Position Overview

Lead the Sales Support Department for North America and MicroVention, Inc. distributors. Manage order processing and customer related activities. Act as the liaison with Logistics to ensure professional, timely, and appropriate order fulfillment to customers, distributors, sales staff, and corporate associates. Develop and implement performance metrics, policies, and procedures to provide exceptional levels of sales support and customer service. Job duties:
  • Direct the Department performance to maximize customer satisfaction.
  • Lead the team’s transition from JDE to SAP enterprise systems.
  • Implement and monitor processes and procedures to achieve a smooth and seamless transition from JDE to SAP.
  • Create and continuously improve departmental policies and procedures.
  • Develop and report relevant Customer and Sales Support performance metrics.
  • Act as liaison with Sales, Marketing, Manufacturing, Quality, Legal, and additional staff to drive best practices.
  • Direct the implementation, use, and improvement of automated customer service systems (e.g. EDI).
  • Resolve customer challenges and product delivery issues, collaborating with other departments as necessary to expedite resolution.
  • Monitor production schedules to ensure inventory levels sufficient to fulfill customer orders.
  • Direct resource allocation, including budget and staff.
  • Manage consignment and trunk stock reconciliations for North America.
  • Monitor accounts receivable and assist with facilitation of collection activities.
  • Maintain customer account records and order history files.
  • Support requests from North America for new customer agreements, price discounts, revisions to consignment inventories, and changes to contract terms/conditions.
  • Identify opportunities to improve existing processes, perform various sales/business analyses, and manage other sales planning functions.
  • Perform other duties and responsibilities as assigned.

    1. Eight (8+) years of experience in Sales Support and/or Customer Service.
    2. Two (2+) years of management experience.
    3. Three (3+) years of SAP experience.
    4. Proven and successful leadership, team facilitation, and presentation skills.
    5. Extensive knowledge of order entry procedures and sales reporting.
    6. Exceptional interpersonal and communication skills.
    7. Ability to resolve customer service challenges via phone support to customers, distributors, and sales staff.
    8. Proficient computer skills including MS Word, Excel, Outlook and ERP software.
    9. Excellent organizational and project coordination ability with acute attention todetail is essential.
    Desired Qualifications
    1. Warehouse and Logistics experience a plus.
    2. Astute comprehension of all business functions.
    3. Experience with automated Customer Service systems (e.g. EDI).
    4. Previous medical device industry experience preferred.