Sales Support Specialist/Customer Services

Sales Support Specialist
Duration: 06 Months (Temp to Perm)
Shift: 10:30 AM - 07:00 PM
The company, is growing a team of passionate people who are dedicated to making a difference in advancing patient care in the cardiac monitoring space. It is our aim to create a positive culture among the commercial team and across the organization as we continue to enhance Baxter’s cardiac monitoring offering through Client.

Currently, we are looking for a Sales Support Supervisor to join our Customer Experience team in Houston, TX who is passionate about digital health and helping cardiac patients via our innovative remote-monitoring body sensor technologies. The right individual will join a dynamic and fast-paced environment and will work with cross-functional teams to support Baxter’s innovative Bardy CAM Patch, to develop and implement new products and services, and to drive market adoption of Baxter’s offering through Client as the new standard of care in cardiac monitoring.

The Sales Support Supervisor will be responsible for managing our team of Sales Support Specialists with a focus on leading the cardiac monitoring industry in the overall customer experience for patients, physicians, and their staff. The Sales Support team, a subset of the Customer Experience organization, is responsible for the administration of Bardy’s Sales Support program, including product logistics (sales order placement, tracking), vendor relationship management, inventory audits (client and sales rep stocks), and sales rep training.

As the supervisor, this role is responsible for leading various projects as assigned (including but not limited to Accounting analysis/audits and inventory reporting), and also reporting and presenting to the sales teams and other internal stakeholders. The supervisor is also responsible for the hiring/firing, discipline, and payroll of the Sales Support department.

As a leader within the Customer Experience team, their responsibilities will also include the maintenance of company business related to customer service and CAM processing, including the addressing of all inbound calls with the intent of prioritizing, resolving, or redirecting calls to ensure the satisfaction of Baxter’s customers (patients, physicians, and their staff). The Supervisor will also act as manager on duty at the Houston site. This role may also be involved in the internal development, testing, and implementation of new products and services, and other duties as assigned.

The Sales Support Supervisor reports to the Assoc. Director of Customer Experience at our office in Houston, TX. The individual who occupies this role must be a results-driven leader with a vision for an exceptional customer experience that uses excellent communication and leadership skills to promote this vision throughout the organization. Their focus on the customer’s perspective will be their foundation for ensuring a customer-centric experience in every element of Baxter’s business.

Manage a team of Sales Support Specialists, including scheduling, timecards/PTO management, business delegation and supervision, disciplinary actions and performance reviews (in conjunction with management), and training of new team members.

• Lead various projects and develop/deliver reporting as assigned (including but not limited to Accounting analysis/audits and inventory reporting).
• Follow documented procedures for all activities related to the Client Quality System and conduct Quality investigations (e.g. Demonstrate empathy and skill in decreasing interpersonal conflict, guiding team members to corporate conduct policies, and correcting behavior related to attendance and performance.
• Acts as manager on duty on-site in Houston in adherence to company policies and procedures.
• Sales Training Presentations for New Hire Training, National Sales Training, and other events as assigned.
• Interviewing, hiring, and firing team members for Sales Support positions in conjunction with management .
• Work with other leaders to develop benchmarks/metrics of achievement towards an improved experience for all parts of the organization.
• Identifying and implementing the most effective methodologies and disciplines used to maximize the company's sales support systems.
• Measure and analyze customer feedback, interpret the analysis for employees, and develop and implement strategies and programs to continuously improve results.

Success developing client services, customer relationship management, and building process and systems to track and improve services that ensure great customer experience for medical professionals.

• Excellent computer skills including proficiency in MS Office, MS Excel, and MS Outlook.
• Excellent customer service skills when interacting with all internal and external clients.
• Patience, professionalism, excellent phone etiquette.
• Medical industry experience highly preferred.
• Knowledge of medical terminology preferred.
• Minimum three (3) years’ experience in Sales Support or related function.

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