Sales Support Specialist

Summary

Join Calyxo, a medical device company, as a Customer Service Representative! In this role, you will be responsible for managing VAC submissions, collaborating with various departments, generating reports and quotations, and ensuring customer satisfaction. You will also support equipment upgrades, lead generation, and process improvement initiatives. This remote position offers a competitive salary, stock options, and a comprehensive benefits package. The ideal candidate possesses 5+ years of customer service experience, proficiency in various software applications, and medical device experience. The position requires compliance with vaccination regulations and up to 20% travel.

Requirements

• High school diploma
• Minimum 5 years experience in a customer service role or equivalent combination of education and experience
• Work location: Remote – East or Central Coast
• Travel: up to 20%
• Full time employment
• Excellent interpersonal and phone etiquette skills
• Creative thinker and possess ability to resolve critical problems
• High degree of attention to detail and ability to multi-task in a fast-paced environment
• Problem Resolution, follow-up, planning and organizational skills, including ability to meet deadlines
• Must be able to work independently and on a team utilizing effective time management
• Must be proficient with typing and the use of MS Word, Power Point, Excel, Outlook, Teams
• Must have ability to learn quickly and adapt to new technologies and applications
• SalesForce system experience required
• Symplr, Lumere or other Vendor Credentialing system experience required
• Must be able to work at a computer workstation for extended periods of time
• Medical Device experience required
• Compliance with relevant county, state, and Federal rules regarding vaccinations

Responsibilities

• Be responsible for all VAC (Value Analysis Committee) submission documentation for new customers and following up until approved
• Collaborate with Customer, Sales, Legal and Finance to support the internal New Account setup process upon or during VAC approval
• Generate, analyze and distribute customer onboarding reports
• Generate quotations for sales, maintain ERP system and generate quote to sales metrics for organization. Partner with Sales to analyze choices and financial capacities of each customer and suggest suitable solutions within company guidelines
• Monitor inbox and delegate sales leads to appropriate sales and staff members
• Facilitate the equipment upgrade process with customers and sales
• Support Equipment Evaluation program and coordinate the purchase conversion with Sales and Customers
• Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged and enthusiastic manner
• Review and respond to all emails with professionalism, accurate information and timely follow up
• Document customer interactions by recording details of any inquiries, requests or feedback per Standard Operating Procedures
• Maintain knowledge of and adhere to all processes, policies and procedures
• Escalate issues as necessary for guidance from others
• Work with Customer Service Management in identifying and documenting areas of process changes and/or improvements
• Collaborate with internal departments on and maintain all source documents used to facilitate a VAC submission. This will include leading the ECO process with Quality
• May support order entry process in times of need
• Other duties as assigned

Benefits

• Competitive base salary range of $79,000 - $90,000
• Stock options – ownership and a stake in growing a mission-driven company
• Employee benefits package that includes 401(k), healthcare insurance and Paid Time Off (PTO)