Customer Service Analyst II

Requisition ID:6521

Job Title:Customer Service Analyst II

Job Country:United States (US)

Here at Avanos Medical, we passionately believe in three things:

• Making a difference in our products, services and offers, never ceasing to fight for groundbreaking solutions in everything we do;
• Making a difference in how we work and collaborate, constantly nurturing our nimble culture of innovation;
• Having an impact on the healthcare challenges we all face, and the lives of people and communities around the world.

At Avanos you will find an environment that strives to be independent and different, one that supports and inspires you to excel and to help change what medical devices can deliver, now and in the future.

Avanos is a medical device company focused on delivering clinically superior breakthrough solutions that will help patients get back to the things that matter.We are committed to creating the next generation of innovative healthcare solutions which will address our most important healthcare needs, such as reducing the use of opioids while helping patients move from surgery to recovery. Headquartered in Alpharetta, Georgia, we develop, manufacture and market recognized brands in more than 90 countries. Avanos Medical is traded on the New York Stock Exchange under the ticker symbol AVNS. For more information, visit www.avanos.com.

Position Summary:

Provide Best in Class Customer Service to both internal and external customers through a holistic understanding of the customers' needs and interests and by using their extensive knowledge and experience to identify and implement customer-focused solutions to improve Avanos Medical Results.

A Customer Service Specialist's (CSS) primary responsibilities include providing specialized order management and supply chain/logistics expertise to strengthen relationships with key strategic accounts, drive efficiencies, and improve overall business results. Additionally, this role requires intermediate data management and analytical skills, problem solving, independent thinking, extensive systems/supply chain knowledge, product knowledge, strong communication skills (written and verbal), as well as the ability to support our internal Sales organization through solution-based selling.

Hybrid work schedule in Alpharetta, GA location

Job Functions:

70% Weekly* - Conduct routine analysis of account order activity, patterns, and OS&D concern claims and provide guidance to change customer behaviors resulting in improved service levels and efficiencies. Build talent within the department by serving as a mentor to others. Identify opportunities to improve work team and department efficiency, evaluate risks /opportunities, and lead/participate in the implementation of those opportunities. Ensure that improvements are aligned with business objectives. Take a leadership role among team members; demonstrating an expertise is Customer Service-related processes, policies, and systems. Identify and solve systemic and complex order fulfillment and supply chain related issues for their key strategic accounts. Support the development of a culture of continuous improvement by supporting LEAN concepts, tools, and methodologies to eliminate waste in all we do. In doing so, the CSS must comply with standard work practices to ensure professional and consistent service in support of department phone/fax metrics. CSSs will manage and utilize relevant software, databases, scripts and tools to provide acceptable service to customers.

20% Weekly* - Support the implementation of strategic projects and corporate driven initiatives, such as SAP Enhancements, Distribution Network changes, Salesforce.com implementation ensuring that mitigating actions have been taken to minimize service impacts to their accounts.

10% Weekly*: Provide support for internal and external customers via phone, fax, and e-mail. Other tasks as assigned by Leadership.

Your Qualifications

Education:

• Associate's Degree preferred, Bachelor's Degree highly preferred.

Skills/Abilities:

• Ability to multitask and prioritize day-to-day tasks and project activities.
• Advanced written and verbal communication skills with the ability to influence and lead others.
• Proven analytical skills.
• Ability to independently Problem Solve and implement solutions.
• Experience in leading projects and small groups
• Ability to facilitate to change.
• Accountability
• Attention to detail.
• Experience working with a collaborative cross-functional team.
• Conflict Resolution

Applications:

• SAP experience
• Intermediate Microsoft Suite Competency (Outlook, Excel, Word, PowerPoint)
• Salesforce.com Experience

Avanos Medical is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law. If you are a current employee of Avanos, please apply here .

Join us at Avanos

Join us and you can make a difference in our products, solutions and our culture. Most of all, you can make a difference in the lives, people, and communities around the world.

Make your career count

Our commitment to improving the health and wellbeing of others begins with our employees - through a comprehensive and competitive range of benefits. We provide more than just a salary - our Total Rewards package encompasses everything you receive as an employee; your pay, health care benefits, retirement plans and work/life benefits.

Avanos offers a generous 401(k) employer match of 100% of each pretax dollar you contribute on the first 4% and 50% of the next 2% of pay contributed with immediate vesting.

Avanos also offers the following:

• benefits on day 1
• free onsite gym
• onsite cafeteria
• HQ region voted 'best place to live' by USA Today
• uncapped sales commissions