Sales Support Representative

Description:

Join Mindray North America and help shape the future of patient care.

Mindray is a global leader in medical technology, delivering advanced patient monitoring systems, anesthesia machines, ventilators, and ultrasound solutions trusted in hospitals and critical care environments worldwide. Unlike many larger competitors, Mindray combines cutting-edge innovation with unmatched value, giving healthcare providers access to reliable, feature-rich technology without compromise. Our culture is built on collaboration, integrity, and a drive to equip caregivers with the tools they need to deliver exceptional care.

Fast facts about Mindray:

• Founded in 1991, with 14,000 employees worldwide
• 8 global R&D centers, investing ~10% of annual revenue into innovation
• North American headquarters in Mahwah, NJ, with 40+ international subsidiaries

Job Summary

The Sales Support Representative provides professional and efficient administrative support to Mindray’s sales organization by managing customer orders, inquiries, and issue resolution. Based in Mahwah, NJ, this role serves as the primary liaison between Sales, Operations, and other internal teams to ensure orders are processed accurately and delivered on time. The position requires strong communication skills, attention to detail, and the ability to thrive in a fast-paced environment.

What You’ll Do

• Serve as the primary point of contact for the assigned sales organization, providing support and guidance related to patient monitoring, anesthesia, telemetry, and ultrasound product orders, inquiries, and issue resolution.
• Responsible for managing sales orders throughout the entire order lifecycle, processing transactions within SAP and Salesforce while ensuring accuracy, compliance, timely fulfillment, and effective issue resolution.
• Analyze order, pricing, and fulfillment issues and partner with cross-functional teams to drive timely resolution.
• Collaborate closely with Planning, Logistics, and Shipping teams to ensure timely order fulfillment and proactive communication of any delays or exceptions.
• Assist Sales and Technical Support teams with the processing of return and replacement orders, including unauthorized return investigations, return authorization follow-up, issue resolution, and submission for processing.
• Investigate and resolve pricing discrepancies, purchase order variances, and order-related exceptions to ensure accurate order execution and customer satisfaction.
• Communicate and collaborate with cross-functional departments, including Sales, Technical Support, Credit & Collections, Finance, and Logistics, to resolve pricing, invoicing, shipping, and order-related discrepancies.
• Review, evaluate, and process requests for credits, pricing adjustments, and discretionary discounts in accordance with company policies and approval guidelines.
• Provide exceptional support to internal and external customers by responding to requests related to order status, purchasing history, product information, and other sales support inquiries.
• Participate in cross-training initiatives to support business continuity, operational flexibility, and overall team effectiveness.
• Participate in departmental initiatives, process improvement projects, reporting activities, and other assignments that support sales operations objectives. 

Knowledge/Educational Requirement

• Associate's degree preferred or equivalent combination of education and relevant experience. 
• 3+ years of experience in sales support, customer operations, order management, or a related field.
• Proficiency in Excel, Microsoft Word, Outlook

Skills and Abilities:

• High level of attention to detail is necessary
• Experience working within ERP systems (SAP preferred) and CRM platforms (Salesforce preferred) required.
• Strong analytical and problem solving skills
• Strong written and verbal communication skills
• Ability to manage multiple priorities in a deadline-driven environment
• Ability to function as a team member and work independently
• Ability to be in office 3 days a week

Mindray North America offers a competitive compensation package and comprehensive benefits, including a 401(k) with company match, tuition reimbursement, paid time off, disability coverage, FSA/HSA options, and more—all within a dynamic, supportive, and collaborative work environment.

Mindray North America is an Equal Opportunity Employer M/F/D/V. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, marital status, ethnicity, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, or any other legally protected status and will not be harassed or discriminated against. 

Requirements:

Equal employment opportunity, including veterans and individuals with disabilities.

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