Sales Support Rep

The Sales Support Representative is responsible for assisting with tasks related to the Oticon internal and external sales team and providing quality service to all customers. This individual will handle administrative tasks for the Sales organization. Duties include order entry, customer follow-up by phone and via email, and working closely with both the regional sales teams and the sales operations teams. This role plays a crucial part in the overall customer experience.

On site Tues/Thurs. Shift 11:30am-8:00pm.

• Outbound calls to customers as follow-up to orders.
• Order entry, clerical projects, miscellaneous and literature orders via phone, email, or e-commerce sites.
• Master competence of the ERP, Sales Order, Ecommerce, and Salesforce systems as it relates to order entry and customer support.
• Data maintenance and cleanup.
• Responsible for reporting IT issues related to errors in system functionality.
• Entry of orders obtained at national events and conferences.
• Order entry of promotional activities and proper tagging in CRM.
• Provides professional and courteous customer support.
• Testing new or changes to Navision functionality.
• Maintains customer satisfaction and addresses customer requests for materials/supplies.
• Participates in sales-related functions: such as special projects, meetings, and training.
• Handling and maintaining requests sent to email boxes within 24-48 hours from the date of request.
• Handles inbound calls, recording clear and concise notes in the database. Calls will be logged in Salesforce.
• Works with autonomy on scheduled responsibilities, completing tasks within the determined turnaround time.
• Owns issues through to resolution on behalf of customers through comprehensive and timely follow-up with necessary parties.
• Works with customers and sales team on order inquiries and initiates credit/rebill and/or trial extension period requests.
• Receives and processes hearing aid orders from providers and plan partners and provide order status as requested.
• Understand multiple products and services to facilitate care for our customers and shift responsibilities to ensure appropriate coverage as needed.
• Maintains performance goals established for KPI achievement.
• Maintains patient privacy and confidentiality under requirements of federal and state laws, including HIPAA, and in accordance with company policies.

• High School Diploma or GED required; Associates or Bachelor's degree preferred.
• Minimum 2-4 years of experience in customer service or account management.
• Strong customer-focused attitude and manage all customer relationships with a high degree of commitment.
• Strong telephone presentation and written communication skills.
• Commitment to high ethical and professional standards of conduct.
• Ability to self-motivate.
• Detail-oriented with superb organizational skills.
• Knowledge of Microsoft Office products.
• Customer service experience is a plus.
• The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

What we have to offer:
Medical, dental, prescription, and vision benefits
24/7 virtual medical care
Employee Assistance Program for you and your family
401(k) with company match
Company-paid life insurance
Supplemental insurance for yourself, your spouse/partner, and your children
Short-term and long-term disability insurance
Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care
Pet Insurance
Commuter accounts

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