Are you looking for an opportunity to make a difference? At Mesa Labs we’re passionate about protecting the vulnerable by enabling scientific breakthroughs, ensuring product integrity, increasing patient and worker safety, and improving quality of life around the world.
The Sales Operations Representative that supports our Agena Bioscience business has responsibility for support delivery measurement and effective, accurate documentation in Customer Support.
Key Job Responsibilities:
- Process domestic and international customer sales orders; act as single point of contact for internal material requests and coordination of material availability
- Respond directly to customer inquiries by phone, fax and email related to order status and product delivery
- Coordinate order terms and discount approvals with internal departments and management
- Prepare sales quotations, review purchase terms and conditions, review contracts, book orders and prepare documentation to meet Sarbanes-Oxley compliance.
- Assist with account management within CRM, fulfill literature requests for internal and external customers; provide database support for sales campaigns
- Support worldwide field personnel with procurement and availability of spare parts
- Coordinate with Materials, Logistics, Purchasing, Finance, Accounting, Sales & Marketing, and Legal departments
- Research sales orders and other internal documents to resolve customer issues; generate return material authorizations and credit memos
- Works with accounting department to ensure accurate revenue recognition across all types of orders
- Manage, organize, develop, document, and implement the day-to-day operations of the Order Desk.
- Monitor CRM system, ERP system, and internal documents and databases for data integrity and to anticipate and prevent customer complaints
- Write and maintain department training materials
- Generate customer software licenses
- Participate in cross functional projects for system and process improvements
- Lead the development and continuous improvement of the Agena customer relationship management (CRM) system; function as designated CRM system administrator for Customer Support
- Design and generate reports for routine departmental metrics and ad hoc management reporting
- Assist in the development, documentation, and implementation of procedures and processes to optimize and measure support delivery and customer satisfaction.
- Analyze data to evaluate Customer Support performance and process effectiveness and recommend improvements
- Assist in writing Standard Operating Procedures and Work Instructions for intra- and interdepartmental processes
- In partnership with IT, administer customer facing internet portal content and manage portal improvement initiatives
- Design and conduct training for Customer Support and Sales department employees on report generation; provide guidance on data interpretation
- Other duties as required
Qualifications/Education:
- Bachelor’s degree in business or technical discipline.
- Life Science industry experience desirable
- Computer proficiency – MS Office, Word, Excel, Adobe; including ability to create reports, graphs, flow charts, and pivot tables
- Basic understanding and competency with Visio, PowerPoint
- Salesforce.com and/or NetSuite experience preferred
- Well-developed organizational, detail orientation, follow through, proactive communication and multi-tasking abilities
- Excellent written and verbal communication skills
- Apply job skills and company’s policies and procedures to complete a variety of tasks; works on assignments that are semi-routine in nature where ability to recognize deviation from accepted practice is required; normally receives general instructions on routine work, detailed instructions on new assignments
Compensation/Benefits:
The company offers a comprehensive benefits package and compensation for this position. The package includes base salary, bonus, medical/dental/vision insurance, 401k/Match.
Salary Range for this position is $25-30/hr.
Mesa Labs is an Equal Employment Opportunity Employer.
Mesa Labs prohibits unlawful discrimination and harassment against applicants or employees based on age, race, sex, color, religion, creed, national origin or ancestry, disability, military status, sexual orientation, or any other status protected by applicable state or local law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)