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Customer Operations Manager

Pms - Administrative Medco Corporate Amherst, New York, US
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Performance Health is seeking a Customer Operations Manager to join our Distributors & Sports team.  This position is responsible for the end to end productivity and effectiveness for internal and external Medco Sports customers by utilizing excellent, in-depth knowledge of company programs and products. This is a stand-alone role, the key to its success will be the ability to influence team members in a highly matrixed organization. 

To perform this job successfully, an individual must be able to perform each essential job duties satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties & Responsibilities

Monitors procedures, processes, and KPI’s to maximize the collaborative, effective and efficient operation of the shared service functions supporting the Medco business including Customer Experience, Distribution, Finance, Marketing (Category & Communications) & Procurement (Vendor Relations)

Assists in troubleshooting orders that require special handling

Responds to customer inquiries and solves problems 

Maintains in-depth working knowledge of Performance Health systems and processes

Work across departments to create value, align solutions, manage projects, facilitate implementation of offerings and resolve issues

Maintains an environment of accountability and sets performance standards to meet best-in-class service and operational goals of company

Provides feedback to the company regarding service failures or customer concerns

Applies knowledge of industry, competition and customer’s business to develop optimal solutions

Implements strategic planning tactics and support in training of change management techniques

Provides feedback to appropriate Medco stakeholders to ensure all customers have accurate and timely information on order status and/or changes

Performs other duties as assigned

Job Qualifications 

Associates Degree required; Bachelor’s degree highly preferred

5-8 years of experience in a customer operations role

Demonstrated ability to influence others in a highly matrixed environment

Experience organizing and managing multiple priorities, service systems development and deployment

Ability to execute without pause and think ahead to plan over a 3 to 9 month time span

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