POSITION SUMMARYThe Sales Administration Analyst applies standard techniques and procedures to routine instructions that require professional knowledge in specialist areas. The Sales Administration Analyst may also serve as primary contact and liaison between one or more major customers, Health Plans, Service Centers, among other functional areas. As a Sales Administration Analyst you will have the opportunity to determine best method to resolve problems ensuring customer satisfaction and adherence to company policies. Helping to monitor and review customer service standards, and assist in management and maintaining customer information databases. The Sales Administration Analyst will assist with customer follow-up where more in-depth knowledge of company products and services is required. Must have thorough technical knowledge of assigned products and excellent communication skills. Provides standard professional advice and creates initial reports/analyses for review. May provide guidance, coaching, and direction to more junior members of the team in Customer Service.ESSENTIAL FUNCTIONS
Perform and facilitate administrative duties as a primary contact for Sales teams/dept through account support and issue resolution.
Independently resolves escalated, complex customer conflicts including but not limited to: product, order placement, eligibility, standing orders, contract administration, credit requests and returns.
Effectively communicate with customers and sales reps, proactively documenting and triaging requests; identifying and clarifying supportive needs while working toward solutions.
Assist with new employee training as well as ongoing for existing reps as Primary SME.
Effectively collaborate with internal departments to resolve customer issues, including the Sales, Credit, Contracts, Accounting and Shipping Services departments.
Multi-task between several issues with ability to prioritize requests to maximize customer satisfaction.
QUALIFICATIONS
High School diploma or equivalent is required, some college preferred.
3+ years relevant business experience.
At least one year of CSD Customer Service escalation support, help desk, application support, and other front end support position experience. Senior or escalated role experience is preferred.
Advanced PC skills including Microsoft Office suites, SharePoint, Business Objects, Internet, email, and web/ecomm platform support.
Extensive knowledge of CSD products and services a must.
Intermediate knowledge of ecommerce platforms, customer facing ordering and windows based applications.
Experience training and coaching others.
Excellent phone presentation and communication skills.
Demonstrated ability to handle challenging customers in a professional manner.
Willingness to work a flexible task list.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.About Evernorth Health ServicesEvernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.Qualified applicants with criminal histories will be considered for employment in a mannerconsistent with all federal, state and local ordinances.The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
