Job Description

Job Summary

* Please note, this role is on 2nd shift: 2:00 pm-10:00 pm Monday-Friday

The Senior Sales Support Representative will provide service and support for Zimmer Biomet Spine by performing the following key duties:
Satisfies our customers needs through prompt response, friendly service, and support that often exceeds expectations.
Acts as the liaison between field sales agents & distributors and internal personnel & departments by managing all sales order activity, inventory replenishments, product inquiries, and investigating order shipments, tracking, or issues ensuring the timely and accurate delivery of materials needed for surgery.
Develops and enhances product knowledge through training, webinars, learning modules, interaction and partnership with sales, marketing, sales training, med ed.
Performs varied and diverse office clerical duties. Requires knowledge of office systems and office procedures. Duties may include a combination of answering telephones, typing, office machine operation, document scanning and filing.

SHIFT 2

Principal Duties and Responsibilities

Responsible for placing and monitoring orders submitted by fax or email.
Responds to high-level sales support requests such as product availability, par levels, order completion, tracking shipments, order history, or any other customer concern.
Monitors and supports orders placed in the field, communicates with distributor office managers or reps as needed to ensure order accuracy and availability.
Manages internal controls such as product access, restrictions, back orders, par levels, etc.
Use Enterprise Resource Planning/Manufacturing Resource Planning software programs to loan, receive, ship, issue and monitor inventory. May also require coordination with shipping companies.
Schedules pick-ups and contacts 3rd party carriers to deliver product on time, as needed.
Collaborate with departments across functions: supply chain, warehouse, and operations to fulfill orders.
Follow directions closely and possess ownership/responsibility for tasks.
Helps train on process for proper kit management and ensure field sales, office staff, and Independent Sales Agents are trained on systems and process.
Develops and enhances product knowledge through training, webinars, learning modules, interaction and partnership with sales, marketing, sales training, med ed.
Participates in group and project meetings as required.
Serves as backup as needed for reception.
Builds positive relationships and an arena of trust with distributors, office staff, sales representatives, sales management, and other internal business partners including operations, supply chain, marketing, finance, IT, etc.
Performs duties in compliance with applicable regulations such as FDA, ISO, etc., or other standard company guidelines and practices.
Participation in departmental 24 hour emergency on-call service is a requirement of this position
Other related duties as assigned

Expected Areas of Competence

Strong Communication Skills oral, written, inter-personal
Positive attitude and willingness to participate in a culture of superior service
Strong Customer Service orientation
Time Management
Ability to handle difficult situations while remaining professional
Ability to use guidelines, scripts, or process maps to perform the job
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
Demonstrated enthusiasm and willingness to learn
Strong communication skills, especially the ability to foster positive relationships with sales, distributors and other departments
SAP experience proficiency a plus

Education/Experience Requirements

Strong Communication Skills oral, written, inter-personal
Positive attitude and willingness to participate in a culture of superior service
Strong Customer Service orientation
Time Management
Ability to handle difficult situations while remaining professional
Ability to use guidelines, scripts, or process maps to perform the job
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
Demonstrated enthusiasm and willingness to learn
Strong communication skills, especially the ability to foster positive relationships with sales, distributors and other departments
SAP experience proficiency a plus

Travel Requirements

Up to 5%

Additional Information

EOE M/W/Vet/Disability