Sales Support Specialist

Background

• Works under general direction of the Sales Support Manager in a c-GMP regulated manufacturing environment operating under Q7A standards.
• Serve as a member of the Customer Support team, performing customer coordination and communications for domestic customers. The work process involves steps that are routine to moderately complex in character, requiring some independent discretion and judgment on matters related to sales, marketing, and administration.

Tasks

• Customer sales and satisfaction coordination
• Serve as main point of contact for established domestic customers (periodic customer calls, customer surveys, repeat order management, problem identification and resolution management)
• Establish customer service synergy through technological solutions (mail/file invoices, manage online billing, fax COAs or other documents to satisfy customer requests)
• Maintain appropriate confidentiality with sensitive material and information (pricing, customer lists, manufacturing processes)
• Transition from sales process to customer status (such as initiation of processes, verification of data, shipment and software systems protocols)
• Identification of new sales opportunities from telephone, mail and website inquiries; follow-up with pricing and product information
• Management of data used for customer references
• Database management
• Distribution of warehouse paperwork; invoice daily shipments for domestic locations; forecast and coordinate needs for multiple domestic warehouse sites o Ensure accurate data capture from sales processes, applications/projects, all key contacts
• Manufacturing/production liaison
• Participate in departmental operations planning, development and implementation of plans for technological solutions aimed to gain efficiencies in processes
• Orient communications at management level, blending technical and non-technical perspectives
• Freight coordination
• Assist customers with freight planning
• Obtain freight bids and make awards based on desired criteria
• Prepare freight quotes and bill of lading for next day’s shipments; track and audit freight costs, duties and delivery expenses
• Manage DOT and IATA Hazardous Materials certification
• Other duties as assigned (such as back-up for other customer relations positions, periodical review of existing policies and procedures to identify potential changes and to enhance customer satisfaction and coordination of productivity)

Specifications

Bachelor’s Degree

Knowledge of:

• Computing and communication technology (Broad level)
• Chemical and scientific terms (Basic level or ability to quickly learn)
• MS Office computer package (Broad level)
• Share Point, Lotus Notes, and MAS90 (Preferred)
• CRM software, such as Salesforce

Skill in:

• Oral and written communications
• Organization and detailed documentation
• Sales lead follow-through
• Customer relationship building
• Fosters positive customer and employee relationships

Ability to:

• Absorb information, apply conceptual skills in practical application
• Focus on customer-driven results
• Work independently with limited supervision
• Analyze and interpret statistical and scientific data
• Be a team player
• Adapt to rapidly changing priorities based on business needs
• Able to actively handle several tasks simultaneously

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