Regional Operations Support Specialist

Job Description

Job Description

Description :

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.

This full-time role is based in a Kerecis office and reports to the Regional Operation Support Manager.

Essential Functions

• 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

Requirements : Competencies

Education & Experience

This description is not intended to be a complete description of all duties and responsibilities of this position, but is rather intended to act as a guideline of the general work to be performed. Actual work and further detail of responsibility is dependent upon the specific scope of project assigned. Kerecis is an equal opportunity employer.