Sales Support Manager

at Meridian Bioscience in Memphis, Tennessee, United States

Job Description

Meridian Bioscience is a fully integrated life science company that develops, manufactures, markets and distributes a broad range of innovative diagnostic products. We are dedicated to developing and delivering better solutions that give answers with speed, accuracy and simplicity that are redefining the possibilities of life from discovery to diagnosis. We are looking for talented and passionate individuals that help drive our vision. Our innovative culture will allow interested candidates to discover and create, through collaboration, cutting edge solutions to tough problems.

The Sales Support Manager manages a team responsible for all tasks related to supporting and nurturing Life Science to meet or exceed monthly and annual sales goals. Critical tasks include (but not limited to): order management, customer support, business development support. This role is responsible for the supervision of the daily operation and staff as well as International Order Entry, Export Documentation, VAT calculation for WFOE, China Order Operations for both internal and external oversight. Management of the entire order fulfilment process to ensure flawless execution on any orders/projects, and start to finish complaint resolution. The Sales Support Supervisor will serve as a working role to manage our Wholly foreign-owned enterprise including but not limited to invoicing, order entry, VAT calculations and inventory monitoring. The successful candidate will maximize our LIFE SCIENCE market share and sales opportunities by supporting Customers, Inside Sales, Business Development, and Sales Operations.

+ Critical tasks include (but not limited to): order management, customer support, business development support, management of the entire order fulfillment process to ensure flawless execution on any orders/projects, and effective complaint resolution.

+ Daily mentorship and direction of a team of Sales Support Specialists that are dedicated to total customer support and satisfaction.

+ Participate in training as it relates to product lines, systems, corporate account strategies, territory strategies and LIFE SCIENCE strategy.

+ Handle or direct customer complaints, billing issues, technical/quality problems, etc. to appropriate area.

+ Manage existing clients for continued growth and performance

+ Serve as customer contact responsible for handling customer orders and answering customer inquiries and resolving customer problems (quality issues, etc.).

+ Outstanding/overdue payment solving as needed.

+ Accepts responsibility for Order Processing/Customer Service and communicates and maintains adherence to Meridian’s corporate policies and procedures

+ Manages entire WFOE process start to finish – intercompany shipments, WFOE billing, VAT calculations, and delivery reports flawlessly

+ Global Account coordination and order management as needed in support of Business Development Managers.

+ Works effectively with key technical specialists to deliver quality projects for our clients

+ Makes full use of all company systems such as XA, MasterCONTROL, Salesforce, etc.

+ Ensures team’s work is done effectively, accurately, and on time and is consistent with standard guidelines and SOP requirement

+ Engage with field Sales & Commercial leadership team for development and execution of prospect lists and territory plans aligning the commercial structure

+ Proper oversight of team to manage the customer journey from order entry to shipment

+ Promote customer support excellence through appropriately timed hand-off of qualified leads/opportunities

+ Establish or re-establish customer relationships by contacting new or inactive accounts/prospects. Specific functions may include introducing products, sales programs, and promotions to assist business development

+ Identify and proactively suggests improvements based on the size, scope, and complexity of the role to further develop sales and support teams

Knowledge, Skills & Abilities:

+ Sales experience and/or a proven track record in an outbound sales environment required

+ Must have strong time management and organizational skills.

+ Must be able to quickly and accurately assess the importance of a phone call, email, or document and take appropriate action to involve the appropriate people.

+ Must maintain strict confidentiality of extremely sensitive data, records, files, conversations, etc.

+ Strong planning skills.

+ Self-motivated and able to grasp new concepts quickly.

+ Exceptional interpersonal, organizational and communication skills, integrity, respect for confidentiality, sound judgment and decision-making skills.

+ Strong written and oral communication skills. (clear, concise and honest).

+ Willing and able to multi-task.

+ Good analytical and quantitative skills, leveraged by computer skills – MS Office (Word, Excel, PowerPoint)

+ Outstanding customer service skills required.

+ Ability to work with and influence people without formal authority and to work well with other departments within the company

+ Excellent problem solving and teamwork abilities: ability to work within or lead a team

+ Must be able to work hours outside the normal work day to support departmental needs (including evenings and weekends) to ensure departmental goals are met

+ Maintain accurate reporting, records, and files necessary for proper global management (KPI’s)_

+ Detailed usage of CRM (SFDC), accurately categorizes pipeline according to probability and sales cycle stage in order to support a reliable revenue forecast

+ Ability to work with and influence people without formal authority and to work well with other departments within the company

+ Ability to train, coach, and mentor Sales Support Specialist to further their career within the commercial field

+ Ability to develop working relationships with key stakeholders to build a strong, sustainable structure to support growth and development of the commercial team

Desired Behavior, Personal Attributes:

+ Customer and market focused, aware, and driven.

+ High need and proven ability to set and accomplish goals to deliver results.

+ Proactive, energetic, a self-starter.

+ Forms and values strong interpersonal relationships.

+ Attitude and ability to work in team environment, a team builder and effective collaborator.

+ High integrity, sincerity, and standards.

Education and Experience:

+ Bachelor’s degree required, preferably in Life Sciences

+ 3-5 years’ experience in sales, marketing, or customer service required

+ >5 years’ experience managing a global customer support team

+ Complete proficiency with Microsoft WORD, EXCEL, as well as Database software and Internet research skills required. MAPICS/INFOR/XA experience a plus. Appropriate use of Harmonized Codes/USDA IREGS


+ Travel

+ <10% travel may be required

+ Physical

+ Ability to work on PC including repetitive use of a keyboard and mouse for long periods throughout the course of the work day.

+ Must be able to analyze and concentrate routinely throughout the course of the work day.

+ May be required to sit for long periods of time through the course of the work day.

+ Must be able to adhere to applicable safety practices for the site.

We are proud to be an EEO/AA employer Minority/Female/Disability/Veteran. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Company: Meridian Life Science, Inc.

External Company Name: Meridian Bioscience, Inc.

External Company URL:

Street: 5171 Wilfong Road

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Job Posting: JC217142673

Posted On: Jun 26, 2022

Updated On: Sep 10, 2022