Sales Support Specialist

1 week ago

Salem, New Hampshire, United States medmix Full time
Job Description

Medmix is a global leader in high-precision delivery devices, with a strong presence in healthcare, consumer, and industrial end-markets. Our customers benefit from our dedication to innovation and technological advancement, resulting in over 900 active patents. Our 14 production sites worldwide, combined with our highly motivated and experienced team of nearly 2,700 employees, are committed to delivering uncompromising quality, proximity, and agility to our customers. Our headquarters is located in Baar, Switzerland, and our shares are traded on the SIX Swiss Exchange (SIX: MEDX).

Key Responsibilities
  • Provide exceptional email and phone support to customers, addressing common inquiries regarding order status, freight charges, tracking, document requests, product, pricing, and availability.
  • Operate the shared customer service email inbox to ensure organization, delegation, and timely responses.
  • Validate and direct sales inquiries and leads to the appropriate member of the sales team or agency, working closely with sales and medmix CRM to ensure a smooth transition for the customer between Sales and Order Management.
  • Execute date changes on customer sales orders resulting from sales allocations and purchasing/planning, including system updates and customer notifications.
  • Utilize customer portals as necessary for receiving orders, submitting ASNs, invoices, and various customer requirements.
  • Facilitate routine order/delivery issues and customer complaints, including entering RMAs, replacement orders, credit, and debit memos.
  • Research and resolve customer billing/payment discrepancies as requested by Finance or Sales.
  • Apply Delegation of Authority for appropriate approvals of orders, credits, samples, etc.
  • Process sample and goodwill orders utilizing medmix CRM.
  • Answer phone calls and direct to the appropriate person/department.
  • Proactively engage and support company initiatives designed to promote a culture of safe working, environmental protection, and continual improvement.
  • Deliver excellent customer service based on achieving targets on KPIs for response time, lead turn over, accuracy of orders.
  • Review purchase orders for accuracy and work with customers and sales to make corrections to pricing, MOQ, payment terms, etc.
Requirements
  • 3+ years of customer service experience in an office setting.
  • Associate or bachelor's degree in a related field preferred or equivalent education or experience in a similar role.
  • Strong written and verbal communication skills.
  • Bias to action with a focus on improving the customer experience.
  • Business and commercial acumen.
  • MS Office (Word, Excel, PowerPoint, Outlook) skills.
  • SAP knowledge preferred.
  • Well-organized, detail-oriented, accountable, and responsible.
  • Energetic presence, self-starter.
  • Ability to multi-task, prioritize, and manage time effectively.
  • High level of customer proximity/orientation.
  • High level of accountability expectation for themselves and others.

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