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 scheduled shift for departmental coverage

• Performs additional tasks as assigned by supervisor

What skills and experience will you need?

• High School diploma or equivalent required

• 0-1 years customer service experience

• Strong organizational skills

• Detail oriented with an emphasis on quality

• Strong time management and task management skills

• Strong analytical and critical thinking skills, with emphasis in problem-solving and decision-making abilities

• Demonstrated experience in a customer experience role

• Ability to multi-task, with effective focus and follow through to completion of task

• Professional communication skills required, with ability to interface with company personnel at all levels of the organization

• PC and typing skills required

• Working knowledge of Excel

NONESSENTIAL SKILLS, EXPERIENCE AND QUALIFICATIONS: 

• Bachelor’s degree

• 1+ years of experience in Sales Support preferred

• Knowledge of Oracle, SalesForce, or ImplantBase

• Knowledge of anatomy and medical terminology

What qualifications are preferred?

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit for extended periods of time

• Occasionally required to stand, walk and use business equipment daily such as PC, copier, fax, telephone, etc.

• Occasionally required to reach overhead, bend, and lift objects of up to 20 lbs.

• Eyesight and hearing must be correctable to standard levels

The anticipated base hourly rate for an employee who is located in California this position is $25.00 to $26.00 per hour plus bonus and benefits.The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type and years of experience within the industry, education, etc.The Company is a multi-state employer and this pay scale may not reflect the pay scale for an employee who works in other states or locations. 

DISCLAIMER

The duties listed above are intended only as representation of the essential functions of this position.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.  The job description does not constitute an employment agreement between the employer and employee and is subject to change at the sole discretion of the employer.  Nothing in this document alters an employee’s at-will employment status.

We are committed to providing equal employment opportunities to all employees and applicants without regard to race (including traits historically associated with race, such as hair texture and protective hairstyles, including braids, locks, and twists), ethnicity, religion, religious creed (including religious dress and grooming practices), color, caste, sex (including childbirth, breast feeding, and related medical conditions), gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age (40 and over), protected medical condition (including cancer and genetic conditions), genetic information, disability (mental and physical), reproductive health decision-making, medical leave or other types of protected leave (requesting or approved for leave under the Family and Medical Leave Act or the California Family Rights Act), domestic violence victim status, political affiliation, or any other protected status in accordance with all applicable federal, state, and local laws.

This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, discipline, termination, promotions, transfers, compensation, benefits, training, leaves of absence, and other terms and conditions of employment.