US-CA-Redwood City | US-AZ-Phoenix | US-WI-Madison
Summary of Major Responsibilities
The Sales Support Specialist I provides a vital link between the Exact Sciences Precision Oncology field sales team, commercial operations group, and our customers. The Sales Support Specialist I will be the first point of contact for field sales personnel who communicate frequently via multi-channels for pre- and post-order support. This role will work closely with the assigned regional team to complement the activities and sales objectives for the region.
Essential Duties and Responsibilities
Answer incoming sales related emails, calls, and instant messages from the customer Field Service personnel.
Document sales team interactions into SFDC system according to customer service policy and procedures and sales support standard work documentation.
Provide troubleshooting assistance to all field sales teams and the customer account management (CAM) team through timely communication on customer orders, account statuses, and relevant problems.
Assist and provide information on all aspects of product knowledge, sample accessioning processes, and clinical information in accordance with official standard operating procedures (SOPs) for customer service.
Represent sales support team interests by attending regional sales calls and meetings.
Participate in collaborative work groups within the customer service department.
Support the CAM team with implementation and operationalization of new order processes.
Assist with effective communications across intra-department teams, with a primary focus in the daily activities and needs of sales support team.
Review reports on a regular basis to provide field sales personnel important and relevant account updates.
Prioritize data cleanliness by actively maintaining customer information in the system to ensure relevant and accurate records.
Excellent customer service and communication skills.
Conflict resolution oriented and highly effective at overcoming obstacles.
Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to higher authority.
Excellent team player with the ability to incorporate manager and customer insight into best practices.
Professional telephone, email, and instant message etiquette.
Flexibility with respect to working hours as some shifts will require early morning arrivals to late evening departures to service national customer base.
Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
Support and comply with the company's Quality Management System policies and procedures.
Regular and reliable attendance.
Ability to work designated schedule.
Ability to work nights and/or weekends.
Ability to work overtime as needed.
Ability to lift up to 25 pounds for approximately 5% of a typical working day.
Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 95% of a typical working day.
Ability to travel 10% of working time away from work location, may include overnight/weekend travel.
High School Diploma or General Education Degree (GED).
3+ years of customer service or related experience.
In-depth understanding of drivers of customer satisfaction and an overt willingness to be an internal champion at Exact Sciences for both the field sales team and health care providers.
In-depth understanding of clinical data and ability to convey sales and marketing messages.
Significant knowledge of Microsoft Office Suite, particularly Excel and customer service systems.
Thorough knowledge of customer service practices and sales principles.
Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
Authorization to work in the United States without sponsorship.
3+ years of customer service experience in healthcare or clinical reference laboratory.
Previous sales support experience.
Superb follow-through skills and relationship management.
Strong analytical and multitasking skills demonstrated daily within a fast paced, time sensitive environment.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company's affirmative action program are available to any applicant or employee for inspection upon request.