Requisition ID: 6888
Job Title: Global Distributor Experience Manager - Alpharetta, GA
Job Country: United States (US)
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:
The Avanos Customer Service Leadership Team is accountable for ensuring customers receive world-class service with every interaction. Through collaboration, we can turn good ideas into great outcomes.
This position reports to the Associate Director – Global Customer Service. The incumbent is responsible for providing day to day work direction to the Global Distributor Experience Team, drive improvement of customer service and back-office distributor processes and procedures that support Avanos business plans and strategies. This position ensures that team performance goals are met, as well as coordinating workload requirements with other internal customer service stakeholders. The team provides service to customers (internal and external), including administration of order management, documentation, and communication, which supports customers in meeting their business objectives.
The Global Distributor Experience Manager owns a core function within the Commercial Operations organization – ensuring the effective management of relationships with Avanos Medical Distributor Partners and Key Accounts. Planning, monitoring, and reviewing work of subordinates is required and may include direct supervision of a shift or the coordination of multiple work groups. This person is a Problem Solver, Fact-based Decision Maker, and People Manager.
As a Problem Solver, this leader partners with direct leadership and business leaders to identify and resolve business issues related to customer satisfaction driving the continuous improvement of processes and results.
As a Fact-based Decision Maker, the individual will establish measurement systems and accountability of team members, generate and analyze reports to track the results and efficiency of the team, and drive productivity while providing excellent customer service and problem resolution.
Most importantly, as an effective People Manager, this individual will act as the primary escalation point in the resolution of complex Customer Service issues that extend beyond the scope of basic account management, coach the Distributor and Export analysts to facilitate their professional development, ensure proper staffing, provide effective training, and manage the team’s performance in accordance with Avanos Performance Management process and in alignment with the company values.
This hybrid role is based in Alpharetta, GA and requires three days per week in the office.
Key Responsibilities:
- Provide day-to-day work direction to the Global Distributor Experience Team.
- Provide functional and technical expertise for the Order Management systems and other related projects/initiatives, ensuring that capabilities, limitations, and risks are effectively communicated to the teams
- Serve as an escalation point for any order related issues to include documentation, service, etc.
- Monitor and assess work team performance, including forecasting and balancing workload requirements across the internal customer work groups, to meet departmental objective, and coordinating training of new team members and on-going work group training needs.
- Identify opportunities to improve teamwork and departmental efficiency and lead the implementation of those opportunities. Ensure that improvements are aligned with Avanos performance metrics, as well as Global Customer Service and logistics objectives.
- Along with Global Supply Chain, monitor SAP system orders to ensure shipment on a timely basis to meet customer needs.
- Develop, analyze, and implement cost reduction strategies for the domestic and international business teams.
- Ensure all required documentation is provided to the customer and maintain customer records.
- Collaborate with key Avanos distributors and gain alignment on key metrics and targets, developing and managing distributor scorecards and related tools.
- Management and maintenance of Customer Facing related processes and reporting. Identify and solve systemic and complex Order Fulfilment, EDI, OS&D, Customer Portal and Supply Chain related issues.
- Act as Global Customer Service liaison for reporting and process improvement of backorders and demand constraints.
- Act as a focal point for all customer inquiries/issues relating to order, price, credit, logistics, customs, damage, shipping, or related items. Work with necessary cross-functional teams to resolve issues. Prepare order status reports for customers as appropriate.
- Act as distributor liaison to coordinate back-office process improvements and troubleshooting. Identify and implement opportunities to improve teamwork and departmental efficiency, ensuring alignment with Avanos Global customer service and logistics objectives.
- Ownership of Avanos Global Customer Terms & Conditions.
- Investigate and resolve all Distributor sales adjustments. Issue credits and debits for shipment, price, and other discrepancies.
- Lead quarterly Revenue Recognition Review. Coordinate with stakeholders and report to Sales Operations leadership on a timely basis.
- Coordinate all requirements for customer damage claims. Includes obtaining the necessary documentation, photos, and product destruction verifications, and working with Global Transportation to ensure proper credit is received from our carriers
- Develop and promote interpersonal relationships with the purpose of building a team. Demonstrate a willingness to listen; to be open to new ideas; to support the decisions of the team; to trust others; to provide encouragement; to recognize contributions of other team members; and to display a sense of empathy and understanding.
- By employing the Quality Management Process, demonstrate a customer/end-user focus, staying close to customers (internal and external) and determining their needs. Commit to meeting these needs and continually strive to improve.
- Establish and maintain internal control within the area of responsibility as required by Avanos CFIs.
- Communicate fully with superiors, subordinates and others who have a need to know. Be informative without being obtrusive or vexatious. Communicate in a way that is timely, yet prompt; complete, yet concise; candid, yet accurate; and clear, yet responsive.
- Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results.
Team Size: 6-10 direct reports
Your qualifications
Required:
- Bachelor’s degree in logistics, international business, or related studies
- 5+ years’ experience in Export Customer Service, Strategic Accounts, Transportation, or related field
- Previous people management experience
- Self-starter with ability to work with little work direction
- Ability to troubleshoot complex issues, set priorities, and manage projects
- Strong communication and collaboration skills, specifically in a training environment
- Knowledge and previous application of Continuous Improvement and/or LEAN principles
- Knowledge of export procedures, transportation capabilities, government export regulations, and customer requirements.
Preferred:
- Fluent in Spanish, Portuguese, Japanese, or French
- 3+ years’ experience in SAP systems and processes
- 3+ years’ experience in SFDC systems and processes
- Previous knowledge of Avanos processes
- 3+ years’ people management experience.
The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification.
Avanos Medical is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.
IMPORTANT: If you are a current employee of Avanos or a current Avanos Contractor, please apply here.
Join us at Avanos
Join us and you can make a difference in our products, solutions and our culture. Most of all, you can make a difference in the lives, people, and communities around the world.
Make your career count
Our commitment to improving the health and wellbeing of others begins with our employees – through a comprehensive and competitive range of benefits. We provide more than just a salary – our Total Rewards package encompasses everything you receive as an employee; your pay, health care benefits, retirement plans and work/life benefits.
Avanos offers a generous 401(k) employer match of 100% of each pretax dollar you contribute on the first 4% and 50% of the next 2% of pay contributed with immediate vesting.
Avanos also offers the following:
benefits on day 1
free onsite gym
onsite cafeteria
HQ region voted 'best place to live' by USA Today
uncapped sales commissions
