Sales Operations Coordinator

Role Summary

Owns day-to-day CRM health and sales process continuity. Accountable for data integrity, lead/account routing, quote preparation, rep support, order/shipping status, and reporting. Partners with Marketing on lead flow and campaign tracking, and builds dashboards with the CRM Administrator and Sales Leadership to drive accountability. 

Scope of Work

• CRM Administration
• Configure fields, workflows, automations, and user access.
• Enforce data standards (naming, tagging) and completeness.
• Partner with the National Sales Director and Regional Managers to ensure consistent call-data entry.
  Why: Clean, standardized data powers accurate reporting, forecasting, and decisions.
• Lead & Account Operations
• Intake, deduplicate, and route lead to the correct owner.
• For “NA” leads, confirm market coverage and assign to the appropriate rep for follow-up/nurture.
• Create new customer accounts with full contacts and required documentation.
  Why: Timely, accurate handling prevents leakage and ensures sales-ready handoffs.
• Quotes & Pricing Control
• Manage pricing requests via a defined workflow.
• Rep submits request → SOC assembles quotes within guardrails → exceptions routed to Sales Leadership/Operations for approval.
  Why: Central control enforces pricing discipline and ensures every quote is logged for analysis.
• Rep Triage & Escalations
• Central point for rep questions on policies, CRM, and order status.
• Escalate clinical questions to Stella, who forwards to Clinical, then track to resolution.
  Why: Directs issues to the right SME (Subject Matter Expert), reducing admin load and cycle time.
• Order, Shipping & Status
• Record and maintain order/shipping milestones in the CRM.
• Coordinate with Operations/Pharmacy on incorrect orders, credits, and returns.
  Why: Improves visibility for reps and customers, minimizes status inquiries, and speeds remediation.
• Territory Hygiene
• Maintain ZIP/state territory maps and rules.
• Correct misrouted accounts and publish weekly corrections.
  Why: Accurate alignment prevents overlap, disputes, and lost productivity.
• Reporting & Analytics
• Build dashboards with the CRM Administrator and Sales Leadership for:
  • New accounts; active vs. inactive accounts; total scripts; sales by region; average script cost.
  • Activation rates; multi-category performance (e.g., BHRT, Dermatology).
  • Channel run-rate.
• Generate monthly commission files with Operations.
  Why: Real-time dashboards support frontline execution; accurate commissions sustain trust across Sales, Marketing, and Operations.
• Process & Continuous Improvement
• Improve workflows across the sales tech stack and maintain SOPs.
• Partner with Marketing on campaign setup, MQL (Marketing Qualified Leads) definitions, and funnel reporting.
  Why: Standardized processes scale best practices and protect pipeline quality and conversion.
• Run Biweekly Doctor Tag Reports 

Success Metrics

• Lead routing accuracy ≥ 95%; misroutes ≤ 1%.
• Quote turnaround ≤ 4 hours; CRM field completeness ≥ 95%.
• New-account setup within 1 business day (≥ 95%).
• Same-day triage response (≥ 95%); clinical escalations resolved accurately ≥ 99% (via Stella/Clinical).
• On-time delivery of dashboards and commission files.
• Demonstrable improvement in time-to-first order.

Key Interfaces

• Sales (W-2/1099): lead ownership, updates, expansion.
• Clinical Desk/PharmD: clinical guidance, Perfect Script support.
• Pharmacy/Operations: Rx edits, shipping exceptions, returns.
• Operations/HR: commission files and month-end true-ups (guided by Katherine).
• Regional Managers: forecasting cadence, territory standards, new-hire ramp.
• Marketing: campaign tracking, MQLs (Marketing Qualified Leads), funnel attribution.
• CRM Administrator & Sales Leadership: dashboard development, metric alignment, reporting cadence.