POSITION SUMMARY:The Customer Success Specialist II plays a critical role in enhancing the effectiveness of the sales team by providing comprehensive support to sales representatives, managing territory-related activities, and serving as a key liaison between hospitals, field-based reps, and internal staff. This position demands a proactive approach to problem-solving and the ability to manage multiple priorities in a fast-paced environment.ESSENTIAL FUNCTIONS OF THE POSITION:Customer and Field Support
Manage and prioritize incoming phone calls from field personnel and customers, ensuring timely and effective communication.
Assist in the resolution of all customer inquiries, fostering strong customer relationships through proactive engagement and follow-up.
Identify customer needs and coordinate appropriate support activities to enhance service delivery.
Provide technical support and training to team members and customers, enhancing product knowledge and usage.
May assist with international support as needed, adapting to diverse customer requirements and cultural nuances.
Order and Inventory Management
Facilitate order processing, coordinating with relevant teams to ensure timely fulfillment and customer satisfaction.
Track and communicate overnight orders to ensure accurate delivery timelines.
Oversee inventory management for field-based personnel, ensuring optimal stock levels and timely replenishment.
Support EDI (Electronic Data Interchange) implementation to streamline order and inventory processes.
Administrative and Technical Support
Execute administrative tasks, accurately inputting customer information into databases for comprehensive documentation and record-keeping.
Assist with completing new vendor forms to ensure compliance and operational readiness.
Collaborate and handle additional responsibilities as assigned to support departmental needs.
Reporting and Analysis
Generate and analyze required monthly reports, providing insights to support sales performance and decision-making.
Collaborate with cross-functional teams to identify and implement process improvements that enhance sales support functions.
Provide quarterly reports to area teams and attend team calls as needed.
ADDITIONAL ESSENTIAL FUNCTIONS OF THE POSITION:
Regular and predictable work performance
Ability to work under fast-paced conditions while maintaining accuracy and attention to detail
Exercise sound judgement and decision-making skills in various situations
Prioritize various duties, multitask effectively, and adapt to shifting priorities
Foster collaborative relationships with colleagues and stakeholders to achieve common
Additional duties as assigned
BASIC QUALIFICATIONS:
High school diploma.
3-6 years of prior customer service or related experience.
High level of accuracy with data entry and attention to detail.
Strong organizational skills with the ability to multitask and prioritize effectively in a fast-paced environment
Proficient in PC-based systems and familiar with Microsoft Office applications.
Knowledge of commonly used concepts, practices, and procedures within the sales arena.
Professional demeanor in interactions with customers and colleagues.
Adept at problem-solving and capable of handling complex inquiries.
Eagerness to learn new skills and acquire knowledge relevant to the role.
PREFERRED QUALIFICATIONS:
Bachelor’s degree or demonstrated equivalent combination of education, training, and experience.
Experience supporting field sales teams within the medical device industry
OTHER REQUIREMENTS:
Ability to regularly walk, sit, or stand as needed
Ability to occasionally bend and push/pull as needed
Ability to pass pre-employment drug screen and background check
