Senior Manager, Sales Support

Working Location: PENNSYLVANIA, CENTER VALLEY 

Workplace Flexibility: Hybrid

 

For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling. ​​

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Every day, we live by our philosophy, True to Life, by advancing medical technologies and elevating the standard of patient care so people everywhere can fulfill their desires, dreams, and lives.

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Our five Core Values empower us to achieve Our Purpose: 

 

Patient Focus, Integrity, Innovation, Impact and Empathy. 

 

Learn more about Life at Olympus.

 

 

Job Description

The Senior Manager Sales Support will oversee multiple sales support teams, ensuring efficient and effective support for 1,000+ sales professionals across various business units in adherence to policies and processes. This role involves managing daily operations, developing strategies to improve sales processes, and providing exceptional customer service. This role requires strong leadership skills, a deep understanding of sales operations, and a passion for driving team performance.  

Job Duties

• Responsible for the administrative and functional direction of sales support teams to provide proactive support for multiple Business Units.  Including staffing levels, productivity, effectiveness and quality.
• Set team objectives and track and analyze KPIs.  Identify performance issues and address as needed with team managers or team member. Clearly communicates team vision on a regular basis and provides data to support the vision and areas of improvement as well as what is working. 
• Provide proactive universal support to Sales Management and  Reps as the point-of-contact for their Sales and Service-related needs, on all back-office sales processes (monitoring open sales orders,  entering sales quotes and orders, creating capital, disposable, and rental contracts for compliance, etc.)
• Serve as escalation for Sales Support Managers and Team Lead issues, by providing guidance and/or coordinating to find a solution with internal and external customers. 
• Review & approve certain revenue-impacting Sales transactions (trades, RMAs, credits & debits, etc.)
• Partner with Marketing and other internal departments to develop new workflows and write new work instructions on how Salesforce.com and SAP will support with new product introductions and promotions.
• Liaise with Sales, Marketing, training, and other departments to ensure customer needs are met.
• Strategize with Sales Area & Regional Vice Presidents to proactively identify and solve potential customer issues and issues that impede the sales or order entry process.
• Accountability of large/complex orders and/ or issues from inception to completion minimizing loss of business due to internal process errors while working within policy
• Ensure that policies, procedures, work instructions and training are in place and are compliant with company policies.  Ensure all regulatory policies relating to complaint handling are compliantly transacted.
• Lead the recruitment, training, performance reviews and development of the teams to maintain high performance and morale.

Job Qualifications

Required:

• Bachelor’s degree required or equivalent required.   
• A minimum of 10 years’ experience in Customer Service or Sales Support.
• A minimum of 5 years in a Management position in a Customer Service, Sales Support or Sales Operations environment is required.
• Proficiency in CRM and Microsoft Office required.
• Occasional regional travel (up to 5%).
• Leadership Skills - Strong ability to lead change and transformation efforts in a complex and sometimes ambiguous environment. Experience with leading cross-functional teams.
• Highly organized and time management skills
• Language Skills – Excellent ora