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Project management of Customer Service eCommerce initiatives including EDI and Customer Portal
Work with customers to grow electronic utilization and manage process of on-boarding new and existing customers
Responsible for interfacing with Customers, Sales, Sales Operations, Accounts Receivable and Information Services for all integration related activities
Work with field Sales team to explain electronic options to current/potential customers
Responsible for tracking and resolving production system problems, developing and maintaining reporting to identify and correct issues
Act as the liaison between company end user teams and vendor partners for any setups or system related issues.
Partner with cross-functional teams to define rules for exceptions (i.e. order exceptions)
Support order process by identifying issues (pricing, item number, unit of measure, discontinued items, incorrect account information), determining root cause, report findings, providing recommendations and driving resolution to the problem
Create and analyze processes and procedures and make recommendations accordingly
Create documentation, including SOPs and training documents
Train team on eCommerce tools
Monitor and manage third-party vendor relationships supporting call distribution, EDI, ERP, eCommerce platforms
Handle any other duties and/or projects, as assigned, for the benefit of the organization
Education: Bachelor's degree (B.A.) from four-year college or university; or five or more years in customer service, eCommerce project management or equivalent combination of education and experience
Certifications: EDI; LEAN certification a plus
Experience: Two (2) or more years of experience working in a customer on-boarding/customer integration role and/or training; or equivalent combination of education and experience. E-Commerce or project management experience within a business-to-business environment. Experience with Global Healthcare Exchange (GHX) a plus
Passion for customers and delivering the best possible service experience
History of successfully managing complex projects from inception to completion in a timely manner
Understanding of Order to Cash process and related systems, specifically Oracle
Since of urgency and proven ability to work under pressure
Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes
Ability to be detailed oriented, very organized, know how to prioritize and manage multiple projects, easily adapt to change
Interpersonal skills with ability to professionally interact with all levels of personnel required. Must treat others with respect; work with integrity and ethically: uphold organizational values.
Work efficiently in high paced environment, and truly self-manage their days
Critical thinking, analytical, problem solving and follow up skills are essential
Knowledge of Integra and the products and markets in which we sell or equivalent medical device industry experience
Must be able to give and welcome constructive feedback; contribute to building a positive team spirit an friendly and engaging work environment
LEAN management/Kaizen knowledge a plus
Must be able to read and write in English. Must be able to demonstrate comprehension of written English by successfully completing unassisted written tests, including, but not limited to, Work Instructions and Standard Operating Procedures.
Must observe company policies and safety procedures at all times.
Must be able to give and welcome constructive feedback; contribute to building a positive team spirit.
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