BBI Solutions aim to create a world where everyone has the opportunity for a better quality of life. We have served the global diagnostics industry for over 50 years and due to our continued growth, we are seeking an Internal Sales Specialist to join our team. This is a permanent, full time position based at our facility in Portland, Maine.

Role Overview

The internal Sales Specialist is a pivotal role in ensuring the smooth execution of sales operations. Liaising with and between the Business Development Manager and the local Operations, Supply Chain and Finance teams, this role is responsible for all aspects of sales order processing, supporting the triage function for all customer related queries such as but not limited to; orders, delivery queries, product queries, account status, technical product assistance and complaints. The role will be responsible for internal and external customer escalation resolution and support.

In addition to managing customer inquiries, the internal Sales Specialist works closely with the Business Development Manager to work on existing accounts to help identify any other opportunities, facilitate sales of our products, contribute to the success and growth the business.

Role Requirements

Key responsibilities will include but are not limited to:

Role Specific:

Supporting the Site Lead and Director of Supplier Quality:

• Proactively manage the delivery of service from quotation to delivery
• Ensure all new clients are correctly onboarded as per process, using feedback seek to improve the onboarding journey
• Ensure that clients and internal customers are communicated with effectively, through the most appropriate channel.
• Co-ordinate Shipment of non-SAGE X3/non billable items, working with Operations and Supply Chain.

Customer Services Triage Provided to all:

• Be the escalation point of contact for our internal and external customers. Seek to find resolutions if required triage and direct customer escalated queries to the relevant teams i.e. BDM, Production, Finance, Supply Chain.

Sales Order Triage:

• Ensure sales orders are processed accurately by monitoring CST FPA (first pass approval) and ensuring any failure incidents are highlighted and training given where necessary.
• Ensure that all customer orders are acknowledged within the company SLA and that if there is change in delivery date its communicated to the customer.

Customer Account Triage:

• Monitor invoices in query and working with the customer and local finance team to ensure that their customer accounts remain in good working order.
• Monitor customer credits and ensure they are processed within the company SLA.
• Ensure the Production Projects Tracker is maintained and up to date for Finance to raise invoices.

Customer Services:

• Monitor the response of all enquires so that we meet the SLA in replying to all customer related queries.
• Monitor the quality of communication provided to external & internal customers, to ensure clear, accurate professional communication is upheld at all times.
• Facilitate the creation of new customer or requested amendments to customer accounts.
• Identify and look to resolve any process improvements /that will lead to service improvements.
• Provide first tier technical information on all products, providing customers with production progress updates on their orders and completion dates.

Sales Order Processing:

• Process new and amendment requests for customer orders using Sage ERP
• Process all sale orders and pro-forma invoices from BBI Solutions sites in accordance with procedures.
• All orders are to be issued with a receipt acknowledgment and processed with two working days of receipt.
• Meet the company set minimum KPI order rate for each day.
• Raise credit and stock returns.

Compliance - Complaint & Non-Conformance Handling:

• Receipt of Customer Complaints following the company procedure, acting as their case handler through the process.
• Facilitate the processing of complaints and non-conformance for the Sales team and customer services team. Provide weekly updates on KPI’s relating to the status of complaints to the Global Head of Customer Services
• Work with the multiple Quality Teams to facilitate the completion of Supply Quality Questionnaires BBI customers Provide Datasheets and CofAs to customers when requested.

Business Development Management Support:

• Collaborate closely with the BDM to provide comprehensive support in all aspects of the sales process.
• Develop a deep understanding of our products, staying up-to-date with product specifications and applications to effectively address customer inquiries.
• Adapt quotes or create new quotes for the changes which may include the drafting of change orders.
• Assist with project tracking of potential business.
• Assist in the development of the customer portfolio together with the Business Development Manager
• Be the first point of contact for the BDM. Triage and direct enquires to the relevant teams.
• Ensure regular follow-up as required with the customers, provide answers to all commercial and technical requests pre-sale.
• Support the marketing department in the implementation of the marketing strategy to develop campaigns focused on driving new leads.
• Record all customer contact accurately within the CRM system.
• Ensure a response is provided to all customer enquiries in a professional manner and within an agreed timescale.

General

· To always work in accordance with company standards and regulatory guidelines.

· To actively meet individual, team and company aims and objectives.

· To display company core values at all times.

· To behave in a positive and professional manner.

· To demonstrate clear and concise written and verbal communication skills.

· To be highly self-motivated and organised.

· To demonstrate excellent customer care skills.

· To provide suggestions that will contribute to the development of the Company.

· To work as part of the team and help foster good working relationships.

· To actively keep updated with the company’s products and services.

· To keep up to date with relevant industry developments.

· To adhere to the Company Health and Safety policy.

· To report any unsafe conditions, equipment or practices immediately to the appropriate manager.

· To develop yourself where appropriate by attending courses, meetings, training events, workshops and seminars, in order to not only develop yourself but also the company.

· To follow all company policies and procedures.

· To conduct any other duties as requested by your manager

If you are an internal employee applying for this vacancy you and your manager are required to complete an internal transfer form. This needs to be completed in full and attached to your application along with your CV and cover letter.

About BBI Solutions

BBI Solutions has been serving the global diagnostics industry for over 50 years, and is the world’s largest independent producer of immuno-diagnostics reagents. We develop and manufacture critical components for the diagnostic industry, but also apply our expertise by delivering solutions that bring critical components together in the development and manufacture of point of care and conventional tests. Furthermore, our Novarum Mobile Diagnostic Platform complements across the diagnostics workflow to interpret and share assay results. This makes BBI unique among IVD suppliers.

Our range of immuno-diagnostics reagents includes human antigens, antibodies, enzymes and serum & plasma products. With manufacturing sites spanning four continents, we produce world-renowned labels for lateral flow, ELISA assay and biosensors, including our high-quality gold nanoparticles and glucose oxidase. The acquisition of German-based DIARECT AG in June 2020 established BBI as the leading provider of antigens in the autoimmune and tick-borne IVD markets.

Benefits

Here at BBI, we are committed to promoting and protecting the physical and mental health and well-being of all our employees. They play a pivotal role in improving the quality of people’s lives and are focused on delivering exceptional products and technologies. With our employees focused on others, we’re focused on them. That’s why, at BBI, we’re dedicated to providing our employees with access to global resources and site specific benefits that support their health and wellbeing.

Recognising that our people are our strength, we offer an attractive benefits package to our employees:

· Competitive Salary with Yearly Salary Reviews

· Medical & Dental Insurance Cover

· Life & Short-Term Disability Insurance

· Vision & Long-Term Disability Insurance

· 401k Retirement Savings Plan

· Private Health Care Scheme

· Global Employee Wellbeing Programme

· Reward and Recognition Programme

· Commitment to Career Development

· Generous Annual Leave Package

· Refer A Friend Scheme

· State of the Art Facilities – Certified Centres of Excellence

We’re also focused on development, creating an environment that allows our employees to nurture their talent and empowers you to make a difference. This is achieved by providing our employees with access to learning opportunities to help achieve personal career goals.

Application Process

If this role sounds like it’s for you, click ‘apply’ today. Once we’ve received your application, a member of our recruitment team will be in touch to arrange a call. On this call, we’ll be able to tell you a lot more about working here at BBI Solutions, how ‘a day in the life’ of this position looks and discuss the next stages of the recruitment process.

Stay in Touch

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Job Type: Full-time

Schedule:

• Monday to Friday

Work Location: In person