Now Hiring - Tactile Medical - Manufacturing Supervisor Sales Support in Minneapolis, MN

Full description of the position

Overview:The Supervisor Sales Support is responsible leading and supervising the Sales Support team in successfully collaborating with Sales and other internal departments to meet monthly sales goals and drive revenue. This Supervisor oversees the teams’ day to day operations, providing coaching, coordinating training, troubleshooting escalated issues, and reporting key metrics to management. The Supervisor Sales Support works closely with the Manager Sales Support, peer Supervisors, and Team Leads to identify opportunities for process improvement, develop internal training programs, assess staffing needs, and hire team members. The Supervisor may also work directly with Sales Representatives in exceeding monthly quotas through inbound and outbound calling, emailing, and faxing to facilitate order closure.
Responsibilities:

• Supervise and lead the day-to-day operations of the Sales Support Reps (SSRs)
• Coach employees to superior service maintaining service level admin turnaround
• Deliver a superior experience to our customers (sales and clinicians)
• Guide the team in effectively obtaining necessary documentation to drive order closure, while adhering to HIPAA requirements
• Review audit reporting to ensure accuracy, efficiency, and timeliness
• Maintain monthly team scorecards for turnaround time of paperwork. Conduct monthly 1:1’s with employees and actively coach employees on-going
• Write and deliver yearly performance reviews to direct reports
• Co-Lead monthly team meetings
• Problem solves as needed in day to day operations
• Identify training needs for individuals and the Sales Support organization
• Maintain desktop work guide books for the team (OneNote) and maintain team procedures
• Train new procedures ensuring all Sales Support Reps and Team Leads understand procedures
• Coordinate training schedule for new hires and documents training compliance
• Proactively prepare training materials for new hires
• Perform quality control checks including scoring for outbound SSR calls
• Regularly update manager on training needs of employees and team and offer solutions
• Act as a back up to Manager
• Troubleshoot escalated patient issues to aid in moving them to closure
• Collaborate with peers to identify and implement process improvements and efficiencies
• Act as subject matter expert as necessary in cross-functional meetings/projects
• Work closely with Field Reps to ensure exceptional support
• Participate and present at New Hire Sales Training, Advanced Sales Training, and other trainings as needed
• Build and maintain strong relationships within accounts
• Serve as an expeditor/liaison between Tactile Medical, clinicians, healthcare teams and patients to obtain all necessary paperwork to drive order to closure
• Other duties/projects as assigned

Qualifications:Education & Experience

• Bachelor’s degree or equivalent work experience
• 2+ years of experience in medical device /sales support
• 1+ years demonstrated management and leadership experience

• Knowledge & Skills*

• Proficiency with FileMaker preferred, Microsoft Office
• Exceptional customer service and sales support
• Ability to supervise a staff, providing assessment, training, feedback and guidance
• Strong sense of urgency and delivery of results
• Demonstrated organizational, teamwork and interpersonal skills
• Demonstrated ability to proactively identify issues and problem solve as well as identify efficiencies
• Solid ability to proactively identify issues and efficiencies and propose solutions
• Strong presentation and training skills
• Ability to perform all job duties while maintaining compliance with regulatory requirements including HIPAA

Competencies:

• Create an inspiring team environment with an open communication culture
• Lead by example
• Strong decision making skills
• Able to effectively influence
• Strong verbal and written communications skills
• Effective coaching skills
• Prioritizes work and meets deadlines
• Strong aptitude for learning systems and understanding processes quickly
• Persuasive in nature with superb phone etiquette
• Advanced Customer Service skills - Communicating directly with patients and clinicians
• Results driven – anticipates issues and resolves them proactively
• Able to provide on-going effective communication with team members, clinicians, patients, sales reps, peers and management

Job Type: Full-time