Sales Support Representative III

Status: Full Time, Exempt

Reports To: Director, Field Operations & Planning

A.    Purpose and Scope of Position

This role satisfies our customer’s needs through prompt response, friendly service, and support that often exceeds expectations. This position is a key component of Xtant’s Franchise Team and acts as the territory liaison between Xtant Distributor Agents, Xtant Sales Management, and Xtant Corporate by managing all sales order activity, inventory replenishments, product inquiries, invoicing and billing duties, and order management to ensure the timely and accurate delivery of materials needed for surgery. 

B.    Organizational Relationship 

This position reports to the Director of Field Operations and Planning and is responsible for communicating effectively with other individuals within Xtant Medical’s Commercial team.

C.    Duties and Responsibilities

1.    Specific Job Duties/Responsibilities

•    Facilitate and manage all territory product orders, inventory replenishments, and customer inquiries 

•    Respond to high-level sales support requests such as product availability, par levels, order and logistics questions, pricing questions, product approvals, or any other customer concern

•    Monitor and support orders placed in the field, communicate with Distributor Agents as needed to ensure order accuracy and availability

•    Manage internal controls such as product access, restrictions, back orders, par levels, etc.

•    Facilitate scheduling and communication of 3rd party couriers to ensure product is delivered on time

•    Facilitate and manage all territory Product Returns 

•    Facilitate and manage all territory Field Complaints

•    Executes cross-functional meetings and communication to ensure Customer Care processes run smooth for Franchise success 

•    Advanced understanding of Xtant’s Product Portfolio and product registrations

•    Advanced knowledge and understanding of Xtant contracts and pricing agreements

•    Performs duties in compliance with applicable regulations such as FDA, ISO, AATB, etc., or other company Standard Operating Procedures, guidelines, and practices

2.    Financial Responsibilities

•    Submit timely expense reports and abide by the Expense Reimbursement Policy

•    Facilitate and manage all customer invoices, credit memos, commission adjustments, and price adjustments for territory accounts

•    Pending sales management – Territory only

•    Purchase Order collection and management for territory

•    Maintain strict confidentiality of all company and customer information

3.    Training

•    Participate in training plans and programs and complete in a timely manner within set deadlines

•    Complete required training prior to attempting to perform a task

•    Maintain required training documentation

4.    Management

•    This position does not supervise others

5.    Document Control and Record Control

•    Assist in the completion and retention of documentation pertaining to all SOPs as required

•    Legibly and accurately complete all documentation associated with assigned duties in accordance with GDP and review the written documentation of others as required

•    Maintain information in physical and electronic files as required

•    Train on and demonstrate proficiency in Xtant Medical’s document control system

6.    Other duties as assigned

7.    Performance of Duties

•    Complete required training, including initial orientation and environmental health and safety training, prior to performing tasks.  Keep training up to date

•    Perform all duties according to established procedures and follow appropriate safety precautions and measures

•    Conduct himself/herself in a professional and courteous manner in all aspects of interaction with fellow employees, surgeons, staff, and end users

•    Maintain a clean and safe working environment at all times

•    Must maintain confidentiality of donor and recipient information according to HIPAA

D.    Job Requirements

1.    Education/Credentials Experience & Training

•    Bachelor’s degree from an accredited college or university is required

•    Minimum Five (5) – Six (6) years’ sales and/or customer service experience is required

•    Minimum Five (5) – Six (6) years’ Medical Device Industry experience is required

•    Must have certification or be willing to certify as a Certified Tissue Bank Specialist (CTBS)

2.    Managerial Experience

•    N/A

3.    Special Requirements/Physical Capabilities or Abilities, other Additional Desirable Qualifications

•    Strong communication skills 

•    Positive attitude and willingness to participate in a culture of superior service

•    Strong Customer Service orientation

•    Impeccable time Management

•    Ability to handle difficult situations while remaining professional

•    Ability to apply common sense understanding to carry out instructions

•    Demonstrated enthusiasm and willingness to learn

•    Must be able to reason independently and work with minimal guidance

•    Must have basic accounting experience   

•    Must have superior computer and communication skills

•    Prior inventory control experience is preferred

4.    Working Conditions

•    Working conditions are normal for an office environment. Standard office hours are Monday – Friday; 8:00 am – 5:00 pm

•    Work will require frequent weekend/evening work and occasional travel

•    Work will require participation in departmental 24-hour emergency On Call program

•    Work may require long periods of sitting, standing, and working at a computer

5.     Health and Safety

•    Must adhere to all health and safety requirements specified when entering laboratory and device manufacturing areas and in the handling of company products

•    May require OSHA (bloodborne pathogen) training, SDS, and other safety training as applicable

•    Hepatitis B vaccine is highly recommended and provided to employees who may have contact with human tissue at no cost to the employee. Any employee who declines a Hepatitis B vaccine will be required to sign a waiver

Note:    This Job Description is not designed to include a detailed listing of the activities, duties or responsibilities that may be required of the employee. This job description does not constitute an employment contract, implied or otherwise, and is subject to change by the employer as the needs of the employer and requirements of the job change.

Xtant Medical provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.