Director of Customer Service Operations - King & Bishop
Needham, MA
About the Job
Our client, a leader in restoring health and improving the quality of life for patients with physical disorders, is hiring a Director of Customer Service Operations to join their U.S. team. This role is critical in directing the operations team, streamlining processes, and working with the ERP system.Responsibilities:
- Lead and manage the operations team of seven direct reports, focusing on talent development, training, and performance improvement to meet organizational goals
- Oversee the processing of field and hospital orders, ensuring the accurate and timely delivery of products to over 220 distributors and 2,000 hospitals nationwide
- Drive the implementation of new strategies, standard operating procedures (SOPs), and process improvements that consistently meet or exceed monthly and quarterly revenue targets
- Manage relationships with third-party logistics (3PL) partners and negotiate shipping rates with FedEx and DHL for both domestic and international shipments
- Lead key initiatives, including developing sales application to improve sales team performance and updating and managing NDI and GPO master data within the ERP system
- Oversee daily operations, ensuring high standards of service, accuracy, and efficiency across the department
- Collaborate cross-functionally with other departments to optimize operational processes and support business objectives
- Proven leadership experience in operations management (3-5 years), preferably in a director-level role or equivalent
- Strong background in process improvement, ERP systems (NAVISION a plus), and logistics management
- Excellent team management skills, with a focus on training, development, and team performance
- Experience negotiating with third-party logistics providers and shipping partners
- Ability to collaborate with cross-functional teams to achieve operational and organizational goals
- Strong analytical and strategic thinking skills, with the ability to manage multiple projects simultaneously
Source : King & Bishop
