Senior Customer Advocate handling customer inquiries and ensuring service excellence. Collaborating with teams and providing information about products and services.
About the role
- Customer Advocate responsible for customer satisfaction and managing hospital relationships. Working closely with sales executives to ensure contractual agreements and operational processes are met.
Responsibilities
- Ensures that the customer is satisfied with company products and services.
- Works closely with Sales Account Executives and oversees day-to-day relationship with customer.
- Ensures schedules and budgets are met according to contractual agreements.
- Develops and maintains strong, account-specific operational processes and performance with the customer.
- Performs duties on-site with the customer, reacting in a timely manner to customer information and requests.
- Manages and ensures contract compliance to all agreed terms and conditions.
- Collaborates with off-site personnel to ensure accurate and consistent information is present for the customer.
- Acts as liaison between the Hospital and division department heads to ensure smooth conversions.
- Drive conversions and manages data.
- Provides sales analytics and daily reporting (add to stock part number changes, contract compliance, new quotes, loading/maintaining substitution list, ship to adds, customer set up, etc.).
- Completes Sales analysis for customers and sales teams.
- Supports strategy of the territory sales leader, driving proprietary products with existing and new customer targets.
- Manages pricing, including sharing pricing information and addressing pricing issues with customers.
- Maintains critical products lists, reviews backorder notes with customers/requests action, discusses at risk items, and plans course of action with the customer.
- Manages product substitutions including monitoring inventory, providing suggested substitute options to the customer, and establishing customer approved substitutions.
- Evaluates usage spikes with the customer.
- Reviews remaining allocations with customers and sends requests for additional allocations to PAS.
- Converts additional Not Stocked products to Stock.
- Sets up new accounts/ship-to information.
- Manages reporting needs (providing inventory reports on COI OH balances, providing customer contacts for required reporting & SF cases (OMM), analyzing customer request for custom reports, etc.).
- Performs additional duties as directed.
Requirements
- Bachelor’s Degree
- 2 or more years of related experience (sales, customer service, customer relationship management, supply chain, hospital distribution, etc.)
- Or any equivalent combination of education and experience to meet the above requirements.
- Technological fluency with email, internet, Microsoft Office (PowerPoint, Word, Excel)
- Strong ability to use multiple systems and various report software to combine and synthesize information.
- Strong verbal and written communication skills.
- Strong influencing skills
- Ability to work independently
- Able to facilitate problem solving
Benefits
- Comprehensive Healthcare Plan - Medical, dental, and vision plans start on day one of employment for full-time teammates.
- Educational Assistance - We offer educational assistance to all eligible teammates enrolled in an approved, accredited collegiate program.
- Employer-Paid Life Insurance and Disability - We offer employer-paid life insurance and disability coverage.
- Voluntary Supplemental Programs – We offer additional options to secure your financial future including supplemental life, hospitalization, critical illness, and other insurance programs.
- Support for your Growing Family – Adoption assistance, fertility benefits (in medical plan) and parental leave are available for teammates planning for a family.
- Health Savings Account (HSA) and 401(k) - We offer these voluntary financial programs to help teammates prepare for their future, as well as other voluntary benefits.
- Paid Leave - In addition to sick days and short-term leave, we offer holidays, vacation days, personal days, and additional types of leave – including parental leave.
- Well-Being – Also included in our offering is a Teammate Assistance Program (TAP), Calm Health, Cancer Resources Services, and discount programs – all at no cost to you.
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