About the Role
Responsibilities
Team Leadership and Performance
Hires, onboards, trains and develops associates, including individual development plans for each team member.
Tracks, and reports team KPIs: sales goal attainment, QA score, first-contact resolution (FCR), average handle time (AHT), and SLA compliance.
Holds weekly 1:1s and addresses performance gaps directly, with documented expectations and follow-up dates.
Keeps the team focused and steady through peak season by setting daily priorities and adjusting coverage as volume shifts.
Quality Assurance and Coaching
Reviews 2 calls and 2 emails per associate each week against communication, accuracy, and compliance standards.
Delivers specific, documented coaching after each QA review and tracks improvement over time.
Builds a team culture where associates give and receive respectful, and meaningful feedback openly.
Portfolio Sales and Revenue
Owns the team's sales goals and holds each associate accountable for their portfolio's results.
Drives prebook and reservation conversion, in-season reorders, adoption across the portfolio.
Coaches associates to identify sales opportunities within inbound service and delivery contacts.
Monitors reorder patterns and account health and reports on accounts that fall behind their expected ordering cycle.
Hands-On Operations
Takes direct ownership of open orders, customer escalations, and queue coverage during peak season or when the team is at capacity.
Holds the team accountable for reviewing 100% of open orders daily and resolving them against SLA.
Resolves website and ordering issues that associates cannot resolve and escalate system defects.
Monitors phone, email, and ticket queues throughout the day and reassign work to keep wait times at a minimum to meet service levels.
Process Building
Builds and refines workflows, templates, and job aids where processes are undefined or resources are limited.
Identifies root causes of recurring customer issues and fixes the process, not just the case.
Spots volume and bottleneck trends early and escalates to Sr. Manager, Customer Engagement & Remedy Group leadership before they affect service.
Logistics, Returns, and Compliance
Coordinates with distribution partners to resolve delivery delays and shipment issues.
Ensures the team documents and reports all adverse events and product complaints within the required timeframe, following client procedures.
Ensures associates use only approved materials and make only approved product claims in all sales and service communications.
Requirements
Education and Experience
4+ years in inside sales, account management, or customer operations, including 2+ years leading a team.
Bachelor's degree in Business, Life Sciences, Healthcare Administration, or a related field preferred.
Experience in vaccines, pharmaceuticals, biotech, or healthcare distribution strongly preferred. Experience serving pharmacies, physician offices, or clinics is a plus.
Competency
Player-coach ownership: Steps in to work the queue, an order, or an escalation without being asked, and steps back to coach once the pressure clears.
Commercial and service balance: Delivers sales results without letting service quality slip.
Accountability: Sets clear expectations, follows up on every commitment, and addresses gaps directly.
Rally the team: around both commercial sales goals and customer support targets, keeping motivation and morale high during peak periods.
Builder mindset: Creates structure and process where none exists and works effectively with limited resources.
Foresight and judgment: Anticipates volume and operational problems and knows when to solve versus when to escalate.
Composure under volume: Leads steadily through peak season and high queue volume.
Systems
Strong technical aptitude for navigating complex databases, proprietary software, ERP/Veeva, and helpdesk software.
Strong Excel skills for tracking KPIs and team performance and working knowledge of Microsoft 365.
Learn new and proprietary systems quickly and troubleshoot website issues for customers and associates.