Inside Account Manager

1. DESCRIPTION OF FUNCTION

Function: Inside Account Manager - Northeast Region 

Job Owner:    

 

1. ORGANIZATIONAL SETUP

Direct Supervisor:       Kurt Muro, Customer Care/Inside Accounts Manager

 

1. TASKS

General:

• To answer customer calls for the purpose of: placing orders, initiate returns and answer complaints per Geistlich Pharma NA procedures 
• To promote, sell and provide information about Geistlich’s products to prospective customers via the telephone
• Facilitate and lead department training of outbound sales initiatives
• On-board and train of new team members
• Assist in documentation of work instructions
• Document customer account records in Geistlich’s ERP system and in Geistlich’s FoCus CRM system
• Build strong customer relationships and deliver customer-centric solutions
• Promote customer service excellence
• Remain up to date on all products and marketing information
• Align with Marketing (promotions, tradeshows, events) when needed
• Promote Educational Courses

Job Specific:
Sales Support and Outbound Calling (90%)                                                       

• • Support and Assist the Territory Manager’s by assuming joint selling responsibility, setting appointments and addressing customer needs
  • Contact customers via phone to inform them of current promotions
  • Update and review of Geistlich ERP Systems (Netsuite and FoCus/CRM System)
  • Remain up-to-date on all products and marketing information
  • Conduct effective outbound sales calls to market our products and send written documentation to our customers
  • Process all customer requests accurately and in a timely manner.
    • Research product, customer and / or vendor information prior to committing to customer requests / inquiries
  • Use historical data to understand existing customers.
    • Analyze customer leads, prospects, and BL Matrices, etc while utlizing the CRM system
  • Work with Marketing (promotions, tradeshows, events) when needed
  • Onboarding of new customers following initial order
  • Following up on leads from tradeshows in conjuction with TM

Quality

• • Follows departmental policies and procedures
  • Interact/Communicate with direct supervisor regularly to update and provide insights of the department
  • Handle Customer Complaints following the procedures outlined in SOP Complaint Handling and US Medical Device Reporting, GPNA_038

Customer Support (10%)       

• • Answer inbound customer calls promptly and professionally as per department procedure
  • Enter customer orders from various sources (EDI, phone, email, fax, etc.) with accuracy and attention to detail including the validation of price and customer contact information
  • Verify purchase orders for accuracy and communicate with customers when corrections are needed
• Verify all web orders for accuracy, account duplication and up-selling opportunities
• Initiate returns processing and customer complaints
• Follow up on next day priority orders in a timely and accurate manner according to departmental procedures
• Ensure Data Integrity in all ERP and CRM Systems for Multi-Channel Marketing.
  • Assist customers in tracking down orders by being a direct liaison between our carrier venders to ensure orders are delivered in a timely manner
  • Process all customer requests accurately and in a timely manner

• • Research product, customer and / or vendor information prior to committing to customer requests / inquiries
  • Manage the consignment process (start to finish) for existing and new contracts for all Geistlich Business units including contract review and approvals, organizing of all said contracts as well as fulfill product replenishment orders
  • Protect Geistlich from potential fraudulent behavior from outside sources

 

1. COMPETENCIES
   • Achieve - drive results through innovation and calculated risk
   • Change - embrace change and shape the future
   • Develop - be accountable and empower others
   • Connect - collaborate with trust, communicate openly and share feedback

 

1. REQUIREMENTS FOR THE JOB

Products and Procedures Knowledge                                   

• • Remain aware and knowledgeable of promotional programs, competitive products, and merchandising-marketing practices
  • Ability to “up-sell” customer on Geistlich programs of value and promotions
  • Keep up to date on all product and procedural information                         
  • Maintain reference materials with current product and systems information    
  • Adhere to department policies and procedures

 

• • At least 3 to 5 years Customer Service or Customer facing experience preferred
  • Healthcare and/or call center experience preferred
  • Bachelor's Degree in a business-related discipline preferred
  • Excellent oral and written communication and customer relations skills
  • Advanced levels of multi-tasking skills are required
  • ERP System experience – Netsuite a plus
  • Ability to work independently within a team environment with minimal supervision
  • Ability to review internal documentation or order requests to ensure desired results and accuracy
  • Possess the ability to understand and perform tasks related to account ledgers
  • Outlook, Word, Excel, and PowerPoint skills are required
  • Fluency in English