Customer Advocate

Role Overview

• Ensures that the customer is satisfied with company products and services.
• Works closely with Sales Account Executives and oversees day-to-day relationship with customer.
• Ensures schedules and budgets are met according to contractual agreements.
• Develops and maintains strong, account-specific operational processes and performance with the customer.
• Performs duties on-site with the customer, reacting in a timely manner to customer information and requests.
• Manages and ensures contract compliance to all agreed terms and conditions.
• Collaborates with off-site personnel to ensure accurate and consistent information is present for the customer.
• Acts as liaison between the Hospital and division department heads to ensure smooth conversions.
• Drive conversions and manages data.
• Provides sales analytics and daily reporting (add to stock part number changes, contract compliance, new quotes, loading/maintaining substitution list, ship to adds, customer set up, etc.).
• Completes Sales analysis for customers and sales teams.
• Supports strategy of the territory sales leader, driving proprietary products with existing and new customer targets.
• Manages pricing, including sharing pricing information and addressing pricing issues with customers.
• Maintains critical products lists, reviews backorder notes with customers/requests action, discusses at risk items, and plans course of action with the customer.
• Manages product substitutions including monitoring inventory, providing suggested substitute options to the customer, and establishing customer approved substitutions.
• Evaluates usage spikes with the customer.
• Reviews remaining allocations with customers and sends requests for additional allocations to PAS.
• Converts additional Not Stocked products to Stock.
• Sets up new accounts/ship-to information.
• Manages reporting needs (providing inventory reports on COI OH balances, providing customer contacts for required reporting & SF cases (OMM), analyzing customer request for custom reports, etc.).
• Performs additional duties as directed.

Requirements

• Bachelor’s Degree
• 2 or more years of related experience (sales, customer service, customer relationship management, supply chain, hospital distribution, etc.)
• Or any equivalent combination of education and experience to meet the above requirements.
• Technological fluency with email, internet, Microsoft Office (PowerPoint, Word, Excel)
• Strong ability to use multiple systems and various report software to combine and synthesize information.
• Strong verbal and written communication skills.
• Strong influencing skills
• Ability to work independently
• Able to facilitate problem solving

Benefits

• Comprehensive Healthcare Plan
• Medical, dental, and vision plans start on day one of employment for full-time teammates.
• Educational Assistance
• We offer educational assistance to all eligible teammates enrolled in an approved, accredited collegiate program.
• Employer-Paid Life Insurance and Disability
• We offer employer-paid life insurance and disability coverage.
• Voluntary Supplemental Programs – We offer additional options to secure your financial future including supplemental life, hospitalization, critical illness, and other insurance programs.
• Support for your Growing Family – Adoption assistance, fertility benefits (in medical plan) and parental leave are available for teammates planning for a family.
• Health Savings Account (HSA) and 401(k)
• We offer these voluntary financial programs to help teammates prepare for their future, as well as other voluntary benefits.
• Paid Leave
• In addition to sick days and short-term leave, we offer holidays, vacation days, personal days, and additional types of leave – including parental leave.
• Well-Being – Also included in our offering is a Teammate Assistance Program (TAP), Calm Health, Cancer Resources Services, and discount programs – all at no cost to you.