4127 - 41324 Inside Sales and Customer Support Rep - TSS & S2S

DeRoyal is an Equal Opportunity/Affirmative Action employer. Interviewing and hiring practices at DeRoyal do not discriminate on the basis of race, color, sex, sexual orientation, gender identity, age, national origin, physical or mental disability, genetic information, veteran status or any other category protected by law.

Inside Sales and Customer Support Rep - TSS & S2S

Customer-focused inside sales and Non-Acute sales professional responsible for supporting and growing the TSS/S2S business. This role partners with the IDN & Medical Group Team by delivering responsive customer service, managing inbound and outbound engagement, and maintaining a consistent account cadence across TSS accounts.

Customer Support

• Prioritize customer inquiries & requests to maintain communication and customer relationships across assigned TSS accounts.
• Follow up within 24 hours on all new inquiries, leads, and customer requests
• Collaborate with the IDN & Medical Group to support continuity for TSS / S2S customers and improved customer experience

Inside Sales & Account Growth

• Utilize TSS & S2S product knowledge to detail products, support customer service requests, and sell products to customers.
• Complete an assigned number of phone calls and emails per day to ensure accounts are properly managed, meeting or exceeding outbound campaigns and prospecting goals.
• Monitor account health vs baseline; identify account volatilities to design and execute clear improvement approaches

Communication, CRM & Cross-Functional Coordination

• Maintain TSS/S2S CRM discipline (e.g., Salesforce.com), forecasts, and account plans.
• Keep an organized log of communications made daily in CRM (e.g., Salesforce.com), with a dated next step and disposition on every meaningful connect.
• Engage and communicate with IDN Specialists regarding region progress updates, including at-risk accounts, open quotes, and customer follow-ups.
• Work with other departments, such as Marketing and Customer Support, and coordinate with DeRoyal Medical Group reps so activity never conflicts with an assigned local owner.
• Provide feedback on talk tracks, sales approach, and process gaps with solutions for improvements

Education and/or Experience

• Bachelor's degree (B.A./B.S.) preferred; equivalent combination of education and experience considered.
• Minimum two (2) to four (4) years B2B inside sales, telesales, or customer service / account management experience; healthcare, med-surg, non-acute / alternate-site, or distribution experience strongly preferred.
• Demonstrated success with high-volume outbound calling, customer service request handling, and quote and order follow-through.
• Comfort working from CRM dashboards, call lists, and daily activity targets.

Language Skills

Ability to read, analyze, and interpret business correspondence and reports. Ability to write clear emails and CRM notes. Ability to effectively present information and respond to questions from customers, managers, and cross-functional partners by phone and video.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to interpret sales dashboards and simple forecasts.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to prioritize a mixed queue (customer requests, orders, quotes, outbound calls) without constant supervision.

Other Skills and Abilities

Must be proficient with computer software including Microsoft Word, Excel, PowerPoint, Outlook, Salesforce.com (or equivalent CRM), Continuum Reports or similar sales analytics, and virtual platforms (Zoom, Microsoft Teams). Experience with dialer platforms (e.g., Five9 or equivalent) preferred. Possesses a professional phone presence and the ability to communicate clearly with customers; disciplined follow-up; and comfort coordinating with MSS Specialists, DeRoyal field, and internal departments without creating channel conflict.