Customer Success Specialist II

Position Summary

The Customer Success Specialist II plays a critical role in enhancing the effectiveness of the sales team by providing comprehensive support to sales representatives, managing territory-related activities, and serving as a key liaison between hospitals, field-based reps, and internal staff. This position demands a proactive approach to problem-solving and the ability to manage multiple priorities in a fast-paced environment.

Essential Functions of the Position

• Customer and Field Support
• Manage and prioritize incoming phone calls from field personnel and customers, ensuring timely and effective communication.
• Assist in the resolution of all customer inquiries, fostering strong customer relationships through proactive engagement and follow-up.
• Identify customer needs and coordinate appropriate support activities to enhance service delivery.
• Provide technical support and training to team members and customers, enhancing product knowledge and usage.
• May assist with international support as needed, adapting to diverse customer requirements and cultural nuances.
• Order and Inventory Management
• Facilitate order processing, coordinating with relevant teams to ensure timely fulfillment and customer satisfaction.
• Track and communicate overnight orders to ensure accurate delivery timelines.
• Oversee inventory management for field-based personnel, ensuring optimal stock levels and timely replenishment.
• Support EDI (Electronic Data Interchange) implementation to streamline order and inventory processes.
• Administrative and Technical Support
• Execute administrative tasks, accurately inputting customer information into databases for comprehensive documentation and record-keeping.
• Absorb and complete new vendor forms to ensure compliance and operational readiness.
• Collaborate and handle additional responsibilities as assigned to support departmental needs.
• Reporting and Analysis
• Generate and analyze required monthly reports, providing insights to support sales performance and decision-making.
• Collaborate with cross-functional teams to identify and implement process improvements that enhance sales support functions.
• Provide quarterly reports to area teams and attend team calls as needed.

Additional Essential Functions of the Position

• Regular and predictable work performance
• Ability to work under fast-paced conditions while maintaining accuracy and attention to detail
• Exercise sound judgement and decision-making skills in various situations
• Prioritize various duties, multitask effectively, and adapt to shifting priorities
• Foster collaborative relationships with colleagues and stakeholders to achieve common goals

Basic Qualifications

• High school diploma
• 3-6 years of prior customer service or related experience
• High level of accuracy with data entry and attention to detail
• Strong organizational skills with the ability to multitask and prioritize effectively in a fast-paced environment
• Proficient in PC-based systems and familiar with Microsoft Office applications
• Knowledge of commonly used concepts, practices, and procedures within the sales arena
• Professional demeanor in interactions with customers and colleagues
• Adept at problem-solving and capable of handling complex inquiries
• Eagerness to learn new skills and acquire knowledge relevant to the role

PREFERRED QUALIFICATIONS

• Bachelor’s degree or demonstrated equivalent combination of education, training, and experience
• Experience supporting field sales teams within the medical device industry
• Bilingual in English and Spanish preferred

Other Requirements

• Ability to regularly walk, sit, or stand as needed
• Ability to occasionally bend and push/pull as needed
• Ability to pass pre-employment background check
• Hybrid work environment