Sales Support Specialist

Name:                                                                                                                     Date:

Job Title:   Sales Support Specialist, Strategic Accounts                                       FLSA Status: Exempt                                      

Department:  Sales and Marketing

Reports To:  Manager of Strategic Accounts

Company Mission: The Genova Diagnostics team promises to be the best provider of comprehensive and innovative clinical laboratory services for the prevention, diagnosis, and treatment of complex chronic disease.

Position Summary:

The position of Sales Support Specialist (SSS) is responsible for supporting the company’s sales professionals as it relates to customer needs. They are responsible for expediting the completion of administrative tasks that are required for company processes. This will involve working with other departments to resolve issues related to sample collections and recollections, pricing and insurance coverage, kit requests and other shipping related tasks. The SSS provides strategic and operational support to the sales team and manages administrative duties with other staff functions to ensure appropriate resources are available and focused to support selling objectives. The SSS is accountable for providing additional support to the District Managers, including but not limited to, planning/coordinating team events/meetings, ensuring system tasks are managed in a timely fashion (e.g. EMR CTOPs, SHIP CTOPs, QAs, etc.), and completing other administrative tasks. The SSS will be responsible for answering incoming calls from clients, TSMs and escalations from other departments requesting sales support.

Essential Duties and Responsibilities:

Responsibilities include but are not limited to the following:

Technical

·          Provides a support role for sales team colleagues in assigned territory or district to include processing orders via email or phone

·          Lead validation and qualification

·          Consistent communication with TSM / DM regarding client’s progress and any issues that arise

·          Record incident/complaints, and research problems, and expedite solutions, thoroughly documenting each incident in the necessary company systems to ensure exemplary service and continued accountability. The SSS is an active participant in preventing negative issues from recurring, and creating positive experiences when they arise

·          Proactively monitors client activity in assigned territory and contacts clients regarding campaigns, QA issues, lab issues, new products and/or services

·          Works with TSM in submitting CTOP (Phlebotomy Contracts, SPAs, Equipment requests, EMR requests, etc.) requests within JIRA and monitors approval process through completion

·          Acquire orders and collects marketing information while opportunistically identifying upsells and asking consultative and investigative questions

·          Works with internal customers to support clients need for technical information

·          Maintains sales activities, efforts and client information within Customer Relationship Management (CRM)Tool

·          Assist TSMs with arranging Medical Education appointments

·          Assist sales staff in determining whether a sample is adequate and/or appropriate for testing by understanding laboratory sample requirements and standards for sample acceptance.

·          Must be knowledgeable and remain up to date on company billing policies and procedures, Medicare rules and regulations, state limitations of payment options, health care practitioner licensing limitations, and company licenses and accreditation.

·          Utilizes various resources for supporting the benefits of company tests, including Internet sites, reference articles and journal publications.

·          Supports current client information through the internal Customer Account Tool (CAT) system

·          Submits periodic summaries of special projects to supervisor

·          Acts as liaison for team, providing guidance, facilitating training, and ensuring a resource for the group at large

Other

·          Develops and constantly improves human relations skills to serve internal clients

·          Maintains accurate information on client accounts and documents in appropriate systems. The SSS will serve as a primary source for client information

·          Records suggestions from sales staff and clients regarding company protocols

·          Involvement in companywide activities and meetings as available

·          Project Management, as delegated by District Manager

·          Other responsibilities as identified by the District Manager

Supervisory Responsibilities:                                                             

This job has no direct supervisory responsibilities but does require close communication with the others and supervisors. Additional responsibilities of an SSS will include the overseeing and training support of new team members including training planning and scheduling.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:    

Computer Skills:

To perform this job successfully candidates must be familiar with computer programs such as Outlook, Word, Excel and CRM (Salesforce.com). 

Physical Demands:

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 while wearing the appropriate Personal Protective Equipment. On occasion the individual may be called upon to handle biological specimens. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and ability to adjust focus.

Work Environment:                                                                                                                                                                            The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employee Acknowledgement I HAVE REVIEWED THE ABOVE JOB DESCRIPTION AND UNDERSTAND THE REQUIREMENTS OF THIS POSITION. 

Employee Signature ____________________________________________________Date_______________________________

Supervisor Signature ___________________________________________________Date_______________________________

Laboratory DirectorSignature_____________________________________________Date_______________________________