Terumo Medical Corporation (TMC) develops, manufactures, and markets a complete, solutions-based portfolio of high-quality medical devices used in a broad range of applications for numerous areas of the healthcare industry. TMC places a premium on providing customers with world-class products, training and education programs that drive clear economic value, better clinical outcomes and improved quality of life for patients. TMC is part of Tokyo-based Terumo Corporation; one of the world’s leading medical device manufacturers with $6+ billion in sales, 30,000+ employees worldwide and operations in more than 160 nations. Terumo Medical Corporation is comprised of two strategic business divisions: Terumo Interventional Systems and Terumo Medical Products.
We believe that the future is bright for everyone at Terumo. We work with the future in mind to generate lasting change, create a bigger impact and produce greater outcomes for today, and for decades to come.
At Terumo we believe in the power of personal growth and will encourage you to get in the driver's seat - progressing in the direction you want to go by deepening your skills throughout your career. We want you to be bold, think outside the box, experiment, innovate and deliver what's next for quality healthcare. You will be part of a collaborative, respectful and resilient team of associates and leaders around the world, working together as partners to achieve more than you thought possible, providing real-world, impactful solutions for patients.
Join us and help shape wherever we go next!
Advancing healthcare with heart
Job Summary
Responsible for mentoring, planning and coordinating the activities of the Internal Sales Specialist team, delivering first class, professional customer service to the accounts. The Internal Sales Supervisor will actively support the Business Development Managers during day-to-day business. The Internal Sales Supervisor will also facilitate PSD’s Strategic Accounts, as well as support the Business Development Managers’ (BDMs) Strategic Opportunities. Will train and provide guidance to the Inside Sales Specialist team.
Job Details/Responsibilities
Team related:
- Coordinate the organization, staffing and operational activities of the Internal sales specialist team.
- Train new hires on systems, PSD processes and procedures; ensure all required systems access are granted to new hires.
- Facilitate goals, objectives, priorities and procedures for the team and team members.
- Responsible for identifying and implementing new ways to streamline existing procedures or establish new procedures, including identifying resources, to enhance internal communications and make servicing customers more efficient.
- Resolve issues and act proactively, keeping the customer and the business Development Managers informed of order status and potential problems in the order process flow.
- Direct, coordinate and review the work plan for the assigned Internal sales activities and projects; monitor workflow, review and evaluate work methods and procedures, meet with staff to identify and resolve problems.
- Provide feedback for the Performance Management process – coaching, mentoring, developing associates and performance reviews.
Administration and accounting related
- Ensure central filling of order processing records, optimal and correct use of customer relation management system;
- Ensure correct invoicing and credit control and maintain copies of customer related documents;
- Provide administrative support to the sales and marketing teams as well as Customer Service (sending approved price offers, samples etc.);
- Contribute to a uniform way of working with other departments and liaise with delivery planners, quality assurance department, etc.;
Product related:
- Effectively answer product related issues and escalate customer queries, when the issue is out of own scope, to the appropriate person within the sales team and/or marketing team
Job Responsibilities (continued)
Sales related:
- Respond to sales related issues and escalate customer queries to second service level as and when issue out of own scope to Sr. Business Development Managers;
- Responsible for maintaining and supporting a select number of Strategic Accounts and Opportunities
- Collaborate with Management, Regulatory, TE, TC, TPC and Account Managers to determine necessary strategic sales approaches, Technical Document requests etc.;
- Support BDM’s in RFI and RFP responses to potential clients. Partner with BDM and other technical managers to gather sufficient data to respond to RFI;
- As requested, support marketing efforts such as meetings, trade shows, exhibits, and other events.
- Make outbound follow-up calls to existing customers via telephone and e-mail regarding purchase orders, forecasts, order status and related activities. Additionally, work with TE, TPC and TC associates to inquire on order/product/project status, including Supply Agreements, Quality Agreements and Development Agreements.
Contact with internal and external customers:
- Create and foster an excellent relationship with all key constituents, to include but not limited to all key account customers, internal key stakeholders / partners and levels of management
- General:
- Provide back-up services to the Internal Sales Specialists, when required.
- Serve as the first representative to attend customer service-related meetings.
- Coach, organize, and motivate the team members and provide moral support.
- Proactively discuss and raise operational problems and issues with management and propose appropriate solutions.
- Attend and participate in professional group meetings; stay abreast of new trends and innovations in the field of customer service.
- Perform other job-related duties as assigned.
Working Conditions/Physical Requirements
Knowledge, Skills and Abilities (KSA)
- Proficient in Word, Power Point and Excel for creating financial reports, sales summaries, forecasts, order tracking, etc.
- Demonstrated ability to obtain fact-finding information from prospects.
- Knowledge of sales principles, methods, practices, and techniques.
- Strong problem identification and objection resolution skills.
- Ability to build and maintain lasting relationships with customers.
- Exceptional verbal and written communication, listening skills and presentation skills.
- Possess a strong attention to detail, ability to multi-task and prioritize activities.
- Self-motivated, with high energy and an engaging level of enthusiasm.
- Ability to perform financial calculations and conversions with Euro and Yen.
- Ability to understand financial figures to add monthly forecasts to sales templates.
- Ability to work individually and as part of a team.
Qualifications/ Background Experiences
- Bachelor’s degree and minimum 5 years of direct work experience in a sales/telesales/administrative capacity required. or equivalent combination of education and work experience required
- Prior pharmaceutical industry experience or medical device is preferred
- Experience coaching, training or supervising others preferred
- Solid experience in opportunity qualification, pre-call planning, call control, account development, and time management required
- Experience with customer relationship management, CRM-software required
- Prior experience in qualifying opportunities with new and existing customers is preferred.
It is Terumo’s policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As a Company, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment.
Final compensation packages may be higher or lower than what is listed, and will ultimately depend on factors including relevant experience, internal equity, skillset, knowledge, geography, education, business needs and market demand. We provide competitive and comprehensive benefit options which include: annual bonus, paid vacation, paid holidays, health, dental and vision benefits, 401(k), with matching contributions, tax advantage savings accounts, legal plan, voluntary life and AD&D insurance, voluntary long-term disability, short term disability, critical illness and accident insurance, parental leave, personal leave, tuition reimbursement, travel assistance, and an employee assistance program.