Customer Advocate - Government, Onsite-Augusta, GA

Description

Develops and maintains strong, account‐specific operational processes and performance with the customer.

Performs duties on‐site with the customer, reacting in a timely manner to customer information and requests.

Manages and ensures contract compliance to all agreed terms and conditions.

Collaborates with off‐site personnel to ensure accurate and consistent information is present for the customer.

Acts as liaison between the Hospital and division department heads to ensure smooth conversions.

Drive conversions and manages data.

Provides sales analytics and daily reporting (add to stock part number changes, contract compliance, new quotes, loading / maintaining substitution list, ship to adds, customer set up, etc.).

Completes Sales analysis for customers and sales teams.

Supports strategy of the territory sales leader, driving proprietary products with existing and new customer targets.

Manages pricing, including sharing pricing information and addressing pricing issues with customers.

Maintains critical products lists, reviews backorder notes with customers / requests action, discusses at risk items, and plans course of action with the customer.

Manages product substitutions including monitoring inventory, providing suggested substitute options to the customer, and establishing customer approved substitutions.

Evaluates usage spikes with the customer.

Reviews remaining allocations with customers and sends requests for additional allocations to PAS.

Converts additional Not Stocked products to Stock.

Sets up new accounts / ship‐to information.

Manages reporting needs (providing inventory reports on COI OH balances, providing customer contacts for required reporting & SF cases (OMM), analyzing customer request for custom reports, etc.).

Performs additional duties as directed.

Educational & Experience

Bachelor’s Degree

3 or more years of related experience (sales, customer service, customer relationship management, Government supply chain, hospital distribution, etc.)

Or any equivalent combination of education and experience to meet the above requirements

• Veterans preferred

KNOWLEDGE, SKILLS, & ABILITIES

Technological fluency with email, internet, Microsoft Office (PowerPoint, Word, Excel)

Strong ability to use multiple systems and various report software to combine and synthesize information

Strong verbal and written communication skills

Strong influencing skills

Ability to work independently

Able to facilitate problem solving

ADDITIONAL REQUIREMENTS

May provide back up support to customer service for some functions

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