Sales Support Specialist I

Why Orthofix?
    

Guided by our organizational values – Take Ownership | Innovate Boldly | Win Together – we collaborate closely with world-class surgeons and other partners to improve people’s quality of life. At Orthofix, we want team members who build relationships and share knowledge, challenge the status quo, and deliver results every day to help us achieve our vision to be the unrivaled partner in Med Tech.  

Our global team of over 1,600 employees brings to market highly innovative, cost-effective, and user-friendly medical technologies that heal musculoskeletal pathologies for patients and the healthcare professionals who treat them. Looking to change people’s lives? Look no further.

How you'll make a difference?

The Sales Support Specialist I will provide administrative support to the sales team and will oversee the account management for all contracted sales representatives.  Focus will be on the training and support of the sales force on systems, processes and protocols with overall troubleshooting and resolution.  Duties will include accurate and complete order entry for revenue and inventory fulfillment under Spinal Implants and Orthobiologics product portfolios, general record keeping, responding to customer inquiries, gathering Purchase Orders and resolving disputes.  Beginning with Onboarding, the Support Specialist will serve as the primary point of contact for the Sales Reps, providing support for all internal administrative needs. 

What will your duties and responsibilities be?

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

• Acts as Customer Service liaison with Sales Reps for all corporate inquiries

• Answers departmental inbound calls from various audiences, responding or transferring with courtesy and professionalism

• Fields and responds promptly and professionally to departmental and personal inbox email inquiries

• Analyzes sales orders for accuracy, investigates questionable data and takes corrective action when necessary

• Processes sales orders, validates all serialized inventory, and restocks inventory levels as needed

• Maintains proper documentation of all inventory orders received by email, phone or other sources, proactively ensuring duplicate inventory orders are eliminated

• Provides timely analysis and resolution of orders on validation, price, or credit hold to ensure all avenues are taken for prompt replenishments and revenue recognition

• Documents pricing discounts per established procedure

• Educates distributors regarding commercial sales process

• Pursues and posts purchase orders from facilities, while managing aging orders proactively

• Communicates to Sales Management weekly regarding sales orders pending entry, defining data required for proper entry of revenue

• Processes all direct orders from facilities

• Files all records into document storage as per audit requirements

• Provides new customer application forms as required for new accounts

• Manages open order lines, including replenishment backorders, for appropriate disposition and follow up communication with Distributors, Planners, and Customers

• Fully manages regional revenue within limited account portfolio assignments

• Monitors POs and revenue reports to clear all transaction discrepancies for month-end processing

• Analyzes and processes Tissue Tracking Cards with Biologic product for appropriate commission  payout to Sales Distributors

• Reviews Cognos and power BI reporting to effectively assess and respond to Sales inquiries and requests for trending

• Develops and maintains a working knowledge of all product lines

• Trains new sales reps on process and protocol

• Establishes and maintains outstanding relationship with distributors and Regional Sales Managers

• Manages routing escalations courteously and effectively

• Meets departmental Key Performance Indicators and Quality standards consistently

• Develops and maintains a working knowledge of all product lines

• Interfaces effectively and professionally with both internal partner and external partners, building stable working relationships

• Applies company policy and procedure to resolve routine issues

• Completes all compliance and department related courses on time

• Attends all departmental and company-wide meetings

• Adheres to daily schedu