Job Description
Job Description
Requirements :
- 3 years in a customer support analytics role in the distribution industry
- Data analysis experience using excel (pivot tables) to understand inventory patterns, and manage distributor relationships
- Experience supporting distributors with the end-to-end product flow—from manufacturing through shipping and final delivery—to ensure distributors receive inventory on time and can reliably meet customer demand.
Responsibilities : Team Overview :
Global Distribution Services (GDS) team is based in Alpharetta, GA, and supports their top distributors in the US, Latin America, and the greater Asia-Pacific region, including Australia and New Zealand.Handle $450M in annual sales orders (domestic & international) covering all products in Avanos' portfolio.This team is made up of 10 analysts that provide concierge-level service to top distributors, including order management, continuous improvement initiatives.Distributor Relationship Management :
Acts as the main point of contact for distributor / key account inquiries related to weekly orders, pricing, credit, logistics, customs, damages, and shipping.Use Salesforce.com for customer relationship management when emails are escalated from the data entry support team.Coordinating and hosting meetings with distributors for ad hoc questions, issues, or changes.Order Management & Issue Resolution :
Owns the order management process for key accounts, including troubleshooting EDI (electronic data interchange), handling overages / shortages / damages (OS&D), and resolving logistics concerns.Data Analysis & Reporting :
Tracks and analyzes data for key accounts, orders, and historic sales dataIdentifies areas for improvement and implements solutions to enhance distributor experience.Take historic sales information to forecast and continuously improve partnershipsOfficial JD
Here at Avanos Medical, we passionately believe in three things :
Making a difference in our products, services and offers, never ceasing to fight for groundbreaking solutions in everything we do;Making a difference in how we work and collaborate, constantly nurturing our nimble culture of innovation;Having an impact on the healthcare challenges we all face, and the lives of people and communities around the world.At Avanos you will find an environment that strives to be independent and different, one that supports and inspires you to excel and to help change what medical devices can deliver, now and in the future.
Avanos is a medical device company focused on delivering clinically superior breakthrough solutions that will help patients get back to the things that matter. We are committed to creating the next generation of innovative healthcare solutions which will address our most important healthcare needs, such as reducing the use of opioids while helping patients move from surgery to recovery. Headquartered in Alpharetta, Georgia, we develop, manufacture and market recognized brands in more than 90 countries. Avanos Medical is traded on the New York Stock Exchange under the ticker symbol AVNS. For more information, visit www.avanos.com.
Essential Duties and Responsibilities :
Key Responsibilities :
Act as a focal point for all distributor / key account inquiries / issues relating to order, price, credit, logistics, customs, damage, shipping, or related items. Work with necessary Avanos teams to resolve issues.Ownership for Order Management of key accounts / distributors, including but not limited to EDI troubleshooting, Overages, Shortages, and Damages (OS&D), logistics and back-office concerns, etc.Responsible for identifying, processing, and communicating Team Metrics, analyzing key account data, suggesting, and implementing improvement.Communicate consistently with superiors, peers, and others who have a need to know. Information should be communicated professionally, in a clear, concise, and timely manner.Management and maintenance of Customer Facing related processes, systems, and reporting, including but not limited to Customer Portal and EDI.Process returns and order handling adjustmentsWorks cross-functionally with other teams and departments to gather insights which will improve customer experience and transactional effectiveness.Identify and implement plans, in conjunction with internal Avanos business partners to facilitate shipments that best meets customer requirements.Ensure all required documentation is provided to the customer and maintain customer records.Utilizing project management skills to effectively develop implementation plans and accurate project timelines to ensure business objectives are met.Drive Continuous Improvement culture within Customer Service.Your qualifications
Required :
3+ years of experience in a Logistics or Customer Service functionAbility to exercise independent judgment and decision makingStrong analytical skills.Good human relationsStrong written and verbal communication skillsAble to build sustainable relationships (internal and external)Experience in SAP systems and processesExperience in SFDC systems and processesPreferred :
3+ years’ experience in SAP systems and processes3+ years’ experience in SFDC systems and processesDemonstrable proficiency in Microsoft Excel