Director, Inside Sales and Customer Support

Job Summary: Serves as inside sales and customer support leader in a fast paced, high growth rate and dynamic medical products company. Candidate will manage all customer requirements and support functions including proactive sales support and pipeline management, developing quotes, tracking and receiving orders for legacy business, support as needed for closing and onboarding new customers, inside sales order processing/entry, customer support, and product marketing support. Principal focus is developing and managing customer pipeline for efficient and scalable sales of standard products and customized sterile pack procedural kits. Provide turnkey inside sales support to VP Sales & Marketing. Serve as hands-on and lead-by-example manager of the inside sales and support personnel.

Duties and Responsibilities:

• Develop and manage a customer facing inside sales operation and team that includes the Orthopaedics business unit and the Cardio/Neuro business unit. Principle customers are major tier 1 to start up OEM implant companies in the trauma, extremities, spine, sports medicine, CMF and related musculoskeletal market segments, and cardiac rhythm management (CRM) and neuromodulation markets.
• Oversee and refine inside sales and organizational processes and programs that contribute to company sales and profit goals and create measurable value. A key element is managing and improving processes, metrics and overall efficiency and effectiveness of the hand offs and communication between customer solutions, product development, operations and quality to effectively achieve revenue, profit, project schedules, on time delivery and scale the business
• Serve as the proactive inside sales “go-to” leader with all new and legacy customers and accounts including new business pipeline opportunities. Has an attitude focused on customer satisfaction at a profit and meeting sales and business goals—agile, adaptive and executes.
• Works with external sales and account management team to advance and close the new business pipeline. Oversees the accuracy and timeliness of the CRM system.
• Partners with Product Development team to support all product pipeline and customer meetings and onboarding. This includes standard products and the custom and semi-custom procedural instrument kit product lines and customers.
• Partners with Operations team to manage and report on daily, weekly and monthly production and build plans and metrics (KPIs and OKRs) to meet customer commitments.
• Manages sales forecasting activities to drive bookings, sales and operational planning
• Manage and support wide range of pre- and post-sales activities and customer satisfaction programs including databases, metrics, and dashboard reports
• Support product marketing and program management activities including med conferences
• Partner with Quality Team regarding customer complaints/RMA’s, completes all related documents, and communicates complaint closure details back to customer within specified time frame. Assists Quality team during on site customer audits.
• Work with Finance team on sales forecasting, order invoicing, collections of past due invoices, over payments, price discrepancies, credits, and consignment settlement reports.

Qualifications and required skills:

• BA or equivalent experience in Business, Sales Management, Marketing, Communications, or similar discipline.
• 8+ plus years’ experience and track record of success in sales, marketing role, or a customer service and support leadership role. B2B selling experience.
• Experience at a high technology product development or manufacturing firm preferably in medical instruments and equipment, healthcare, biotech, electronics or manufacturing
• ISO 13485 and cGMP process knowledge and experience
• Must have excellent computer operation skills with MS Word, Power Point and Excel
• Proficient with salesforce or similar CRM system and ERP systems
• Excellent oral and written communication skills; must have experience giving sales and company overview presentations, informational or status presentations to executive team members
• Ability to work with minimal supervision in a dynamic, high paced environment and interface with inside and outside customers at all levels

Work Environment: While performing the duties of this job, the employee will interact with customers using email, phone, and other means as necessary. The key duties are performed in a professional office while working or attending meetings in the production area, the employee is occasionally exposed to fumes or airborne particles, moving mechanical parts and vibration. The noise level in the work environment varies, depending on location

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, see and hear. Specific vision abilities required by this job include close vision while using a computer. Additionally, this position is typically stationery, spending several hours working at a desk. This position also involves walking, bending, kneeling, stooping, crouching, going through file cabinets or moving archived boxes. The employee may need to lift or move boxes up to 40 lbs. Requires occasional travel between buildings. May require travel to remote locations for training.

Job Type: Full-time

Pay: $110,000.00 - $130,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Supplemental Pay:

• Bonus opportunities

Work Location: In person