Supervisor, Inside Sales

We Make Life More Rewarding and Dignified 

Location: Libertyville 
Department: Marketing 

Summary

The Supervisor, Acute Care will be responsible for leading the Acute Care (AC) inside sales team and aid with facilitating and building ongoing relationships with clinicians for the purposes of driving advocacy of Secure Start Services (SSS) in the hospital. The supervisor will also lead ongoing collaboration with field sales, regional managers, and territory managers. This role will actively engage with the National Sales Manager, Region Managers, Secure Start Services Consumer as well as the Ostomy Marketing team to support the overall Ostomy business unit strategies. Hollister Incorporated is operating in a hybrid-working environment

Responsibilities

• Manage, Develop and Coach direct reports.
• Ensure continued development of inside sales team to drive towards strategic plan.
• Lead the team in executing service metrics aligned with the Ostomy Strategic Plan.
• Identify targeted hospitals and appropriate clinical contacts.
• Collaborate with Territory Manager and Region Manager to ensure consistent messaging and to drive advocacy of SSS.
• Provide additional support to clinicians on issues/concerns as needed.
• Ensure strong levels of customer satisfaction by regular mining satisfaction surveys and soliciting feedback from customers and call monitoring monthly.
• Ensure compliance to enrollment process, adherence to written signature consent and unsubscribe processes.
• Manage data integrity by supporting associate error correction from reporting supplied by US Data, System and Analytics team.
• Achieve annual performance metrics established for team.
• Ensure all processes are being adhered to (in partnership with department trainer) and are effective and efficient.
• Address any acquisition operational issues in a timely manner, ensuring proactive communication with internal and external customers.
• Monitor service levels and utilize reports and analytics to make necessary adjustments to ensure customer satisfaction levels remain high (level 5 satisfaction).
• Co-travel in the field strategically and as necessary to attend regional meetings, customer visits or conferences, etc. (Please note that vaccination against COVID-19 is a requirement for co-travel / visiting customers.)
• Provide timely customer and consumer needs input and feedback or planned marketing pieces and enrollment forms.
• Communicate effectively with Ostomy Sales leaders to identify further opportunities for SSS advocacy.
• Ensure coordination and delivery of sample orders are processed timely and accurately.
• Collaborate cross-functionally and communicate team updates with the SSS/Customer Service Leadership team.
• Collaborate with the Data, Reporting and Analytics team to generate reports that will guide account targeting for Acute Care teams and audit metrics on a quarterly basis.
• Promote an inclusive team environment that ensures strong morale and high associate engagement.
• Use templates to actively update and coach/develop associates through regularly scheduled bi-weekly feedback sessions. Leverage coaching techniques to support coaching conversations.

Essential Functions of the Role

• Communication.
• Strategic thinking and change management skills.
• Effective time management and flexibility to quickly adapt to change.
• Leadership/Management skills.
• Sitting or standing at a stationary workstation for 8-hour intervals.
• Ability to work greater than 40 hours if need arises.
• Ability to travel 2-3 times quarterly.

Work Experience Requirements

• Minimum 5 years in sales or customer service capacity (or equivalent work experience)
• Minimum 1 year of leadership experience preferred.
• Work related experience in the health care industry preferred.

Education Requirements

• Bachelor’s Degree required.

Specialized Skills/Technical Knowledge

• Strong cross-functional leadership skills and business acumen.
• Ability to lead and adapt positively through change.
• Strong interpersonal skills and relationship building.
• Excellent listening and communication skills, verbal and written.
• Strategic thinking, independent problem solving and analytical skills.
• Experience with inside sales, customer service and account management.
• Goal oriented self-starter with strong attention to detail and results oriented focus.
• Manages time effectively and adapts quickly to changing priorities.
• Demonstrated organizational skills with emphasis on multi-tasking.
• Initiative and ability to drive continuous process improvement.
• Computer knowledge, Salesforce.com, Microsoft Office Suite, Windows based navigation, etc.

About Hollister Incorporated

Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.

Our Total Rewards package in aggregate is above market and includes competitive pay, generous paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, generous retirement savings, and a unique Benefit of Employee Share Ownership Program (BESOP). 

Hollister is an EO employer – M/F/Veteran/Disability
Job Req ID: 33213