Position Overview:
To provide a high standard of sales support to ParagonCare's Business Unit Managers and Business Development Managers, always ensuring exceptional customer service. The role is responsible for building customer sales and loyalty through prompt, professional engagement and the proactive management of designated accounts. This position works collaboratively within the operations function and across customer service and finance to support seamless end-to-end outcomes.
KEY PERFORMANCE INDICATORS (KPI):
- To provide timely responses to queries raised by the sales team. Service Level Agreement of 75% of responses to queries should be delivered within 24 hrs of receiving the query.
- Provide actionable intel to Business Unit Manager to further improve efficiency and service offering.
- All regular reporting to be completed in a timely manner.
HEALTH AND SAFETY RESPONSIBILITIES:
- Report any unsafe situations or equipment that you are aware of to the relevant manager,
- Report any injury or near miss you are involved into your manager within 24 hours either verbally or in writing using the incident report form,
- If seriously injured at work cooperate with ParagonCare's Return-to-Work Coordinator to help you get back to work,
- Assist in the implementation of all OH&S policies/procured/processes that may be developed by the company,
- Participate and assist with health and safety training, risk assessments and OH&S inspections,
- Follow the OH&S expectation and responsibilities as outlined in the SMS manual,
- Ensure that contractors and trades people you engage comply with ParagonCare contractor expectation and requirement as they are described in the SMS manual.
POSITION AUTHORITIES:
As authorised by your manager.
POSITION RESPONSIBILITIES:
- Participate in the ISO/9001 Quality System training.
- Ensure work performed is in accordance with the quality policy and manual and quality procedures, processes and work instructions associated with the ISO/9001 Quality System.
- Respond promptly and politely to telephone calls from select customers on matters relating to product availability, pricing, delivery, order status and product information.
- Respond promptly and politely to telephone calls from the sales team on matters relating to product availability, pricing, delivery, order status and product information.
- Provide administrative and analytical support to the ParagonCare Aged Care and Community team.
- Develop reports as required and requested.
- Be conversant with the customer / marketplace and strive to have an up-to-date knowledge of key competitors and their strategies.
- Inform the Business Segment Team Members of any factors in the marketplace, which may affect the company's sales and marketing efforts.
- Update and maintain current customer records, analysing same for buying habits and value per account and feeding this information back to Business Unit Manger.
- Assist sales team with data gathering related to tender submissions and other customer sales activities.
- Liaise and create excellent working relationships with all internal and external colleagues, customers and clients.
- Prompt and efficient follow through on business requests.
- Value add approach.
- Adhere to ParagonCare's policies and procedures.
- Other related duties as directed by your manager.
PERSONAL SPECIFICATIONS
ESSENTIAL
Experience:
- 12 months experience in a business/sales related role OR
- 12 months experience in Customer Service/Sales Support role
- Experience within the medical industry is desirable.
Education / Qualification:
- Associate or Bachelor's degree in any business course.
- Sales and Marketing qualifications are desirable.
Skills & Ability (Competencies):
- High level of computer literacy particularly MS Excel and Word.
- Strong analytical skills and business acumen.
- Strong product knowledge of Medical Consumable lines
- Experience in using Power BI
- Experience working with JDE systems
Personal Characteristics
- Outstanding communication skills
- Honest and friendly nature
- Enjoys working as part of a team
- Motivated with a Can Do attitude
- Demonstrated flexibility in working in a small team environment.
- High attention to detail
- Works pro-actively and can work independently
