Sales Operations Manager

About the job

The Sales Operations Manager supports the organization by working directly with customers to ensure customer account and order accuracy, timeliness, and completeness — promptly following up on customer concerns and providing a high level of service. The employee coordinates with internal teams — Production Planning, Warehouse Distribution, Quality, and IT — to plan for customer demand.

Role Responsibilities:

  • Verify licensing for accounts; work with Sales Representatives to obtain necessary documentation.
  • Accurately and quickly process orders.
  • Place outbound calls to customers and potential customers, following up on order details and/or with inquiries about business needs for our products.
  • Complete customer intake documentation regarding complaints thoroughly, accurately, and efficiently.
  • Follow up on non-medication complaints to completion of issue. Escalate medication-related concerns per SOP guidance.
  • Submit credit requests.
  • Recognize errors and anomalies, and appropriately escalate for resolution.
  • Sales support functions as requested, including sending invoice copies, documentation requests, marketing information, etc.
  • Build relationships with sales structure and customers to ensure comprehensive management of customer account needs.
  • Cross-sell products.
  • Facilitate online ordering setup and training for all customers. Encourage use of the electronic tools; understand and escalate concerns.
  • Report out sales internally on a weekly basis.
  • Monitor inventory levels and adjust customer forecasts as needed, based on sales history and/or customer feedback.
  • Work closely with Sales to support their territories. Learn their styles, cycles, and business changes to anticipate changing needs.
  • Work closely with customers to learn their needs, and communicate them to the appropriate party.
  • Learn the Fagron organization to understand business processes. Use your chain of command to escalate problems, but demonstrate knowledge of organizational accountabilities.
  • Other duties as assigned.

Set yourself apart


  • High school degree.
  • Strong attention to detail — our products are used in medical settings, and accuracy is a must.
  • Excellent communication skills — both written and verbal.
  • Ability to maintain composure under stress.
  • 2–3 years of customer service experience, handling inbound business-to-business customers preferred.
  • Demonstrated proficiency in Microsoft Office Tools — Excel, Outlook, Word applications especially.
  • AX or other ERP system experience is strongly preferred.
  • Willingness and ability to deliver unpleasant information in professional and honest manner, when necessary.
  • Strong work ethic and organizational skills.

What’s on offer?

Fagron US offers its associates competitive compensation and a wide range of benefits including a 401(k) plan with a generous company matching contribution; medical, vision and dental; health savings account (HSA); holiday/paid time off.


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