • Work on special assignments as they arise
  • Approve all credits processed by team
  • Approve all documentation associated with authorizing returns for customers
  • As directed by management, audit the use of credit reason codes to identify trends
  • Capture metrics used to determine performance against standards and goals
  • Address and resolve disputes within team
  • Foster an atmosphere which focuses on positive accomplishments of team members
  • Prepare and deliver periodic performance appraisals of regional team members
  • Set annual goals for the team and monitor benchmarks and completion metrics
  • Monitor timecards and approval time off requests
• Work on special projects as assigned

Knowledge & Skills

• Strong excel skills
• Be able to come up with creative solutions for customers internal and external with little to no help from a regional lead
• 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. 

Minimum Qualifications, Education & Experience

• Must be at least 18 years of age
• High School diploma required; college degree preferred
• 4 years' experience in sales; preferably in medical device industry

Work Environment

• This is largely a sedentary role.

• This job operates in a professional office environment and routinely uses standard office equipment.

• Typically requires travel less than 5% of the time

ICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. 

This role is based remotely; the incumbent may be remote in any state other than Colorado; California; Connecticut; Montana, Maine or New York.