Customer Support Specialist II, Global Distribution

About Meridian

Meridian Bioscience is a fully integrated life science company that develops, manufactures, markets and distributes a broad range of innovative diagnostic products. We are dedicated to developing and delivering better solutions that give answers with speed, accuracy and simplicity that are redefining the possibilities of life from discovery to diagnosis. We are looking for talented and passionate individuals that help drive our vision. Our innovative culture will allow interested candidates to discover and create, through collaboration, cutting edge solutions to tough problems.

Job Summary

The Senior Sales Support Specialist, Global Distribution / APAC handles all tasks related to supporting and nurturing our Life Science Global Distributors to meet or exceed monthly and annual sales goals. Critical tasks include (but are not limited to) : order management, customer support, business development support. This role will support all aspects of sales ordering processes, for our direct customer orders. Of great importance is managing the entire order fulfillment process across Life Science to ensure flawless execution on any orders / projects and effective complaint resolution.

Key Duties

Global Distribution Account Management

Daily office sales support all Global distribution accounts - partner with Business Development Managers to support, potentially take ownership of all distribution

Establish or reestablish customer relationships by contacting new or inactive accounts / prospects. Specific functions may include : introducing products, sales programs, and promotions to assist Business Development.

Accepts responsibility for Global Distribution Order Processing / Customer Service and communicates and maintains adherence to Meridian's corporate policies and procedures

Effective Account Management and Analysis

Global Account coordination and order management as needed in support of Business Development Managers.

Pricing Coordination for all accounts

Manage Price Books

Make Pricing Decisions

Generate / Maintain Quotations in SFDC

Global Contract Negotiation and Contract Maintenance

Supply Agreement Maintenance

Strategic focus on APAC distributors

Actively monitor performance to ensure revenue targets are achieved

Analyze customer forecasts and sales data to inform stakeholders of demand trends.

Meet or exceed given sales goals required and reporting selling activity metrics

Keep relevant metrics updated related to proposals, contracts, conversion rate and revenues and additional metrics requested

Collaborate with Key Stakeholders to expand the book of business

Manage existing customers for continued growth and performance

Direct Customer Support

Import / Export Documentation

Complete Order Fulfillment

Provide Support for Life Science Technical Inquires via the SFDC Internal Inquiry process

Effective complaint entry and resolution

Answer phone calls and providing internal customer service daily and escalate when appropriate

Aid, direct, and resolve internal customer complaints, including logging in the MasterCONTROL database

Detailed usage of CRM (SFDC), accurately categorizes pipeline according to probability and sales cycle stage in order to create a reliable revenue forecast

Manage the entire sales order process for Global Distribution

Monitor open orders documenting trends to assist in the review of re-order points

Provide additional cover for Customer Support Team in case of absence or vacation

Participate in training related to product lines, systems, corporate account strategies, territory strategies, and LIFE SCIENCE strategy.

Handle or direct customer complaints, billing issues, technical / quality problems, etc., to the appropriate area.

Serve as customer contact responsible for handling customer orders, answering customer inquiries, and resolving customer problems (quality issues, etc.).

Outstanding / overdue payment solving as needed.

Works effectively with key technical specialists to deliver quality projects for our clients

Makes full use of all company systems such as XA, MasterCONTROL, Salesforce, etc.

Ability to work on PC including repetitive use of a keyboard and mouse for long periods throughout the course of the workday.

Must be able to analyze and concentrate routinely throughout the course of the workday.

May be required to sit for long periods of time through the course of the workday.

Must be able to adhere to applicable safety practices for the site.

Qualifications

Education and Experience :

Minimum- BS, Business Management, Business Analytics or Life Sciences or equivalent

5 - 7 years of global customer support experience.

Science Technical Background Ideal

Complete proficiency with Microsoft Office, as well as Database software and internet research skills required. INFOR / XA experience a plus. Appropriate use of Harmonized Codes / USDA IREGS

Knowledge, Skills & Abilities :

Fast-paced Customer Service Experience required

Must have strong time management and organizational skills.

Extreme Critical Thinking

Salesforce or CRM experience

INFOR / XA or ERP experience

Must be able to quickly and accurately assess the importance of a phone call, email, or document and take appropriate action to involve the appropriate people.

Must maintain strict confidentiality of extremely sensitive data, records, files, conversations, etc.

Strong planning skills.

Self-motivated and able to grasp new concepts quickly.

Exceptional interpersonal, organizational, and communication skills, integrity, respect for confidentiality, sound judgment, and decision-making skills.

Strong written and oral communication skills. (clear, concise, and honest).

Willing and able to multi-task.

Good analytical and quantitative skills, leveraged by computer skills - MS Office (Word, Excel, PowerPoint)

Outstanding customer service skills required.

Ability to work with and influence people without formal authority and to work well with other departments within the company

Excellent problem solving and teamwork abilities : the ability to work within an international team

Must be able to work hours outside the typical workday to support departmental needs (including evenings and weekends) to ensure departmental goals are met

DESIRED BEHAVIOR, PERSONAL ATTRIBUTES :

Customer and market focused, aware, and driven.

High need and proven ability to set and accomplish goals to deliver results.

Innovative, creative, makes connections, curious and always learning

Visionary and strategic, able to perceive growth opportunities

Entrepreneurial, driven to successfully convert business opportunities into profit and value

Proactive, energetic, a self-starter.