Sales Ops Administrator

This is a remote position.

OVERVIEW

The Sales Operations Administrator is the dedicated support layer between Pipeline Medical's Account Managers and Operations. The role exists to take recurring order-lifecycle administration off the sales team so sales can focus on selling. Day to day that means owning backorders, non-shipping and rejected orders, alternative and substitution research, warehouse reroutes, weekly allocations, and pricing and Savings Analysis Quote (SAQ) preparation.

The position reports into Sales and works in close daily partnership with Operations; success in this role depends on being trusted by both. It is a detail-heavy, high-follow-through position in a fast-moving technology environment. Effectiveness is measured by administrative hours returned to the Account Management team, by resolution speed on backorder and reroute tickets, and by how rarely a customer is the first to discover a problem with their order. Pipeline expects this role to be AI-forward: the person in it uses AI tools daily and is expected to automate their own recurring work rather than simply absorb it.

RESPONSIBILITIES

Backorder, Non-Shipping & Reroute Management

• Work the daily backorder and non-shipping reports from our partners, and identify affected orders before the customer does.

• Liaison between Operations and Sales to monitor orders sitting in processing, rejected, or on-hold status and drive each one to a confirmed ship date or a documented resolution. Making sure that each customer knows the status of each order.

• Check stock across all partner warehouses rather than the prime warehouse alone, and submit reroute requests whenever inventory is available elsewhere.

• Own the backorder ticket queue end to end, updating the Account Manager and the customer at each status change rather than on request.

• Track ticket age and escalate anything approaching the service threshold to Operations and to Sales leadership.

Alternatives & Substitution Research

• Identify and propose comparable alternatives whenever a product is unavailable, including manufacturer, size, configuration, and packaging equivalents.

• Verify that Operations-suggested substitutes are genuinely comparable before they reach the Account Manager or the customer.

• Maintain a reference library of accepted substitutions by product category so the same research is not repeated.

• Flag products that are missing or inactive in the Pipeline catalog and submit PID creation requests so customers can find and order them.

Allocation Management

• Process the weekly allocation reports, prepare the per-physician allocation communication, and load allocated items into customer carts for one-click ordering.

• Track allocation uptake through the cycle and escalate unclaimed allocations to the Account Manager before they lapse.

• Coordinate allocation transfers between accounts when a customer declines, including the ticket to move quantity to another account number.

• Maintain the allocation tracker so Sales leadership can see claimed, declined, and expiring allocations at any point in the month.

Pricing Analysis & Savings Analysis Quotes

• Oversee the Savings Analysis Quote (SAQ) process, comparing a customer's current pricing against Pipeline contract and GPO pricing, with the supporting line-item detail.

• Reconcile portal pricing against contract and invoice pricing, and raise discrepancies internally before they reach the customer.

• Prepare pricing and savings summaries for quarterly business reviews, renewals, and new account onboarding.

Coordination & Reporting

• Serve as the standing point of contact between Account Management and Operations on order exceptions, and document what was agreed.

• Maintain accurate order, ticket, and account records in Zoho CRM so status is visible without a phone call.

• Produce a weekly summary of backorders, reroutes, allocation uptake, and open tickets for Sales leadership.

• Document standard operating procedures for each recurring workflow.

• Flag systemic issues in data, process, or tooling with specific supporting examples, so recurring problems are fixed at the source rather than absorbed indefinitely by this role.

AI & Workflow Automation

• Use AI tools daily to compress the manual work in this role: drafting allocation and backorder communications, summarizing and comparing reports, extracting data out of vendor portals and documents, and checking product specifications during substitution research.

• Build and maintain lightweight automations for the recurring workflows in this role, and document each one clearly enough that it survives a handover.

• Identify which parts of this role should not exist twelve months from now, propose how to automate them, and work with the technology team to get them built.

• Check AI output before it reaches a customer or an Account Manager. The accuracy standard does not change because a tool produced the draft.

Requirements

Experience

• Minimum 3–5 years of experience in sales operations, sales support, customer service, or order management, within medical, surgical, pharmaceutical, or another regulated distribution environment.

• Hands-on experience with distributor and manufacturer portals,including stock lookup, backorder and non-shipping reports, and substitution research.

• Bachelor's degree preferred, or equivalent practical experience in a related administrative function.

Skills & Competencies

• Working knowledge of CRM platforms and Microsoft/Google Sheets, including formulas and pivot tables. Zoho experience is a plus.

• Ability to read product specifications and judge whether an alternative is a true equivalent, and the judgment to escalate rather than decide when it is not clear-cut.

• Strong, current AI skills are required rather than preferred. Daily working use of AI assistants for research, data extraction, drafting, summarization, and analysis, and the ability to write prompts that produce reliable, repeatable results.

• Demonstrated experience automating repetitive work, whether through AI tools, no-code automation platforms, scripting, or CRM workflow builders. Candidates should be able to walk through something they automated and what it saved.

• Strong attention to detail and comfort working with data accuracy and volume under deadline pressure.

• Clear written and verbal communication in English.

• Ability to apply critical and analytical thinking to problem-solve issues and streamline tasks.

Additional Qualities

• Self-motivated and a self-starter — able to manage recurring workflows independently with minimal supervision.

• Ability to work collaboratively with cross-functional teams in a remote, metrics-driven environment.

• High discretion and sound judgment given regular exposure to pricing and account information.

• Comfortable operating between two teams with competing pressures, and persistent enough to chase an answer to closure without escalating every time.

• Treats repetitive manual work as a problem to solve rather than a job to protect.