Customer Service Operations Specialist

Summary Statement

For more than a century, Ottobock has pursued the mission of helping people living with limb loss or mobility challenges regain or maintain their freedom of movement. We do this through the development of leading prosthetic, orthotic and wheelchair innovation, and an unwavering commitment to delivering superior patient care experiences. As a growing healthcare company, we continue to invest in both our people and new service offerings. With more than 10,000 employees worldwide and 1,000 across North America, we are dedicated to advancing the O&P industry and improving the lives of the people served by it.

We are looking for a Customer Service Operations Specialist to join our team to provide dedicated support to our customer service team. You will be building relationships with external customers such as clinicians and distributors as well as building inter-company relations with sales support, marketing and finance. A strong candidate would be an individual with strong SAP skills and the ability to think outside the box providing solutions.  

Position is fully remote (must work 9:30AM-6:00PM CST)

Duties & Responsibilities

• Manage purchase orders, returns and invoices through the VA ROES portal. Point of contact for the VA ROES contracting office for all order related issues.
• Analyze month end reports (SAP) to ensure all shipping, billing, invoicing, stock availability; inventory etc. is complete and accurate. Resolve any discrepancies by working with stakeholders in Logistics, Finance, and CS and communicating updated ETA to customers.
• Run sales, pricing, and customer reports in SAP to pull data and provide organized information to stakeholders.
• Maintains accurate data in product portfolio ensuring all fields have data in SAP
• Responsible for new SAP programs and projects. Responsible for testing, creating training documents, providing training, and seeing the project through to fruition with guidance of department supervisor
• Develop relationships with distributors such as SPS and Cascade, and others that partner with Ottobock to provide EDI support, promotion implementation, and status reports.
• Collaborate with Customer Service and/or Customer to research, recommend resolutions and implement final solution related to orders and billing for distributors
• SAP Key User and Trainer;  requires elevated SAP skills and ongoing training. Direct contact for BIT & IT on CS related projects.
• Perform quarterly reviews of all documents in OneNote with each department supervisor to update add/delete content and maintain a relevant body of work for SAP & procedures.
• Write Standard Operating Procedures  and work instructions
• Resource to Sales & Marketing to implement special promotions as voice of Customer Service
• Ability to execute and support daily functions of the Dept. when applicable to keep work flowing through the pipeline and ensure deadlines are met for the team. Including but not limited to, pricing in SAP for products, discounts, and customer specific prices, Maintain Customer accounts by adding drop ships, pop up messages, discount structure, auto confirmations, processing consignment

Qualifications

• Bachelor's degree in related or pertinent disciplines desired or minimum proven 3-5 years experience in similar position
• 1+ years experience in project management
• Solid interpersonal, verbal and written communication skills. Must be an effective communicator.
• Proven ability to develop and train employees and build teams 
• Strong Knowledge in SAP, and PC based applications
• Certificate of advanced Microsoft training (Excell & Powerpoint)
• Very organized
• Ability to work independently and complete projects efficiently
• Skilled in business writing
• Skilled in project management (ongoing training in AWP will be provided)

Compensation Data

Salary Disclosure: $40-50k (+ qtrly bonus)

Benefits

Medical

Vision

Dental

Health savings accounts with employer contribution

Flexible spending account options

Company-paid life insurance policy

Paid time off

Company holidays

Floating holidays

100% company-paid short & long-term disability

401k match up to 3.5%

Paid parental leave