Sales Operations Associate

This position provides a high level of support to the field sales organization, hospital staff, and hospital purchasing departments and requires a strong understanding of BIOTRONIK products, policies, and procedures. The role supports company goals and objectives related to revenue recognition, customer service, operational efficiency, and regulatory compliance. Success in this position requires the ability to provide exemplary customer service to internal and external customers, work effectively in a fast-paced environment, manage competing priorities, and maintain strong attention to detail.

Essential Functions

• Build and maintain business relationships with customers, field sales organization, internal departments, and team members.
• Monitor sales order processing and automated workflows in SAP ERP system and Salesforce CRM, and communicate with team members and field sales representatives/management, as applicable, to resolve issues.
• Review sales orders for completeness, accuracy, pricing, and required documentation; identify and resolve discrepancies prior to processing.
• Sort and determine appropriate routing of inbound emails and faxes to Sales Operations team, field sales representatives.
• Process and enter direct ship and bill/replace sales orders daily as received through various media to ensure customer needs and business requirements are met.
• Serve as the first point of customer contact for inquiries related to billing and invoicing, PO confirmations, shipment status, returns for credit, back-order status, and credit card orders across all lines of business.
• Collaborate with Supply Chain, Contract Administration, Accounting, Shipping & Receiving, and other departments as needed to ensure prompt order processing, invoice delivery, payment, and dispute resolution.
• Support Contracting & Rebates, Sales Analytics, and Finance teams during month-end closing procedures.
• Collaborate with Customer Solutions department to ensure accurate and timely CardioMessenger shipment processing and confirmation of patient information.
• Understand and comply with Regulatory and Quality Guidelines and departmental standard operating procedures.
• Participate as a project team member, as needed, to help administer, support, and coordinate critical business needs, improve departmental efficiencies, and enhance interdepartmental processes. Opportunities to expand into interdepartmental projects may be available based on demonstrated performance.

Competencies

• Proficiency in Microsoft Office, including Excel, Visio, PowerPoint, MS OneNote and Word.
• Strong interpersonal skills with the ability to communicate effectively, both verbally and in writing, with diverse groups at all levels of the organization.
• Ability to work effectively both independently and in a team environment and build strong working relationships.
• Demonstrates professionalism and a positive, customer-focused approach.
• Strong attention to detail with a focus on accuracy, accountability, and problem-solving.
• Strong organizational, prioritization, and time management skills, with the ability to take initiative.
• Helpful and conscientious with a willingness to identify and solve problems.
• Ability to maintain a flexible schedule, as needed.

Preferred Education and Experience

• Bachelor’s degree in a related field.
• 1+ years’ experience in sales operations or customer service involving online computer order processing.
• Experience in resolving customer issues related to orders, invoicing, pricing, payments, and contracts preferred.
• SAP and Salesforce experience is preferred.

Supervisory Responsibilities

This role has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as PC computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand; walk; and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job involve normal vision.

Position Type/Expected Hours of Work

This is a full-time hybrid position. Standard days of work are Monday through Friday with at least three in-office days per week, or as directed by management. Hours of work may vary depending on time zone supported. Occasional evening and weekend work may be required as job duties demand.

Travel

No travel is expected for this role.