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Business Support Specialist

Job Description

Job Description

The Business Support Specialist (EBSS) interacts with distributors to receive orders for products and provides information in response to enquiries. The Specialist also resolves complaints following established procedures to ensure that good customer relations are maintained, and complaints are resolved fairly and effectively, in accordance with OsteoMed procedures. Collaborates with European Regional Business Managers, Sales leadership, and European distributors to ensure timely resolution of issues, accurate responses to questions, researches and creates accurate tender responses, and provides outstanding support. Assists internal and external partners on order status, product information, account status, pricing, product or service. They will accurately and efficiently enter data into ECC (SAP) and Syteline systems, produce and distribute reports, and effectively communicate both verbally and in writing. Additionally, the EBSS initiates process improvements and maintains master account data, as well as field sales organization records. The EBSS serves as the main contact between the European Sales team and internal OsteoMed stakeholders for sales administration-related activities. QUALITY STATEMENT OsteoMed is committed to providing innovative solutions, quality products, and services that meet our quality objectives and exceed customer expectations., Business Specialist

  1. Facilitates and monitors the European ordering process by entering orders into SAP/Syteline, providing order confirmations to customers, and tracking on time delivery by monitoring the shipping process. o Liaise with the Madrid Logistics center on a daily basis to realize what has shipped to the distributor. o Invoice the distributor in USD from the OsteoMed/Syteline ERP.

  2. Reviews distributor investment orders to ensure they include all required product, and escalates for additional approvals when needed

  3. Resolves order and inventory problems by investigating data and history; identifying alternate means for filling orders; communicating with Planning, notifying managers and customers.

  4. Prepares information on pricing, order history, discounts, etc.

  5. Provides product, promotion, and pricing information by clarifying distributor request; selecting appropriate information; forwarding information; answering questions.

  6. Responds to requests from distributors and/or IRBMs for data pertinent to open tenders and maintains a repository of information that may be relevant to future tenders.

  7. Communicates daily with Executive members, European Regional Business Managers and Area Managers regarding distributor orders, invoiced sales, Authorization for Expense status, and pricing approval status.

  8. Has the ability to ensure orders are released and shipped appropriately, based on customer account standing and/or order payment status prior to the Madrid Logistics center sending stock.

  9. Coordinates with European distributors and both European and International Shipping team regarding scheduling shipments, in-country requirements for discounts, shipments, customs, etc.

  10. Works in coordination with Business Analytics; provides weekly, monthly and ad hoc sales reports as requested.

  11. Acts as a liaison between the distributor, Regulatory and Pricing to help ensure appropriate maintenance of part inclusion lists by distributor.

  12. Receives customer complaints, and facilitates all subsequent activities relating to filing the complaint, issuing return/credit for product, and replacement of product.

  13. Creates and maintains Int'l distributor profiles in Compliance Wire.

  14. Maintains a customer database by inputting/removing customer information in Outlook.

  15. Creates and maintains customer master data in both SAP ECC & Syteline

  16. Provides cost and pricing information to assist European Regional Business Managers in negotiating product pricing with distributors.

  17. Develops and maintains documentation as it relates to all European/International processes.

Candidate Description

  1. Associates degree, or equivalent work experience required.
  2. Minimum of 3 years customer service experience required.
  3. Excellent people skills and a positive, professional image at all times.
  4. Ability to produce accurate, timely, analytical work displayed/produced in an organized and readable fashion.
  5. Experienced enough to be comfortable working with a CRM or equivalent customer database system.
  6. Ability to increase knowledge and familiarity with tenders.
  7. Excellent verbal, written and telephone skills supported by strong interpersonal skill and ability to work within a team structure.
  8. Ability to work under a high stress environment, maintain composure and adhere to deadlines.
  9. Effectively resolve problems and answer questions in a clear and concise manner.
  10. Strong knowledge of MS Office.
  11. Ability to communicate effectively in English as a primary or secondary language including reading, speaking and understanding.

Application Description

To speak to a recruitment expert please contact Karen Ledger