About the Role
Responsibilities
Portfolio Ownership and Sales
Owns an assigned portfolio of accounts and builds working relationships with pharmacy staff, clinic buyers, and practice managers.
Meets or exceeds quarterly sales goals by driving prebook and reservation conversion, in-season reorders.
Identifies sales opportunities during inbound service and delivery contacts and follows through on them.
Tracks each account's ordering pattern and contacts any account that falls behind its expected reorder cycle within 5 business days.
Level 1 Sales certification within first 6 months
Inbound Queue and Customer Support
Answers inbound calls and emails within SLA: 80% of calls within 20 seconds and 24 hours for emails.
Shifts between outbound outreach and inbound support as queue volume changes during the day.
Wellness checks following initial customer shipments
Walks customers through website ordering and resolves login, navigation, and troubleshooting. Escalates unresolved issues to the manager.
Delivery issues (return to senders, out of temperature range deliveries, overages/shortages)
Order Management
Reviews all open orders on their portfolio daily.
Places customer orders as required.
Escalates any order at risk of missing its ship date immediately of identifying the risk.
Coordinates with Manager to track shipments and resolve delivery delays for their accounts.
Compliance
Documents and reports all adverse events and product complaints within 24-hour timeframe, as required.
Supports returns, and replacement orders by following client procedures and completing all required documentation, trackers, etc.
Uses approved templates/scripts/ materials in all communication to internal partners and customers.
High collaboration with Medical Communication, Quality, Distribution & Logistics
Collaboration and Escalation
Shares knowledge, workarounds, and best practices with teammates.
Resolves account issues independently when they fall within their authority and escalate to the manager when they don't.
Requirements
Education and Experience
High school diploma or equivalent required. Coursework or a degree in Business, Healthcare, or Communication is a plus.
1–3 years in inside sales, customer success, account management, or a high-volume contact center.
Experience in vaccines, pharmaceuticals, medical devices, healthcare distribution, or pharmacy is preferred.
Competency
Ownership: Manages own daily priorities and follows through on commitments without reminders.
Adaptability: Proven ability to thrive in high-pressure environments, adjust to rapid workflow changes on the fly, and maintain composure while managing data/phone/email volumes. Shifts between outbound sales and inbound support as priorities change during the day.
Problem solving: Works through ambiguous situations, finds workable solutions, asks probing questions, and knows when to escalate.
Composure: Agile mindset, organized, and professional during high call and email volume.
Coachability: Open-minded approach to professional growth, with strong willingness to actively give and receive feedback during routine call/email quality monitoring, with an expectation that feedback from QA is applied.
Teamwork: Shares what they learn and help teammates without prompting.
Systems
Technical aptitude: strong comfort navigating complex databases, proprietary software, ERP/Veeva, and helpdesk software.
Intermediate Excel skillset a plus for tracking accounts/orders/reporting, working knowledge of Microsoft 365.