Operations Associate; Supply Chain

Overview

Changing lives. Building Careers. Joining us is a chance for you to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, more than 4,000 of us are challenging what’s possible and making headway to help improve outcomes.

Operations Associate is responsible for delivering high-quality support to customers by efficiently focusing on order fulfillment, coordinating loaner set requests, providing accurate product ETA information, and completing billing and invoicing activities. This role also manages sample order requests, consignment and loaner transactions, and performs additional tasks essential to meeting customer needs and ensuring a seamless service experience.

• Support the sales team in a professional, timely and efficient manner, which includes liaising with sales team members about customer inquiries and sales data.
• Manage field inventory/consignment for all products on consignment, including billing, replacements, expiry, and replacements.
• Manage sample inventory to ensure required stock to supply the sales team for accounts and trials/evaluations.
• Provide sample dollar analysis to marketing and sales managers.
• Work with sales and marketing teams to help execute cadaver labs and conference shows with regard to product availability and shipping.
• Visually inspect and process surgical loaner and consignment sets.
• Replenish loaner kits to ensure they are set for the next availability.
• Book loaner orders following SOPs and Loaner Request forms.
• Invoicing of any completed billings.
• Manage and plan marketing literature for the sales force.
• Ensure all documentation is up to date, quality system compliant and in order.
• Ensure all incoming customer purchase orders are processed timely and accurately, including being actively involved in the processing of orders.
• Ensure inquiries about order status, inventory availability, delivery information, product information, pricing and invoices are resolved satisfactorily.
• Provide accurate, valid and complete information using the appropriate methods/tools.
• Track and manage interactions with customers from every channel.
• Identify customer needs and provide basic to moderately complex support; identify and solve problems using available resources.
• Maintain current knowledge of products offered in the catalog to support providing basic product information; inform the sales team of purchase orders received for large quotes.
• Handle customer complaints.
• Complete required documentation within the time limit and submit to the relevant organization.
• Arrange product returns and raise credit notes where required.
• Generate reports from ERP systems and evaluate as needed using MS Excel, including monthly expiration reports.
• Provide feedback to department leadership as needed.
• Actively engage in projects to improve service levels.
• Work with Distribution Center team to manage product order requests.
• Comply with all company quality standards, procedures, and workplace health and safety requirements.
• Perform other related duties as assigned or required.
• Ability to learn about Integra products to help with customer inquiries.
• Any other related duties given by supervisor.

• Bachelor’s Degree or relevant work experience.
• Fluently bilingual:
  English/French (strong asset but not required).
• Exceptional customer service orientation, troubleshooting and problem resolution skills, and strong analytical ability.
• Minimum of five years’ experience working in high-quality operations and order fulfillment and/or sales environment. Experience in the medical industry is an asset.
• Proven ability to effectively coordinate activities, services and schedules to ensure smooth and efficient operation of work processes.
• Excellent administration, time management and organizational skills.
• Demonstrated ability to establish and maintain effective working relationships with co-workers, customers and other stakeholders.
• Outstanding interpersonal and communication skills.
• High level of experience working autonomously and within a very small team environment.
• Proficiency with ERP…