Customer Success Specialist II

POSITION SUMMARY:

The Customer Success Specialist II plays a critical role in enhancing the effectiveness of the sales team by providing comprehensive support to sales representatives, managing territory-related activities, and serving as a key liaison between hospitals, field-based reps, and internal staff. This position demands a proactive approach to problem-solving and the ability to manage multiple priorities in a fast-paced environment.

ESSENTIAL FUNCTIONS OF THE POSITION:

Customer and Field Support

Manage and prioritize incoming phone calls from field personnel and customers, ensuring timely and effective communication.

Assist in the resolution of all customer inquiries, fostering strong customer relationships through proactive engagement and follow-up.

Identify customer needs and coordinate appropriate support activities to enhance service delivery.

Provide technical support and training to team members and customers, enhancing product knowledge and usage.

May assist with international support as needed, adapting to diverse customer requirements and cultural nuances.

Order and Inventory Management

Facilitate order processing, coordinating with relevant teams to ensure timely fulfillment and customer satisfaction.

Track and communicate overnight orders to ensure accurate delivery timelines.

Oversee inventory management for field-based personnel, ensuring optimal stock levels and timely replenishment.

Support EDI (Electronic Data Interchange) implementation to streamline order and inventory processes.

Administrative and Technical Support

Execute administrative tasks, accurately inputting customer information into databases for comprehensive documentation and record-keeping.

Assist with completing new vendor forms to ensure compliance and operational readiness.

Collaborate and handle additional responsibilities as assigned to support departmental needs.

Reporting and Analysis

Generate and analyze required monthly reports, providing insights to support sales performance and decision-making.

Collaborate with cross-functional teams to identify and implement process improvements that enhance sales support functions.

Provide quarterly reports to area teams and attend team calls as needed.

ADDITIONAL ESSENTIAL FUNCTIONS OF THE POSITION:

Regular and predictable work performance

Ability to work under fast-paced conditions while maintaining accuracy and attention to detail

Exercise sound judgement and decision-making skills in various situations

Prioritize various duties, multitask effectively, and adapt to shifting priorities

Foster collaborative relationships with colleagues and stakeholders to achieve common

Additional duties as assigned

BASIC QUALIFICATIONS:

High school diploma.

3-6 years of prior customer service or related experience.

High level of accuracy with data entry and attention to detail.

Strong organizational skills with the ability to multitask and prioritize effectively in a fast-paced environment

Proficient in PC-based systems and familiar with Microsoft Office applications.

Knowledge of commonly used concepts, practices, and procedures within the sales arena.

Professional demeanor in interactions with customers and colleagues.

Adept at problem-solving and capable of handling complex inquiries.

Eagerness to learn new skills and acquire knowledge relevant to the role.

PREFERRED QUALIFICATIONS:

Bachelor’s degree or demonstrated equivalent combination of education, training, and experience.

Experience supporting field sales teams within the medical device industry

Bilingual in English and Spanish preferred

OTHER REQUIREMENTS:

Ability to regularly walk, sit, or stand as needed

Ability to occasionally bend and push/pull as needed

Ability to pass pre-employment background check

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