Sales Support Specialist

As the Sales Support Specialist your role ensures that the Company Sample Program is managed in a manner compliant with external PDMA and state regulations and with internal Compliance and Sampling SOPs. In this role, you will provide support for the Sample Program, monitoring email communications to and from field-based personnel and working closely with third party vendors and internal stakeholders to effectively handle day-to-day operations pertaining to sample accountability. Essential Functions Collaborate cross-functionally with Legal, IT, Compliance, Supply Chain, Sales, and Marketing teams to ensure compliant sample distribution processes and accurate KPI performance reporting. Serve as key user of systems to enter, report or track specific activity including; SFA, Order Entry, Virtual Inventory, Hand Carry Samples, Medical Meeting and Events, and/or other systems used in tracking sample fulfillment. Track and manage onboarding, territory changes, and terminations for field sales employees across shared Business Units, ensuring accurate maintenance of Rep Rosters for both internal and external reporting purposes. Functioned as the operations point of contact for managing the SampleAdmin inbox, ensuring prompt and effective resolution of stakeholder inquiries with a focus on accuracy and service excellence. Other duties as assigned. Responsibilities Field Sales Customer Service & Order Management Ensure timely and accurate order entry, fulfillment, invoicing, and returns processing. Maintain high service levels by resolving order blocks, system errors, and allocation issues. Communicate proactively with customers regarding order status, changes, and issue resolution. Collaborate with Sales, Supply Chain, Compliance, IT, and 3rd Party Sample Accountability partner to resolve systemic issues and improve customer experience. Compliance & Documentation Ensure compliance with regulatory requirements (e.g.,PDMA, FDA, GDP, SOX) and internal controls. Ensure SOPs, training materials, and knowledge bases are maintained/updated. Support onboarding and/or training of new hires. Systems & Data Management Oversee & coordinate accurate customer setup and maintenance in ERP systems with 3PL vendor (Oracle). Troubleshoot and resolve system interface issues (EDI, ERP, LSP). Leverage reporting tools (Excel, Power BI) to monitor performance and identify trends. Perform other duties as assigned. Minimum Education, Knowledge, Skills, and Abilities High school diploma or GED is required. 3-5 years industry/relevant professional experience (with Bachelor’s degree) OR 7-9 years industry/relevant professional experience in lieu of degree. Ability to work independently and in a team environment to accomplish tasks in a timely manner. A strong understanding of the PDMA with general knowledge of cGMP and other regulatory requirements. Proven ability to implement process improvements. Proficient with MS Office, including, Word, Excel, PowerPoint, and Outlook. Good overall knowledge of General Accounting practices and principles. Excellent written and verbal communication skills. Strong analytical and organization skills. Ability to function in a team-oriented environment. Proficiency in system support to enable good decisions and responsiveness to customers. #J-18808-Ljbffr