Sales Support Supervisor

Mahwah NJ

Job Summary:

Supervise, assist, and motivate the sales support staff to achieve the highest level of support for our Mindray sales team and our Mindray customers. The primary function of this position is to assist the Manager in direct staff supervision by being the initial point person for all issues before escalating to the Manager. 

Position Specifications:

Essential Functions

1. Direct Supervision 

• Direct supervision of team members to ensure all daily tasks and workflow are completed by staff per current processes and approval guidelines. Departmental tasks include processing of quotes, order placement, order inquiries, return authorization investigation, and follow-up, unauthorized return investigation and resolution, investigation & resolution of price discrepancies, and rebills. 
• Liaison is as necessary for the Manager. 
• Work with staff to ensure open return authorizations are reviewed monthly for follow-up and canceled when applicable. 
• Miscellaneous troubleshooting & problem-solving for Sales Operation Staff & Sales Reps.
• Handle any overflow of sales operation calls, logging & processing orders/quotes when necessary.
• Continually work with management to streamline processes, improve efficiencies, and increase the level of service provided.
• Troubleshoot issues with quoting with the sales support team, sales reps, and with Sr. Manager of Business applications 
• Work on special assignments as requested.
• Work with the audit team to ensure the processes and procedures are being followed properly with staff 
• Interface with various departments within the company as it relates to part numbers, pricing, credit worthiness & financing-related questions.

2. Staffing 

• Work with the manager to ensure the department is properly staffed to handle the workload and motivated by strategically assessing the team for opportunities.
• Develop, justify, and implement innovative ways to keep the team motivated. 
• Assist the Manager in developing and evaluating personnel to ensure the efficient operation of the team 

3. Training

• Work with staff members to make sure they are cross-trained as required.
• Promote teamwork amongst the team with a focus on organizational goals.
• Coordinate process/procedure training when necessary.
• Schedule product training as new products/enhancements are introduced.
• Assist in writing/revising training procedures as needed.

Assist with preparing & scheduling monthly staff meetings.

Knowledge/Educational Requirement

• High School graduate or equivalent
• Minimum of five years experience in a customer service environment with at least 1 year of experience as a team leader or supervisor in a call center
• Proficient with PC applications, Outlook, and some excel. SalesForce and SAP are a must

Skills and Abilities

• Excellent oral and written communication skills
• Detailed and results-oriented 
• Ability to work under pressure and meet deadlines
• Ability to motivate staff to achieve a high-performance level
• Ability to interface with all levels of employees including Executive Staff
• Organized and flexible
• Able to investigate and resolve complex customer issues

 Work Environment

• General Office demands
• Mandatory overtime during quarter ends and as necessary. 
• Hybrid-eligible position

Mindray North America offers an attractive compensation and benefits package plus an exciting professional environment. Only those who meet our requirements will be contacted. Mindray North America is an equal opportunity employer M/F/D/V