Team Leader, Sales Support

Job Description

This position is an extension of the Field Sales and Service teams managing a large portion of the administration work associated with Sales which includes assisting Field Sales & Service with all internal interactions relating to any aspects of the sale or service of Olympus products. This position will take ownership of Sales Rep concerns and see the issue through to completion which includes working with internal groups to find resolutions. This position also serves as the primary resource supporting Sales Support Specialist (SSS) in daily activities including but not limited to inquiries quotes orders equipment validation rentals reporting and sales and service escalations.

Job Duties

* Provide proactive universal support to Sales Reps as the one point-of-contact for Sales and Service on all back-office sales processes (entering contracts monitoring contracts for compliance entering orders creating capital disposable and rental quotes follow up on open orders address contracts that are expiring etc.).

* Oversee the daily activities of the team members by monitoring back-office sales activities for accuracy and professionalism.

* Adjust react address issues/problems and assign customer requests to teams as needed.

* Manage the inflow of communication (via email phone Skype etc.) from internal and external customers in order to manage workload for Sales Support Specialists. This includes taking action on requests and assigning requests to Sales Support Specialists and assisting managers in ensuring enough employee coverage to handle incoming Sales requests.

* Proactively execute and monitor reports for Field Sales and Service in an effort to minimize customer dissatisfaction Serve as first-level escalation for Sales Support Rep issues and second-level escalation for Customer Care and Order Support Rep issues by providing guidance and/or coordinating to find a solution with internal and external customers.

* Coordinate sales rental process from product selection quoting contract verification and timely arrival of product for procedures or courses. Review complex purchase orders involving quotes for accuracy and completeness.

* Ensure that purchase orders are reviewed for special terms and work with Contract Administration Operations and/or Legal update and finalize order acceptance.

* Audit Sales Support Specialist work for quality provide coaching and feedback directly to employee and report issues to upline supervisors.

* Deliver training (including work process aids) to Sales Support Reps to support Sales Support and Customer Solutions processes. Identify gaps in training needs and communicate gaps to Training team. Other duties as assigned.

* Independent Judgment and Decision-Making: This position is often presented with challenges which require effective decision-making ability. These changing situations frequently demand and immediate response which must support all company policies. Because the position works primarily independently the Leads are empowered with authority to make timely decisions within established guidelines. They must act quickly to allocate resources to ensure that calls orders requests etc. are handling quickly and efficiently. Each Lead is responsible for promoting a positive attitude to the internal and external customers and to his or her team. A perceived negative response to a customer's request could be detrimental to the company's future sales.

Job Requirements

REQUIRED QUALIFICATIONS:

* High school degree is required. Associates Degree preferred.

* Minimum of 5 years of Customer Service and/or Sales Support experience is required.

* Ability to change shifts or work overtime as needed.

PREFERRED QUALIFICATIONS:

* High degree of professionalism (Ability to interact professionally with internal and external customers of all levels. Excellent verbal/written communication skills)

* Demonstrated leadership skills.

* Ability to provide constructive feedback and coaching.

* Accepts a high level of accountability for work assigned.

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