Distributor Experience Analyst - Alpharetta, GA

Distributor Experience Analyst - Alpharetta, GA

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.

Essential Duties and Responsibilities: This position reports to the Global Distributor Accounts Leader and is responsible for ensuring the satisfaction and successful deployment of orders to Avanos key distributors and accounts. The incumbent will provide tactical support to assigned customers ensuring the efficient processing of orders, discrepancies, and concerns. The ideal candidate will be their customer's first point of contact for general information, backorder management, and availability requests, enforcing Avanos procedures, best practices, and standards. Individuals in this role are required to have proven exceptional communication (written and verbal) and leadership skills. This hybrid role is based in Alpharetta, GA and requires three days per week in the office.

Key Responsibilities:

• Act as a focal point for all distributor/key account inquiries/issues relating to order, price, credit, logistics, customs, damage, shipping, or related items.
• Work with necessary Avanos teams to resolve issues.
• Ownership for Order Management of key accounts/distributors, including but not limited to EDI troubleshooting, Overages, Shortages, and Damages (OS&D), logistics and back-office concerns, etc.
• Responsible for identifying, processing, and communicating Team Metrics, analyzing key account data, suggesting, and implementing improvement.
• Communicate consistently with superiors, peers, and others who have a need to know. Information should be communicated professionally, in a clear, concise, and timely manner.
• Management and maintenance of Customer Facing related processes, systems, and reporting, including but not limited to Customer Portal and EDI.
• Process returns and order handling adjustments
• Works cross-functionally with other teams and departments to gather insights which will improve customer experience and transactional effectiveness.
• Identify and implement plans, in conjunction with internal Avanos business partners to facilitate shipments that best meets customer requirements.
• Ensure all required documentation is provided to the customer and maintain customer records.
• Utilizing project management skills to effectively develop implementation plans and accurate project timelines to ensure business objectives are met.
• Drive Continuous Improvement culture within Customer Service.

Your qualifications:

• 3+ years of experience in a Logistics or Customer Service function
• Ability to exercise independent judgment and decision making
• Strong analytical skills.
• Good human relations
• Strong written and verbal communication skills
• Able to build sustainable relationships (internal and external)
• Experience in SAP systems and processes
• Experience in SFDC systems and processes
• Preferred: 3+ years' experience in SAP systems and processes
• 3+ years' experience in SFDC systems and processes
• Demonstrable proficiency in Microsoft Excel.

The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position. Salary Range: The anticipated average base pay range for this position is $60,000.00 - $68,000.00. In addition, this role is eligible for an attractive benefits package. Avanos Medical is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.