Regional Operations Support Specialist
Coloplast · Arlington
The Regional Operations Support Specialist (ROSS) supports a Kerecis Sales region or regions to facilitate sales operations processes, perform issue resolution for the Sales team, and ensure customer satisfaction. This includes coordinating benefit investigations, customer order receival, order confirmations, inventory management, product shipments, invoicing and collections. The ROSS also supports specific interactions with the Company’s sales team, including shipping samples and brochures, enforcing CRM system compliance, and providing administrative training.
The ROSS is responsible for solving all customer-related deviations to ensure customer satisfaction. This includes ensuring efficient operation and support of customer interactions so that any issues are fully coordinated with relevant parties in other Company departments. The overall goal is to ensure that the sales operations run smoothly, and the customer receives full value for the product in a timely manner.
The ROSS is a full-time position based in a Kerecis office. The ROSS reports to the Regional Operations Support Manager.
Major Areas of Accountability
- Regional responsibility for receiving and ensure processing of benefit investigations, customer orders, shipping, invoicing, collections, as well as fielding and directing customer inquiries. This includes direct customer orders, bill only orders, as well as trunk stock and sample requests.
- Assist with the creation and updating of Customer Operations Department COD Standard Operating Procedures (SOPs) in the Employee Handbook & Operations Guide.
- Process and coordinate the submission of new accounts including online and paperwork submissions via Greenlight Medical, MedApproved, direct PDF forms, etc., in coordination with Sales Representatives and the Regional Directors.
- Oversee the product inventory in their region and ensure an adequate supply of product is always on hand to support sales operations.
- Ensure all daily and monthly reports are disseminated for orders, sales and Benefit Investigations (BIs).
- Collect product and process feedback from the Region and implement processes and systems to better help our U.S. operations
- Educate the sales force on proper inventory management and product handling to be compliant with the FDA
- Train the sales team in the region on administrative tasks
- Be the first line of escalation for the sales team
- Perform other duties assigned by management
- Kerecis employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
- Other job duties as assigned
Basic Qualifications
- Bachelor's degree from an accredited college or university
- 3+ years of work experience
- Strong communication and process enforcement skills
- Superior organization: ability to prioritize, plan and adhere to deadlines
- Ability to work in an intense, fast paced, matrixed, multinational work environment
- Team player capable of working effectively with variety of departments
- Self-motivation, ability to work with limited supervision
- Strategic, analytical approach and thorough understanding of sales and inventory management
- Effective communication and strong interpersonal skills
This job description is intended to set forth the core functions required for this position and describe the general nature of the work to be performed. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Job duties, responsibilities and activities may change or be supplemented at any time as necessary. Kerecis is an Equal Opportunity Employer.
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