About the position
Tandem Diabetes Care is seeking a Specialist 1, Pump Sales to join our team in a remote capacity. This role is pivotal in managing territory pipelines by engaging with warm leads and inquiries to convert them into active sales opportunities. The Specialist will be responsible for understanding customers' needs and providing comprehensive information about the benefits of our products and services. This position requires a commitment to meeting and exceeding monthly sales goals while continuously enhancing selling skills and product knowledge. The Specialist will manage incoming calls, ensuring prompt follow-up and execution from inquiry to purchase, and will communicate effectively with potential customers through various channels including phone, email, SMS, and fax. In this role, you will be responsible for verifying order accuracy, relaying health insurance coverage, and addressing any barriers to therapy adoption through professional and persuasive sales techniques. You will document all interactions in our customer relationship management (CRM) system in compliance with HIPAA guidelines, ensuring superior customer support and adherence to company policies. Additionally, you will work closely with the Field Sales team to maintain proactive communication regarding order statuses and will be expected to stay updated on Tandem Diabetes Care products, diabetes care disease states, and competitor offerings. The Specialist will also participate in training programs and conference calls as directed by management, and will be involved in additional projects as assigned. This position is ideal for someone who is passionate about making a difference in the lives of people living with diabetes and is eager to contribute to a team that values innovation and customer care.
Responsibilities
- Proactively manages pipeline leads to ensure prompt follow up and execution from inquiry status to purchase.
- Responds to direct/distributor patient inquiries and requests from Territory Managers and Clinical Diabetes Sales Specialists.
- Communicates with potential customers via phone, email, SMS, and/or fax, educating them on the value and use of Tandem Diabetes Care products.
- Communicates with customers on status updates in the order process.
- Verifies accuracy of orders and relays health insurance coverage to customers.
- Efficiently responds to advanced customer inquiries and resolves patient barriers to therapy adoption.
- Documents interactions, calls, and lead information into the CRM system in accordance with HIPAA guidelines.
- Delivers superior front-line customer support by adhering to customer and sales support procedures.
- Maximizes call handling to achieve daily metrics.
- Converts competitor pump users to Tandem products.
- Manages customer relationships by administering aspects of the reimbursement process.
- Coordinates shipments of products to customers.
- Works as part of the support team to ensure proactive communication of order status.
- Maintains up-to-date knowledge of Tandem Diabetes Care products and diabetes care therapies.
- Attends and participates in conference calls and training programs as directed by management.
- Completes additional projects as assigned.
Requirements
- Bachelor's Degree or equivalent combination of education and applicable job experience.
- 1-year recent experience interfacing with customers in a sales support role.
- Experience in field sales or telesales in medical device, technology, or similar field.
- Experience being accountable for sales quotas in a fast-paced environment.
- Experience in patient diabetes education.
- Knowledge of diabetes and insulin pump therapy is preferred.
- Demonstrated ability to effectively communicate with customers to resolve issues and answer questions.
- Effective call handling skills and a proven track record of excellent customer service.
- Computer competency including MS Office and CRM systems.
Nice-to-haves
- Knowledge of durable medical equipment policies and health insurance providers.
- Bilingual English/Spanish preferred.
- Experience documenting calls while speaking to a customer.
Benefits
- Health care benefits including medical, dental, and vision insurance.
- Health savings accounts and flexible spending accounts.
- 11 paid holidays per year.
- A minimum of 20 days of paid time off starting in year 1.
- Access to a 401k plan with company match.
