Product Support Coordinator
Job Title: Product Support Coordinator
Reports to: Director of Merchandising
Status: Non-Exempt/Hourly
Hours: Full Time (M-F/Typically 8am-5pm, based on business needs)
Requirements for this job:
EDUCATION and/or EXPERIENCE:
- Associates degree in business, marketing, or a related field preferred.
- 3-5 years of office experience, with previous experience in customer service, sales or marketing dealing with medical products.
- Excellent communication skills, must be able to communicate effectively with co-workers, customers and vendors.
- Excellent data entry skills, acute attention to detail, and highly process oriented.
- The ability to effectively multi task is critical.
- Must be proficient with Microsoft Office programs (Word, Excel., PowerPoint)
Responsibilities:
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
- Collaborate with all departments as the go to contact to maintain accurate product data in ML systems including Solomon, Agility, the web site, and retail price changes.
- Facilitate the Cut & Paste exercise during catalog cycles.
- Coordinate with off-site Managers as the liaison to the Creative team.
- Collaborate with Product Managers and Brand Development Managers for ongoing, regularly scheduled campaigns, reprints and pickup ads as well as work with production to ensure printed quantity, quality and dates are met.
- Responsible for ensuring all information and the workflow associated with each project are accurate and complete in our systems.
- Verify format and accurately load the NPL template based on new product info from Product Managers and Brand Development Managers.
- Coordinate New Product/Existing Product listing and obtain samples needed for photo shoots, ensuring deadlines and other needs are met.
- Continue to identify areas where we can make process improvements to enhance the success of the teams at MarketLab.
- Assist Product Managers and Brand Development Managers in coordinating samples, prototypes, etc. as needed to support the product development process.
- Coordinate all aspects of Tradeshow logistics and deliverables when we are exhibiting. Minimum travel may be required.
- Back up for other Product Support Coordinators, and Product Managers as needed.
- Answer product questions from Customer Care as needed when Product Managers are unavailable.
- Other duties as assigned by Director of Merchandising.
COMPETENCIES include the following:
- Business Acumen - Understands business implications of decisions. Displays orientation to profitability. Demonstrates knowledge of market and competition. Aligns work with strategic goals.
- Change Management - Individual adapts and manages frequent changes in the work environment, delays or unexpected events through formal and informal channels. Develops workable implementation plans. Communicates changes effectively. Builds commitment and overcome resistance. Prepares and supports those affected by change. Monitors transition and evaluates results.
- Communication - Individual communicates effectively both verbally and written with superiors, colleagues and individuals inside and outside the company.
- Customer Focus - Proactively seeks and delivers information to assist with customers’ circumstances, problems, expectations and needs. Builds positive rapport and cooperative relationships that influences the customer experience score.
- Professionalism - Demonstrates a professional, confident and positive presence. Speaks with a self-assured tone of voice and maintains an enthusiastic demeanor.
- Teamwork - Conveys passion and rallies team members when challenged with a difficult goal. Keeps focused and on track and resolves any interpersonal issues arising that may jeopardize team success. Prompts others to contribute knowledge and information to assist the team.
- Quantity of Work - Work output of employee, builds due dates into assignments, prioritizes and plans work, effectively manages obligations to ensure expected results and realistic action plans. Holds self and others accountable to meeting targets. Confirm that actions agreed upon have been taken.