The Corporate Commercial Operations Director will oversee the business strategies and planning activities as they relate to order processing for the Manufacturing Business Center’s (MBC), and Order Fulfilment/Shipping activities for the MBC and Sales Business Center (SBC). The Manager will be responsible for directly managing the factory Commercial Operations Managers to ensure compliance in all operations and performance to related performance objectives. The Director will work with all internal and external departments to ensure timely and accurate processing of customer requirements.
The Director will be a subject matter expert with all our systems and processes. The Director will work with all appropriate Olympus Subsidiaries and distributors to improve relationships and drive overall Customer Service Improvements.
DUTIES AND RESPONSIBILITIES:
Overseeing the MBC Order Processing, Order fulfilment and Shipping Group Managers
Develop Strategies for the Commercial Operations departments and implement change and improvements consistent with Olympus Corporate Direction
Work with all internal departments to improve Customer Satisfaction.
Drive Process improvements by supporting Continuous improvement activities to improve department efficiency and productivity.
Ensure outstanding customer service for our customers
Manage Factory Backlogs and work with all departments to achieve Monthly Sales Numbers
Coach team to ensure a high level of professionalism staff and drive process improvements to allow us to achieve our KPI’s.
Develop positive working relationships with our Sales and Distribution offices. Work on developing better communication and processes to ensure customer satisfaction.
Work with all factories to ensure standardized commercial operations procedures across all sites.
Ensure Order processing, Fulfilment and Shipping groups are Export Compliant
Support corporative initiatives and educate departments across all facilities
Desired Skills and Experience
SKILL REQUIREMENTS:
Ability to work with all departments and companies related to OSST to ensure outstanding customer satisfaction
Drive On Time delivery improvements
Support the Continuous Improvement activities
Meet or exceed KPIs for department and organization related to Call Answering, Order Accuracy, On Time Delivery, Customer Satisfaction rating.
EDUCATION/EXPERIENCE REQUIREMENTS:
BS in Business
Minimum 10 years’ experience successfully managing and motivating people in Customer Service Environment
Order Fulfillment and Shipping Experience
Project management skills and experience
Outstanding written and verbal communication skills.
Strong understanding of customer and market dynamics and requirements.
Computer skills must include proficiency in Windows, Microsoft Office Suite, e-mail
Olympus Scientific Solutions Americas provides competitive benefits for its employees:
Choice of 3 Medical Plans
Choice of 2 Dental Plans
Vision Plan
Generous Vacation
1 Personal Day
5 Sick Days
10 Paid Company Holidays
Generous Tuition Reimbursement
401k Match Up to 7%
Company Paid Short and Long Term Disability Insurance
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