Sales Administration Analyst - CuraScript at Evernorth - On-Site - Lake Mary, FL

POSITION SUMMARY

The Sales Administration Analyst applies standard techniques and procedures to routine instructions that require professional knowledge in specialist areas.

The Sales Administration Analyst may also serve as primary contact and liaison between one or more major customers, Service Centers, among other functional areas.

As a Sales Administration Analyst you will have the opportunity to determine best method to resolve problems ensuring customer satisfaction and adherence to company policies.

Helping to monitor and review customer service standards, and assist in management and maintaining customer information databases.

The Sales Administration Analyst will assist with customer follow-up where more in-depth knowledge of company products and services is required.

Must have thorough technical knowledge of assigned products and excellent communication skills.

Provides standard professional advice and creates initial reports/analyses for review.

May provide guidance, coaching, and direction to more junior members of the team in Customer Service.

ESSENTIAL FUNCTIONS


* Perform and facilitate administrative duties as a primary contact for Sales teams/dept through account support and issue resolution.


* Independently resolves escalated, complex customer conflicts including but not limited to: product, order placement, eligibility, standing orders, contract administration, credit requests and returns.


* Effectively communicate with customers and sales reps, proactively documenting and triaging requests; identifying and clarifying supportive needs while working toward solutions.


* Assist with new employee training as well as ongoing for existing reps as Primary SME.


* Effectively collaborate with internal departments to resolve customer issues, including the Sales, Credit, Contracts, Accounting and Shipping Services departments.


* Multi-task between several issues with ability to prioritize requests to maximize customer satisfaction.

QUALIFICATIONS


* High School diploma or equivalent is required, some college preferred.


* 3+ years relevant business experience.


* At least one year of CSD Customer Service escalation support, help desk, application support, and other front end support position experience.

Senior or escalated role experience is preferred.


* Advanced PC skills including Microsoft Office suites, SharePoint, Business Objects, Internet, email, and web/ecomm platform support.


* Extensive knowledge of CSD products and services a must.


* Intermediate knowledge of ecommerce platforms, customer facing ordering and windows based applications.


* Experience training and coaching others.


* Excellent phone presentation and communication skills.


* Demonstrated ability to handle challenging customers in a professional manner.


* Willingness to work a flexible task list.

If you will be working at home occasionally or permanently, the internet connection must be...