Job SummaryTerumo Pharmaceutical Solutions (TPS), a strategic business unit of Terumo Medical Corporation. TPS directly markets a full line of drug delivery and injectable technology devices to the Pharmaceutical market.The Inside Sales Support Representative (ISSR) is responsible for supporting the SAMs in achieving regional annual sales and business goals. Additionally, the ISSR is to act as the TPS representative for all existing customers, coordinate resources to deliver customer excellence and build existing business, support the SAMs in all new business activities, including documentation, market mapping and identification of prospects. Ensure thorough and timely follow-up to customer's questions and concerns. Manage all administrative work required for assigned region in partnership with SAMs.
Job Details/Responsibilities Sales and Administration - Create and foster an excellent relationship with the Strategic Account Managers and external customers in order to optimize service to our valuable accounts, meet budget expectations, sustain/grow existing business, and support development of new opportunities.
- Make outbound follow-up calls to existing customers via telephone and e-mail regarding purchase orders, forecasts, order status and related activities.
- Work with TE and TPC associates to inquire on order/product/project status, including Supply Agreements, Quality Agreements and Development Agreements.
- Identify both risks and opportunities with existing customers and work with SAMs to optimize TPS revenue and profit
- Follow up on pending issues and take own initiative in a mature, independent and responsible way.
- Serve as the point of contact for internal 'house' accounts.
- Provide quotations and pro forma invoices upon request.
- Arrange and follow up on regular customer conference calls.
- Submit contracts, agreements for review to Legal and Sales Operations; assist with follow through to fully-executed agreements.
- Working closely with the SAM, support business review meetings with existing customers
- Provide back-office support for SAMs to develop and convert new opportunities and pipeline value
- Issue New Product Requests according to special demands from SAM accounts
- Map, analyze markets and research therapy areas, for existing customers.
- Maintain customer records in CRM:
- Attach documents as appropriate.
- Develop reports and analytics as required by TPS Associates.
- Sample-handling from A to Z.
Job Responsibilities (continued) Product knowledge - Identify valuable information and sales opportunities for the Strategic Account Managers, based on incoming correspondence or market research.
- Answer product related issues and bring customer queries to second service level as and when issue is out of own scope.
General Reporting - Support in statistical information
- Take initiative to make sure filing is done in a correct and consistent way on all levels (C4C - Sharedrive - binders)
- Report on our customer R&D pipeline, structure, strategy and other useful intelligence
- Develop target prospect lists
- Follow up on market trends and communicate valuable information to Strategic Account Managers, Marketing and Sales Director.
Assume all other responsibilities and authorities as assigned and required to support the growth of the TPS business.Knowledge, Skills and Abilities (KSA) - Ability to act in a highly responsive, pro-active and accurate way in order to support existing customers.
- Ability to work in a growing business environment which requires self-development, a flexible attitude and a forward thinking mentality
- Excellent communication skills both verbal and written.
- Ability to speak clearly, have a strong telephone presence and assert oneself with a sense of confidence, conviction and enthusiasm.
- Knowledge and application of the sales process, including handling all types of objections and probing to uncover unmet and existing needs.
- Ability to build strong relationships with customers as well as all internal and field
- Passion for hard work, comfortable with setting and achieving aggressive goals, a willingness to be tenacious but respectful with customers, and be able to handle rejection and learn to adopt alternative approaches.
- Sense of urgency, ability to meet deadlines and function independently with minimal supervision.
- Highly organized with ability to handle multiple tasks while maintaining composure and professionalism.
- Proficiency in Microsoft Office software especially Word, Excel and Outlook required, and an ability to learn new software.
Qualifications/ Background Experiences - BA/BS degree required and minimum 3 years in a customer facing environment is preferred (sales, telesales, telemarketing or customer service) with experience working within Life Science (Medical Device, Pharmaceutical industry or equivalent combination of education, training and comparable experience.
- Experience with B2B sales tactics or process preferred.
- SAP, ERP and CRM experience strongly preferred.