Sales Support Representative

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

The main responsibility of the Sales Support Representative role is to assist the Thermo Fisher Scientific Healthcare Market Division (HMD) customers and sales team, resolving issues that impact productivity and revenue generation.

The Sales Support Representative (SSR) is required to use good judgment to prioritize tasks and solve problems. They work with different teams – internal, customer and supplier teams - to resolve issues and improve processes. In the case of customers and suppliers, SSRs have direct contact and are frequently the face of Thermo Fisher Scientific and HMD to these external parties.

The SSR performs work that requires knowledge of HMD’s data management system, sales processes, and other internal processes involving Customer Service, Finance, Pricing, and other areas. The SSR partners with the Sales team (Account Managers, District Sales Managers, and Regional Vice Presidents), Marketing team, Contract Administration, and Shared Services departments to enable the sales team to maintain customer loyalty, improve customer satisfaction, improve sales productivity, support key business initiatives, and enable the achievement of sales targets.

The preferred location for this role is remote from Houston, or hybrid in Pittsburgh  

Key Responsibilities:

• Resolve issues that impact the customer and sales productivity including pricing, shipping, billing, invoicing, backorders, returns, transportation, EDI, order charge, and other defined issues.
• Increase sales efficiency by working with different departments in the execution and follow through of sales processes, such as pricing, rebates, standing orders, and quotes.
• Produce and distribute internal and external reports to resolve products that are on backorder; research high-priority issues by contacting warehouses and vendors to ship and bill orders.
• Process customer-facing Business Reviews and dashboards for customer presentations.
• Process history of sales, invoice history, contract models, and other designated reports as requested by the Account Manager.
• Accurately record and document support activities and assist in identifying reoccurring issues that require root cause analysis.
• Participate in process improvement projects that improve productivity, efficiency, and enhance the customer experience.
• Participate in training and development programs as a means of continuous improvement.
• Perform other duties as assigned.

Minimum Requirements/Qualifications:

• Excellent organizational and teamwork skills.
• Previous experience with mainframe and/or database systems.
• Ability to operate within a matrix environment requiring the post holder to work effectively with multiple team members, to manage both existing requirements and concurrent project activity.
• Strong project and time management competency to maintain multiple priorities and meet established deadlines.
• Ability to manage self, including time and surrounding circumstances to deliver both short-term and long-term goals.
• Strong work ethic: the ideal candidate will have a commitment to continuous learning and development and seek opportunities to stretch capabilities.
• Maintain compliance with the Dignity at Work Policy, Code of Business Conduct and Ethics, and our values of Integrity, Intensity, Innovation, and Involvement while effectively fulfilling your role.
• Bachelor’s degree in science or business preferred or equivalent years of experience required.
• 2+ years of Customer or Sales support experience.
• Occasional travel as the need arises for training and sales meetings.
• Working knowledge of Cognos or similar business intelligence tools is preferred

Non-Negotiable Hiring Criteria:

• Ability to communicate with business partners in a professional manner in verbal and written mode.
• Must possess computer proficiency in Word, PowerPoint, and Excel.
• Ability to initiate, prioritize, and self-direct workload.
• Strong orientation to accuracy and detail.