Customer Service Analyst II

Customer Service Analyst II

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. For more information, visit

Essential Duties and Responsibilities:

The Avanos Global Customer Service Team is the essential resource that ensures customers receive world-class service with every interaction. Through collaboration, we can turn good ideas into great outcomes. Avanos Customer Service Specialists are part of the Specialty Service Team who manage high focus / high attention orders and processes for Avanos customers. Their primary responsibilities include handling specialty order types, such as Capital Equipment and Consignment processes as well as onboarding and integrating new customers and order types in Avanos Global Customer Service standards.

Additionally, the Customer Service Specialist assists key projects with Order Fulfillment issues including order and shipping errors, brings an action to customers' needs by following established guidelines and standard work practices, and provides back-up support to inquires received via email. Customer Service Specialists report to the Specialty Services Team Leader who will provide direction and Key Performance Indicators to measure progress and success at the individual and team levels.

The ideal candidate is Detail Oriented, Customer-Centric, and Focused. A Detail Oriented individual is thorough and effective with time management and organization skills. They ensure completeness and accuracy when customers' requests and concerns. A Customer-Centric individual addresses Avanos customers in a respectful, friendly, and tactful manner. They are adept at listening to customers' needs, giving clear and concise responses, and, when necessary, delivering negative information in an empathetic and solution focused way.

A Focused individual will be able to independently prioritize their work, understand their key metrics, and execute their daily tasks efficiently. They will escalate issues and seek clarity whenever situations arise that are out of their scope or training level.

Key Responsibilities:

• Conduct routine analysis of account order activity, patterns, and OS&D concern claims and provide guidance to change customer behaviors resulting in improved service levels and efficiencies.
• Process ownership of Order and Account management for allocation, consignment, and capital equipment process.
• Lead, map, and onboard new order management processes in collaboration with the Business Process Support team to ensure appropriate integration as needed.
• Front line order management leadership of special customer initiatives such as conversions, win-backs, LMR's, etc.
• Provide support for the implementation of strategic projects and corporate driven initiatives, such as acquisitions, product launches, and system upgrades.
• Support the development of a culture of continuous improvement by supporting Lean Six Sigma / Problem Solving projects, concepts, tools, and methodologies to eliminate waste in all we do.
• Address and drive resolution of customer issues including order fulfillment, supply chain related issues, information requests.
• Provides support as needed for internal and external customers via phone, fax, and e-mail, including order fulfillment, product technical questions, supply chain related issues, clarifying information, researching and providing prompt and optimal solutions.
• Serve as secondary escalation point regarding Order Management…