Regional Operations Support Specialist

Kerecis - Arlington, VA

Full-time

Arlington, VA

Merchant Wholesalers, Durable Goods

About the position

The Regional Operations Support Specialist (ROSS) plays a crucial role in supporting the Kerecis Sales region or regions by facilitating various sales operations processes and ensuring customer satisfaction. This position involves a wide range of responsibilities, including coordinating benefit investigations, managing customer orders, confirming orders, overseeing inventory management, handling product shipments, and managing invoicing and collections. The ROSS acts as a vital link between the sales team and customers, ensuring that all customer-related issues are resolved efficiently and effectively. The primary goal is to ensure that sales operations run smoothly, allowing customers to receive the full value of the products in a timely manner. In addition to managing customer interactions, the ROSS is responsible for supporting the sales team by shipping samples and brochures, enforcing compliance with the CRM system, and providing necessary administrative training. The role requires a proactive approach to problem-solving, as the ROSS must address any deviations related to customer satisfaction and coordinate with relevant departments within the company to resolve issues. This position is essential for maintaining a high level of customer service and operational efficiency within the sales region. The ROSS will also oversee the product inventory in their region, ensuring that an adequate supply of products is always available to support sales operations. This includes processing and coordinating the submission of new accounts, managing daily and monthly reports related to orders and sales, and collecting feedback from the region to implement improvements in U.S. operations. The ROSS will educate the sales force on proper inventory management and product handling to ensure compliance with FDA regulations, and will serve as the first line of escalation for the sales team. Overall, the ROSS is a key player in ensuring that the sales operations are effective and that customer needs are met promptly and satisfactorily.

Responsibilities

• Regional responsibility for receiving and ensuring processing of benefit investigations, customer orders, shipping, invoicing, collections, as well as fielding and directing customer inquiries.
• 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.

Requirements

• Bachelor's degree from an accredited college or university
• Minimum three 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 a 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