Position Summary:
The Commercial Support Specialist supports field employees and customers with order management, loaner and consignment activities, reporting, and daily commercial operations. This role ensures smooth communication between internal teams, field staff, and customers, while helping to optimize operational and commercial process.
The ideal candidate is customer-focused, detail-oriented, and capable of handling multiple tasks in a fast-paced environment. The Commercial Support Specialist will represent the company in accordance with the company’s quality policy and procedures.
Essential Functions:
- Customer & Field Support
- Serve as the main point of contact for local customer inquiries and field employee requests.
- Process order entries, manage DOH held orders, and support backorder coordination.
- Prepare individual customer offers and assist with local tenders.
- Support field staff in urgent or spontaneous customer requests, ensuring timely resolution.
- Loaner & Consignment Management
- Coordinate loaner equipment with EDC and support local customer-facing activities.
- Administer local consigned loaners including shipment, collection, and refills.
- Maintain loaner and consignment contracts, reports, and follow-up actions.
- Reporting & Commercial Support
- Prepare and distribute price files and other commercial documentation to customers.
- Generate HCDP reports (monthly/quarterly) for purchasing groups, private hospital groups, and individual hospitals.
- Support field staff with documentation, transfers, and coordination for urgent inventory shipments.
- Process & Systems Coordination
- Utilize ticketing system to track issues and requests.
- Coordinate express deliveries and transfers.
- Maintain accurate records of customer interactions, shipments, and loaner activities.
Others
- Maintains conduct that is aligned with company quality policy and procedures, and protects confidentiality with proprietary information
- Stays current with all compliance training requirements
- Adheres to the letter and spirit of the company Code of Conduct, the AdvaMed Code, MedTech Code, and all other company policies.
- Ensures Compliance with applicable governmental laws, rules, and regulations, both in the United States and internationally, by completing introductory and annual training and maintaining knowledge of compliance as it applies to your role
- Represents the company in a professional manner and uphold the highest standards of ethical business practices and socially responsible conduct in all interactions with other employees, customers, suppliers, and other third parties
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Qualifications:
- Relevant work experience in customer support, commercial operations, or field support roles (experience can substitute formal education).
- Strong organizational, multitasking, and problem-solving skills.
- Excellent communication and interpersonal skills to interact with customers and field employees.
- Proficiency in MS Office and familiarity with ERP or CRM systems is a plus.
- Customer-focused, flexible, and able to work in a fast-paced environment.
Work Location: Hybrid remote in Northampton
