Sales Support Representative

Job Title:

Sales Support Representative

Job Category:

Sales

Department/Group:

Sales

Internal Team:

Sales

Description of Responsibilities

ROLE AND RESPOSIBILITIES

The Sales Support Representative assists the sales team by overseeing processes, systems, and referrals ensuring the sales team operates efficiently and effectively. This role is responsible for managing sales administration, customer support, reporting, issue identification and resolution, and cross-functional collaboration to improve patient and provider satisfaction and drive revenue growth for the Specialty Pharmacy.

Key Responsibilities

Sales Operations

• Complete day-to-day activities of the sales support team.
• Ensure timely and accurate processing of patient referrals and customer requests.
• Develop and improve sales support processes to increase efficiency.
• Maintain standard operating procedures and documentation.

Team Leadership

• Foster a collaborative, customer-focused work environment.

Customer Support

• Serve as an escalation point for customer inquiries and service issues.
• Ensure high-quality customer service throughout the sales cycle.
• Coordinate with Sales Representatives to resolve complex customer needs.
• Monitor customer satisfaction and identify opportunities for improvement.

Sales Administration

• Oversee order management and sales documentation.
• Maintain customer records and sales databases.
• Ensure compliance with company policies and procedures.

Reporting & Analytics

• Prepare sales reports, dashboards, and performance metrics.
• Track key performance indicators (KPIs) and recommend improvements.
• Support sales forecasting and territory planning.

Cross-Functional Collaboration

• Partner with Sales, Marketing, Operations, and Supply Chain teams.
• Coordinate product launches and promotional initiatives.
• Assist with inventory availability and delivery schedules.
• Support implementation of new sales initiatives and technologies.

Process Improvement

• Identify workflow inefficiencies and implement solutions.
• Support CRM optimization and automation projects.
• Recommend best practices to improve operational performance.

Reporting Responsibilities for both unless otherwise specified

• Will report to the Sales Suppot Manager

Qualifications, Education and Training for both unless otherwise specified

Education

• Associate’s degree required or similar experience.
• Bachelor's degree in Healthcare Administration, Marketing, Management, or a related field preferred

Experience

• 5+ years of experience in sales support, sales operations, customer service, or business operations.
• Experience supporting business-to-business (B2B) sales teams preferred.
• Experience with CRM systems such as Salesforce, Microsoft Dynamics, or HubSpot is highly desirable.

Required Skills

• Sales operations
• Customer Relationship Management (CRM)
• Microsoft Excel and Office Suite proficiency
• Strong communication and interpersonal skills
• Problem-solving and decision-making
• Time management and organizational skills
• Contract and order management
• Customer service excellence

Key Performance Indicators (KPIs)

• Order accuracy and processing time
• Quote turnaround time
• Customer satisfaction scores
• Sales support response times
• CRM data accuracy
• Team productivity
• Sales team satisfaction
• Process improvement implementation
• Revenue support effectiveness

Physical and Environmental Requirements with or without accommodation for both unless otherwise specified

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions in this job description:

• The employee is regularly required to stand, walk, and sit, as well as talk and hear.
• The employee is required to use hands to operate vehicles and office equipment.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.