Senior Sales Support Specialist, Global Distribution & APAC

About Meridian

Meridian Bioscience is a fully integrated life science company that develops, manufactures, markets and distributes a broad range of innovative diagnostic products. We are dedicated to developing and delivering better solutions that give answers with speed, accuracy and simplicity that are redefining the possibilities of life from discovery to diagnosis. We are looking for talented and passionate individuals that help drive our vision. Our innovative culture will allow interested candidates to discover and create, through collaboration, cutting edge solutions to tough problems.

Job Summary

The Senior Sales Support Specialist, Global Distribution/APAC handles all tasks related to supporting and nurturing our Life Science Global Distributors to meet or exceed monthly and annual sales goals. Critical tasks include (but are not limited to): order management, customer support, business development support. This role will support all aspects of sales ordering processes, for our direct customer orders. Of great importance is managing the entire order fulfillment process across Life Science to ensure flawless execution on any orders/projects and effective complaint resolution.

Key Duties

ď‚· Global Distribution Account Managementď‚· Daily office sales support all Global distribution accounts – partner with Business Development Managers to support, potentially take ownership of all distribution

ď‚· Establish or reestablish customer relationships by contacting new or inactive accounts/prospects. Specific functions may include: introducing products, sales programs, and promotions to assist Business Development.ď‚· Accepts responsibility for Global Distribution Order Processing/Customer Service and communicates and maintains adherence to Meridian’s corporate policies and proceduresď‚· Effective Account Management and Analysisď‚· Global Account coordination and order management as needed in support of Business Development Managers.ď‚· Pricing Coordination for all accountsď‚· Manage Price Booksď‚· Make Pricing Decisionsď‚· Generate/Maintain Quotations in SFDCď‚· Global Contract Negotiation and Contract Maintenanceď‚· Supply Agreement Maintenanceď‚· Strategic focus on APAC distributorsď‚· Actively monitor performance to ensure revenue targets are achievedď‚· Analyze customer forecasts and sales data to inform stakeholders of demand trends.ď‚· Meet or exceed given sales goals required and reporting selling activity metricsď‚· Keep relevant metrics updated related to proposals, contracts, conversion rate and revenues and additional metrics requestedď‚· Collaborate with Key Stakeholders to expand the book of businessď‚· Manage existing customers for continued growth and performanceď‚· Direct Customer Supportď‚· Import/Export Documentationď‚· Complete Order Fulfillmentď‚· Provide Support for Life Science Technical Inquires via the SFDC Internal Inquiry processď‚· Effective complaint entry and resolutionď‚· Answer phone calls and providing internal customer service daily and escalate when appropriateď‚· Aid, direct, and resolve internal customer complaints, including logging in the MasterCONTROL databaseď‚· Detailed usage of CRM (SFDC), accurately categorizes pipeline according to probability and sales cycle stage in order to create a reliable revenue forecastď‚· Manage the entire sales order process for Global Distributionď‚· Monitor open orders documenting trends to assist in the review of re-order pointsď‚· Provide additional cover for Customer Support Team in case of absence or vacationď‚· Participate in training related to product lines, systems, corporate account strategies, territory strategies, and LIFE SCIENCE strategy.ď‚· Handle or direct customer complaints, billing issues, technical/quality problems, etc., to the appropriate area.ď‚· Serve as customer contact responsible for handling customer orders, answering customer inquiries, and resolving customer problems (quality issues, etc.).ď‚· Outstanding/overdue payment solving as needed.ď‚· Works effectively with key technical specialists to deliver quality projects for our clientsď‚· Makes full use of all company systems such as XA, MasterCONTROL, Salesforce, etc.

ď‚· Ability to work on PC including repetitive use of a keyboard and mouse for long periods throughout the course of the workday.

ď‚· Must be able to analyze and concentrate routinely throughout the course of the workday.ď‚· May be required to sit for long periods of time through the course of the workday.ď‚· Must be able to adhere to applicable safety practices for the site.

Qualifications

Education and Experience: 

ď‚· Minimum- BS, Business Management, Business Analytics or Life Sciences or equivalentď‚· 5 – 7 years of global customer support experience.ď‚· Science Technical Background Idealď‚· Complete proficiency with Microsoft Office, as well as Database software and internet research skills required.