Sales Support Representative II

Territory Liaison

This role satisfies our customer's needs through prompt response, friendly service, and support that often exceeds expectations. This position is a key component of Xtant's Franchise Team and acts as the territory liaison between Xtant Distributor Agents, Xtant Sales Management, and Xtant Corporate by managing all sales order activity, inventory replenishments, product inquiries, invoicing and billing duties, and order management to ensure the timely and accurate delivery of materials needed for surgery.

This position reports to the Director of Field Operations and Planning and is responsible for communicating effectively with other individuals within Xtant Medical's Commercial team.

Facilitate and manage all territory product orders, inventory replenishments, and customer inquiries

Respond to high-level sales support requests such as product availability, par levels, order and logistics questions, pricing questions, product approvals, or any other customer concern

Monitor and support orders placed in the field, communicate with Distributor Agents as needed to ensure order accuracy and availability

Manage internal controls such as product access, restrictions, back orders, par levels, etc.

Facilitate scheduling and communication of 3rd party couriers to ensure product is delivered on time

Facilitate and manage all territory Product Returns

Facilitate and manage all territory Field Complaints

Executes cross-functional meetings and communication to ensure Customer Care processes run smooth for Franchise success

Advanced understanding of Xtant's Product Portfolio and product registrations

Advanced knowledge and understanding of Xtant contracts and pricing agreements

Performs duties in compliance with applicable regulations such as FDA, ISO, AATB, etc., or other company Standard Operating Procedures, guidelines, and practices

Submit timely expense reports and abide by the Expense Reimbursement Policy

Facilitate and manage all customer invoices, credit memos, commission adjustments, and price adjustments for territory accounts

Pending sales management Territory only

Purchase Order collection and management for territory

Maintain strict confidentiality of all company and customer information

Participate in training plans and programs and complete in a timely manner within set deadlines

Complete required training prior to attempting to perform a task

Maintain required training documentation

This position does not supervise others

Assist in the completion and retention of documentation pertaining to all SOPs as required

Legibly and accurately complete all documentation associated with assigned duties in accordance with GDP and review the written documentation of others as required

Maintain information in physical and electronic files as required

Train on and demonstrate proficiency in Xtant Medical's document control system

Complete required training, including initial orientation and environmental health and safety training, prior to performing tasks. Keep training up to date

Perform all duties according to established procedures and follow appropriate safety precautions and measures

Conduct himself/herself in a professional and courteous manner in all aspects of interaction with fellow employees, surgeons, staff, and end users

Maintain a clean and safe working environment at all times

Must maintain confidentiality of donor and recipient information according to HIPAA

Bachelor's degree from an accredited college or university is required

Minimum Three (3) Four (4) years' sales and/or customer service experience is required

Minimum Three (3) Four (4) years' Medical Device Industry experience is required

Must have certification or be willing to certify as a Certified Tissue Bank Specialist (CTBS)

Strong communication skills

Positive attitude and willingness to participate in a culture of superior service

Strong Customer Service orientation

Impeccable time Management

Ability to handle difficult situations while remaining professional

Ability to apply common sense understanding to carry out instructions

Demonstrated enthusiasm and willingness to learn

Must be able to reason independently and work with minimal guidance

Must have basic accounting experience

Must have superior computer and communication skills

Prior inventory control experience is preferred

Working conditions are normal for an office environment. Standard office hours are Monday Friday; 8:00 am 5:00 pm

Work will require frequent weekend/evening work and occasional travel

Work will require participation in departmental 24-hour emergency On Call program

Work may require long periods of sitting, standing, and working at a computer

Must adhere to all health and safety requirements specified when entering laboratory and device manufacturing areas and in the handling of company products

May require OSHA (bloodborne pathogen) training, SDS, and other safety training as applicable

Hepatitis B vaccine is highly recommended and provided to employees who may have contact with human tissue at no cost to the employee. Any employee who declines a Hepatitis B vaccine will be required to sign a waiver

This Job Description is not designed to include a detailed listing of the activities, duties or responsibilities that may be required of the employee. This job description does not constitute an employment contract, implied or otherwise, and is subject to change by the employer as the needs of the employer and requirements of the job change.

Xtant Medical provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.