Commerical Operations Specialist

Location

Neurent Medical Inc. Remote (US Based) or Hybrid if near HQ in Braintree, MA

Operations

Commercial Operations Manager

The Commercial Operations Specialist is responsible for order processing management and sales and customer support for a medical device product in the ENT market. This includes creation of new customer accounts for shipping, order management, management of the 3PL and data management for sales and traceability. This role collaborates closely with Neurent Medical's regional sales managers to support sales efforts and customer needs, helping achieve planned sales targets while delivering outstanding customer service.

• Coordination and execution of received customer sales orders as well as internal distribution of stock.
• Primary internal liaison on daily interactions with our 3PL partner for order fulfillment and warehousing.
• Provide internal customer service support to ensure the sales team is updated on the status of deliveries to their customers.
• Establish and continuously improve order fulfillment processes. Identify and execute process and product cost improvements opportunities within warehousing and fulfillment.
• Manage trunk stock assigned to Neurent sales personnel and internal systems.
• Responsible for maintenance of asset tracking data for equipment at customer locations.
• Assist complaints coordinator with RMA returns process and associated transactions.
• Assist Customers/3PL partner with inquiries or problems surrounding orders, invoicing, product quality, coordination of deliveries, availability of products, customer pricing and/or billing problems.
• Support the customer acquisition and onboarding process ensuring customers’ supplier onboarding requirements and initial equipment placements are met.
• Support data management within Salesforce, processing sales and assets data.
• Build and manage 3PL relationship including managing regular supplier business reviews & scorecards. Drive ongoing supplier performance improvement, including on-time delivery metrics.
• Generate and manage reports and analytics to manage and improve 3PL performance, developing tools and dashboards within Salesforce for added visibility.

• Bachelor’s Degree in related discipline.
• 5+ Years Account Management or Customer Service experience in Med Device or regulated industry in a B2B market.
• Experience with 3PL management.
• ERP, MRP and Salesforce experience a plus.
• Excellent organizational skills with strong attention to detail required.
• Excellent communication skills (written & verbal). Ability to write reports, business correspondence, and procedures/processes.
• Ability to lead meetings (by phone, video conference and face to face) to drive results and build relationships.
• Ability to work on their own initiative and manage competing priorities in a fast-paced environment.
• A willingness to go above and beyond to support sales growth and customer satisfaction.
• Interaction across multiple time zones will be required.
• Partial to Full Remote situations considered – reports into Manager at Braintree MA head office.