Now Hiring - Fagron NV - Pharmaceutical Sales Operations Manager in Boston, MA

Fagron is the global market leader in pharmaceutical medicine, and its products are sold to more than 200,000 customers in over 60 countries. The goal of Fagron is: “Together we create the future of the personalized medicine”. Fagron, together with prescribers, pharmacists, and customers, strives to improve medications and help the patient. From our position as market leader, we act locally and think internationally.

The Sales Operations Manager supports the organization by working directly with customers to ensure customer account and order accuracy, timeliness, and completeness — promptly following up on customer concerns and providing a high level of service. The employee coordinates with internal teams — Production Planning, Warehouse Distribution, Quality, and IT — to plan for customer demand.

Role Responsibilities:

• Verify licensing for accounts; work with Sales Representatives to obtain necessary documentation.
• Accurately and quickly process orders.
• Place outbound calls to customers and potential customers, following up on order details and/or with inquiries about business needs for our products.
• Complete customer intake documentation regarding complaints thoroughly, accurately, and efficiently.
• Follow up on non-medication complaints to completion of issue. Escalate medication-related concerns per SOP guidance.
• Submit credit requests.
• Recognize errors and anomalies, and appropriately escalate for resolution.
• Sales support functions as requested, including sending invoice copies, documentation requests, marketing information, etc.
• Build relationships with sales structure and customers to ensure comprehensive management of customer account needs.
• Cross-sell products.
• Facilitate online ordering setup and training for all customers. Encourage use of the electronic tools; understand and escalate concerns.
• Report out sales internally on a weekly basis.
• Monitor inventory levels and adjust customer forecasts as needed, based on sales history and/or customer feedback.
• Work closely with Sales to support their territories. Learn their styles, cycles, and business changes to anticipate changing needs.
• Work closely with customers to learn their needs, and communicate them to the appropriate party.
• Learn the Fagron organization to understand business processes. Use your chain of command to escalate problems, but demonstrate knowledge of organizational accountabilities.
• Other duties as assigned.

Experiences

• High school degree.
• Strong attention to detail — our products are used in medical settings, and accuracy is a must.
• Excellent communication skills — both written and verbal.
• Ability to maintain composure under stress.
• 2–3 years of customer service experience, handling inbound business-to-business customers preferred.
• Demonstrated proficiency in Microsoft Office Tools — Excel, Outlook, Word applications especially.
• AX or other ERP system experience is strongly preferred.
• Willingness and ability to deliver unpleasant information in professional and honest manner, when necessary.
• Strong work ethic and organizational skills.

Fagron US offers its associates competitive compensation and a wide range of benefits including a 401(k) plan with a generous company matching contribution; medical, vision and dental; health savings account (HSA); holiday/paid time off.

Go to careers.fagron.com and apply.