Job Summary
The Terumo Aortic Territory Support Specialist (TSS) is responsible for supporting Terumo Aortic (TA) business goals determined annually by the Area Directors (AD) in support of the overall Territory. Help support Aortic Consultants (ACs) achieve their respective territory and regional sales goals determined annually by the TA executive leadership team by cultivating relationships within the assigned territory to ensure customer satisfaction and identify potential opportunities. Ensure thorough and timely follow-up to customer’s questions and concerns by effectively communicating and partnering with cross functional teams such as AC’s, Customer Care, Marketing and Field Inventory Management. Support ACs with more complex order and inventory management processes and identifies and implements process improvements.
Job Details/Responsibilities
- Support the goals assigned to the TSS by the AD, as determined in collaboration with TA sales leadership.
- Provide phone support to TA sales team and management as needed, including but not limited to rotating shift of coverage for 24 hours/7 days support of issues escalated.
- In emergent situations, TSS will support the field with coordinating the sourcing of inventory from alternative locations other than the distribution center (Field Associates, Manufacturing site, etc.)
- Help ACs in the field to place an order when emergent or in a time sensitive situation.
- Order Tracking
- TM Training on Tracking Orders when PO has shipped
- TSS to Track when the PO has not shipped yet
- Assist field sales team with sample orders when having technical issues or need marketing approval
- In emergent situations, TSS will support the field with administrative support on minor items, e.g. look up specific codes or account numbers, but this is on an exception basis and should be handled by the AC in most instances.
- Assist the field sales team in applying Bill-only POs with field inventory and managing “duplicate protection” periodically each business day. Work with Customer Care to get these processed to close field inventory scans.
- Manage Price Input Forms (PIF) process, including helping manage qualified Volume Purchase Agreements that have been vetted out by AC in advance that were approved by Area Leader.
- Interact with Marketing to address AC/customer questions and inquiries.
- Provide “white glove” account service/support for a limited number of accounts of high strategic value, while developing relationships in these accounts to help drive business through increased awareness of upcoming cases.
- Support lead monitoring and contact ACs to help ensure prompt lead closure and campaign ROI calculation.
- Provide support on requests to physicians or other HCPs to “opt in” to Terumo online outreach via CRM-based lead management tools.
- Train and mentor newly hired TSSs.
- Handle all requests from Customer Administration forwarded to the TSS, assuring a timely resolution.
- Participate in Area and National sales meetings to assure strong alignment and collaboration with Sales and Marketing. Complete all administrative duties required for the position.
- Responsible for special projects and for ongoing process improvement efforts as needed via MBO’s and other commercially focused projects.
- Demonstrate a commitment to patient safety and product quality by maintaining compliance with all TMC Quality requirements. This includes but is not limited to the prompt recognition and forwarding of customer complaints (i.e., adverse events, product performance reports, etc.) to Quality Assurance (QA), and by ensuring all promotional messaging (i.e., branding strategies, product claims, etc.) and materials (i.e., literature) discussed or presented to customers are clinically accurate and adhere to AdvaMed guidelines and Terumo’s policy on Interactions with Healthcare Professionals. Fully adhere to all applicable FDA regulations, international guidelines and Terumo’s policies always.
- Understand and adhere to regulations regarding proper usage of promotional materials.
- Collaborate with the Field Inventory Management Team for efficient order processing.
- TSS will be measured via MBOs based on metrics focusing on field sales support, performance of “white glove” focus accounts, and may include cross-functional project support with other departments, including but not limited to Sales, Commercial Excellence, and Marketing.
- Perform other job-related duties as assigned.
Knowledge, Skills and Abilities (KSA)
- Must possess excellent communication skills and impressive telephone demeanor.
- Must demonstrate a solid grasp 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 all internal and field associates.
- Must speak clearly, have a strong telephone presence, and assert oneself with a sense of confidence, conviction, and enthusiasm.
- Must be able to handle rejection and learn to adopt alternative approaches.
- Must possess a sense of urgency, ability to meet deadlines and function independently with minimal supervision.
- Must be highly organized with ability to handle multiple tasks while maintaining composure and professionalism.
- Proficient in Microsoft Office software especially Word, Excel, PowerPoint, and Outlook and possess an ability to learn new software.
Qualifications/ Background Experiences
- Bachelor’s Degree or comparable related experience required.
- 3 years of experience in a service environment demonstrating customer interaction is required (operations, sales, telesales, or telemarketing preferred)
- Experience with sales tactics or process preferred.
- Experience with healthcare and/or healthcare administration preferred.
- Experience with SAP preferred.
