NPWT – Senior Inside Sales & Customer Support Specialist

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.   

As an NPWT – Sr. Inside Sales & Customer Support Specialist, you’ll play a vital role in enabling our Post Acute Account Managers to focus on strategic growth while you manage the day-to-day needs of our DME partners, healthcare providers, and patient inquiries. This role is crafted for someone who is customer-focused, solution-oriented, and energized by the opportunity to collaborate cross-functionally in a mission-driven environment.

This role directly supports the sales efforts behind our market-leading Negative Pressure Wound Therapy (NPWT) products, specifically RENASYS EDGE, by ensuring operational efficiency, high-quality service, and proactive communication with internal and external stakeholders.

What will you be doing?

• Serve as a key point of contact between our DME partners, clinicians and field sales teams—delivering prompt, professional, and accurate support

• Facilitate timely processing and tracking of product orders, patient paperwork, and other critical documentation across healthcare settings

• Proactively coordinate with Post Acute Account Managers, Care Continuum Directors, and District Managers to execute territory-level strategies

• Provide in-services, training and general guidance on completing and submitting complete orders for both Sales and Customers

• Troubleshoot issues related to product availability, order status, and customer needs in partnership with internal departments

• Maintain detailed and organized records in CRM systems (Salesforce experience a plus)

• Identify opportunities to improve customer experience and efficiency in partnership with sales leadership

• Follow up on cancelled orders to recapture potentially lost orders

• Indirect supervision of contingent employees (FirstSource) to accurately direct delivery of NPWT products

• Proactively coordinate account specific requests as required in special circumstances

• Fill in for white space territories / vacant territories to maintain existing business and facilitate transition when filled

• Use internal reporting tools to track/capture critical information pertaining to orders:  Proof of Delivery, clinical documentation, etc.

What will you need to be successful?

• 5+ years of experience in customer service, inside sales, or support—DME, medical device, or healthcare industry experience preferred

• Strong organizational skills with the ability to handle multiple priorities in a fast-paced environment

• Excellent communication and interpersonal skills, both verbal and written

• Tech-savvy with proficiency in Microsoft Excel, Microsoft Powerpoint; CRM experience highly preferred

• A team-first attitude and eagerness to collaborate across roles to achieve shared sales targets

• General understanding of Medicare guidelines, HIPAA & DME regulations

• A proactive, empathetic, and solution-focused approach to customer service

• Bachelor’s degree preferred but not required

You Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.    

• Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/) 

• Your Future: 401k Matching Program, 401k Plus Program, Discounted Stock Options, Tuition Reimbursement  

• Work/Life Balance: Flexible Personal/Vacation Time Off, Paid Holidays, Flex Holidays, Paid Community Service Day  

• Your Wellbeing: Medical, Dental, Vision, Health Savings Account (Employer Contribution of $500+ annually), Employee Assistance Program, Parental Leave, Fertility and Adoption Assistance Program 

• Flexibility: Hybrid Work Model (For most professional roles)  

• Training: Hands-On, Team-Customized, Mentorship  

• Extra Perks: Discounts on fitness clubs, travel and more!  

Smith+Nephew provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.