Director of Customer Service Operations

Our client, a leader in restoring health and improving the quality of life for patients with physical disorders, is hiring a Director of Customer Service Operations to join their U.S. team. This role is critical in directing the operations team, streamlining processes, and working with the ERP system. Responsibilities: Lead and manage the operations team of seven direct reports, focusing on talent development, training, and performance improvement to meet organizational goals Oversee the processing of field and hospital orders, ensuring the accurate and timely delivery of products to over 220 distributors and 2,000 hospitals nationwide Drive the implementation of new strategies, standard operating procedures (SOPs), and process improvements that consistently meet or exceed monthly and quarterly revenue targets Manage relationships with third-party logistics (3PL) partners and negotiate shipping rates with FedEx and DHL for both domestic and international shipments Lead key initiatives, including developing sales application to improve sales team performance and updating and managing NDI and GPO master data within the ERP system Oversee daily operations, ensuring high standards of service, accuracy, and efficiency across the department Collaborate cross-functionally with other departments to optimize operational processes and support business objectives Requirements: Proven leadership experience in operations management (3-5 years), preferably in a director-level role or equivalent Strong background in process improvement, ERP systems (NAVISION a plus), and logistics management Excellent team management skills, with a focus on training, development, and team performance Experience negotiating with third-party logistics providers and shipping partners Ability to collaborate with cross-functional teams to achieve operational and organizational goals Strong analytical and strategic thinking skills, with the ability to manage multiple projects simultaneously #J-18808-Ljbffr

Created: 2024-11-05