Sales Support Specialist III

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 will provide administrative support to the Limb Reconstruction (aka Orthopedics) 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.  Expectations of a Sales Support Specialist III include all the expectations and responsibilities set forth for a Sales Support Specialist II along with the additional criteria below.

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.

• Reinforces all department standards by modeling expectations

• Possesses in-depth knowledge of all product lines

• Exhibits a full understanding of the job area functionality with expertise

• Ability to back up any function/region/Distributorship in an effective, accurate, and timely manner

• Assists in training less experienced personnel to increase departmental efficiency and overall service level outputs

• Guides peers in sharing knowledge of policy and procedure when quality issues are identified

• Maintains a calm and composed demeanor under stressful situations

• Proactively engages leadership/management as needed for problem-solving, training needs, and improved efficiencies

• Consistently contributes to process improvement and resources to benefit the overall team and/or organization

• Performs a variety of complex duties requiring initiative and a significant amount of judgment via problem solving and decision-making, affecting revenue and customer loyalty

• Prioritizes additional work assignments/projects as assigned to meet deadlines

• Resolves problems of diverse scope, where data may require cross functional analysis

• Handles conflict constructively and diplomatically

• Recognizes the one-offs and the need to deviate from standard based on system constraints or extreme circumstance

• Demonstrates sound judgement in evaluating various options and selecting viable paths for potential solution and approvals, while maintaining compliance standards

• Consistently contributes to process improvement and resources to benefit the overall team and/or organization

What skills and experience will you need?

• High School diploma or equivalent required

• 3+ 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

What qualifications are preferred?

• Bachelor’s degree

• 2+ years of experience in Sales Support preferred

• Knowledge of Oracle, SalesForce, or ImplantBase

• Knowledge of anatomy and medical terminology

PHYSICAL DEMANDS AND WORK CONDITIONS:

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 this position is  $ 29.68 – $41.60  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. 

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.