Global Distributor Manager - Alpharetta, GA

Requisition

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

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.

• 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…