Sales Operations Analyst II

On-site in Danvers, MA

Who We Are

Samsung HME America (Healthcare and Medical Equipment) is Samsung’s U.S. medical imaging organization, delivering advanced diagnostic solutions across Ultrasound, Digital Radiography, and Computed Tomography. We lead nationwide sales, marketing, service, and distribution of Samsung’s imaging technologies, partnering with healthcare providers to strengthen diagnostic capabilities, streamline clinical workflows, and support better patient care. Samsung HME America also serves as the global manufacturing center for Samsung’s mobile Computed Tomography (mCT) business, leading the development of advanced CT systems used by healthcare providers worldwide.

Backed by Samsung Electronics’ global technology leadership, our teams work closely with clinicians to translate real-world challenges into innovative imaging solutions. Our culture combines a sense of urgency, customer focus, and clinical collaboration to advance the future of medical imaging.

Role Description

Responsible for order processing, data entry and update, clinical applications invoicing, process & procedures, auditing, reporting, pipeline reviews, quote preparation, and support for all Sales and Marketing personnel.

Key duties and responsibilities, other duties may be assigned

Ensure Customer Satisfaction

• Reduce lost accounts by diffusing cancellation requests; Meet or exceed sales call activity goals for proactive account retention
• Propose customer solutions that are compliant with appropriate local, state and federal regulations
• “Save, Secure, and Convert” by handling all customer cancellation requests, providing ongoing education of contract details to existing customers, and by obtaining customer contract and up-sell commitments during face-to-face interactions when necessary
• Cultivate long-term relationships at all levels of customer organizations and within the Company
• Handle customer complaints efficiently to maintain high satisfaction levels
• Analyze sales data to identify trends, patterns, and opportunities for improvement
• Prepare and present sales reports and dashboards to senior management
• Support the development and implementation of sales strategies and initiatives
• Collaborate with sales teams to ensure alignment with business goals
• Provide detailed reports to sales, marketing, and senior leadership

CRM Management

• Manage the CRM platform to ensure it supports all aspects of the company’s operations
• Train and guide staff on effective use of the CRM system
• Create leads, accounts, opportunities, and accounts in CRM
• Update all pipelines in CRM
• Communicate with Sales Account Executives and Business Development Managers on a regular basis and hold them accountable for the action items noted in their opportunities
• Monitor, assess, and maintain data quality using data quality tools
• Develop, maintain and distribute automated sales & marketing reporting dashboards and as well as general intelligence and ad-hoc queries and report through a variety of data sources
• Manipulate and present data in Excel, including but not limited to spreadsheet presentation, pivot table analysis, and PowerPoint
• Build and maintain sales operations program models to increase productive workflow
• Liaise with relevant teams to resolve discrepancies in data

Order Processing

• Complete vendor registration for new accounts
• Review, validate, and confirm purchase orders
• Process sales orders and submit order confirmation to customer
• Serve as the primary contact for high-level accounts, ensuring exceptional customer experience
• Develop and maintain strong relationships with customers
• Address and resolve any escalated issues or concerns from high-level customers

Qualifications and Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience

• BA/BS in Business Administration, Communications, Marketing or other related discipline preferred
• 2+ years of experience in sales operations on a related role
• Familiarity of CRM best practice and Prospect Management System operations
• Must possess excellent verbal and written communication skills and work effectively in a demanding, fast paced environment
• Must be able to assemble facts from various areas, analyze data, and provide informed recommendations to management

Computer & Analytical Skills

• Experience with ERP, preferably Microsoft Dynamics Great Plains
• You must be excellent with technology, be able to present using a laptop, tablet, or via the web
• Must be able demonstrate proficiency with MS Office package, including Excel, Word, and PowerPoint; as well as Outlook, Internet Explorer, and Google Chrome

Competencies

• High attention to detail
• Understanding of terminology and ability to share and communicate effectively within the group
• Ability to organize and prioritize tasks resulting in consistent productivity
• Ability to function within and support a team environment and build strong working relationships
• Dependable and punctual
• Ability to meet accuracy and productivity goals
• Good problem solving skills, ability to evaluate situation and prioritize factors in decision making
• Self-motivated, utilize available resources for self-improvement and development
• Flexible: able to follow directives and accomplish tasks outside of normal duties

Physical Requirements

• Occasionally lift and /or move up to 25 pounds
• Frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear
• Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus

Benefits

We offer a comprehensive benefit package which includes:

• Medical (Blue Benefit Administrators): 5 PPO Plans (with up to 95% employer contribution)
• Dental (Blue Cross Blue Shield): 2 PPO Plans (with up to 80% employer contribution)
• Vision (Blue Cross Blue Shield): 100% company paid
• Short/Long Term Disability, Life & AD&D (The Standard): 100% company paid
• 401k Retirement (Fidelity): 100% company match up to 5%
• Tax Deferred Health Care Savings Programs
• Accident Insurance, Critical Illness, Hospital Indemnity, Pet, Legal, ID Theft
• Generous paid time off, tuition reimbursement, and more!

Inclusion and Diversity Statement: We are an Equal Opportunity Employer and value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law. We are committed to providing reasonable accommodation to individuals with disabilities throughout the application and employment process. If you require assistance or accommodation, please contact Human Resources.