The Commercial Operations (CO) Associate is a regional role supporting the execution of processes and operational activity to enhance service levels and supports revenue growth, operating margins and driving a culture of customer service excellence. This role will require strong collaboration and engagement with other internal functional teams and externally with regional sales reps. The Associates will provide support to ensure all tactical aspects of entire operational activities are managed for the assigned region. The position will support adoption and utilization of commercial systems (ERP, CRM, Customer Complaint) and strengthen partnership with regional sales team. The primary responsibility of this position is to ensure effective fulfillment of products and drive a process which meets the needs of the business.

HOURS ARE 8am to 5pm ET

Position Description (Principle Duties and Responsibilities)

• Drive the creation, maintenance and adherence performance metrics for assigned region (OTIF; Fill Rate; First Time Right and BO level).
• Act as primary interface between regional sales team members and Divisional HQ to support fulfillment of daily Inventory needs for surgery demand within assigned region. 
• Collaborate with various stakeholders to Optimize Field Instrument and Implant configurations and order fulfillment process.
• Coordinate movement of inventory across assigned region and ensure accurate transactional information is available through CRM and ERP platform. 
• Partner with sales team to optimize the movement of product with least cost to the organization.
• Responsible for working with the CO Team Leaders leader to proactively resolve known inventory constraints by collaborating with other regional team members.
• Effectively communicate to stakeholders order status and drive oversight of order fulfillment process enabling high level of order service level. 
• Determine root cause and corrective action in case of order problems.
• Train and develop through knowledgebase on Spine Product portfolio to ensure accuracy in interpretation of customer needs. 
• Support in identifying and measuring KPIs for measuring order fulfillment and customer satisfaction.
• Participate in documenting current processes and assisting in developing best practices roadmap for Spine Divisions Commercial Operations Team.

Requirements

• Working knowledge of ERP and CRM Systems
• Familiarity using JD Edwards, Salesforce or similar system preferred
• Proficient in using MS Excel (Power BI preferred)
• Orthopedic or medical device experience preferred
• Strong communication and multi-tasking skills. Ability to interact with different levels of an organization, and to build effective relationships through team work
• Excellent verbal and written communication skills with the ability to define and structure problems to be solved and to communicate complex business analysis and issues in a clear and concise manner
• Proven ability to manage projects effectively from design through completion
• Proficient in Microsoft Office Suite Applications (Word, Excel, Access)