Director of Customer Relations, Medical Supply

Posted Dec 31

By joining Numotion, you will be a part of the nation's leading provider of Complex Rehabilitation Technology. Numotion is helping thousands of people with individually configured, medically necessary mobility products and services. From manual and powered wheelchairs to disposable medical supplies that serve unique medical and functional needs, we are improving the lives of people with disabilities by enabling them to actively participate in everyday life. Maintaining our standing as the industry leader in CRT comes from having a workforce with a diverse mix of minds, backgrounds and experiences, and we are committed to cultivating an inclusive work environment based on open dialogue, active listening and ongoing definitive actions.

JOB PURPOSE:

The Director of Customer Relations has direct responsibility for the management of the educational representatives and inside sales representatives within the Medical Supply Division. The educational representative team is structured to make outbound calls to customers with the intent of educating them on services and product offerings by the Med Supply Division. Performance of the Director will be based on the number of calls per representative, the quality of calls, and revenue growth from the performance of sales. KPIs and Goals for the education representative team and the inside sales team will be distinct and separate based on the duties performed. The Director of Customer Relations is also responsible for overseeing our digital marketing campaigns and direct-to consumer marketing efforts that impact on the inside sales team and future conversion efforts. 

KEY RESPONSIBILITIES:

  • Responsible for continued assurance of separation of duties between the educational representatives and inside sales.
  • Call monitoring of educational representatives and inside sales representatives to ensure continued separation of focus.
  • Prepare monthly, quarterly, and annual sales forecasts; Collaborate with the respective leaders to define, plan, and meet sales targets.
  • Reviews with the Senior VP of Urology, the operations and plans to meet requirements for sales; Oversee and manage inside sales representative team, setting, tracking, and achieving business goals and objectives, implement best practices and conduct sales training as required.
  • Work collaboratively across all areas of Medical Supplies to understand process flow and inter-department dependencies.
  • Liaise with applicable departments to ensure brand consistency and increase sales.
  • Quality check current processes and identify possibilities to increase efficiencies and then develops process plans, change management and SOPs to recognize any changes.
  • Ensures the generation of prospects and sales leads and routes the opportunities to the appropriate team member for further development and closure.
  • Reviews analyses of activities, costs, operations, and P & L to determine progress toward states goals and objectives; Report on sales metrics and suggest improvements.
  • Collaborate with applicable Partner Sales and Marketing functions on key initiatives including demand generation programs, upsell, and cross-sell initiatives and customer strategies.
  • Utilize Numotion Leadership Principles to perform the job with integrity, compliance, and values consistent with Numotion’s mission.
  • Adhere to employee or customer confidentiality and comply with Numotion’s policies and federal regulations.
  • Always provide excellent customer service for all internal and external customers of the operations. Provide solutions for customer concerns and continually focus on customer service as our top priority.
  • The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management.
  • Ensure all activities, operations, policies, and procedures are carried out in strict compliance with company and government processes/regulations.
  • Research, develop and implement methods to increase customer engagement and sales; Use customer feedback to generate ideas about new features or products.
  • Suggesting and implementing improvements in the sales administration process.

REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE:

  • Bachelor’s degree in related field or an equivalent combination of education and directly relevant experience may be considered.
  • Knowledge of Salesforce and BrightTree.
  • Strong understanding of Medicare, state Medicaid, and Private Insurance compliance requirements around medical supplies and procurement of products.
  • Proficient in MS Office Products including Word, Excel, and PowerPoint.
  • Minimum five (5) years of sales, management, and operations leadership experience, preferably in the medical supply industry.

PREFERRED COMPETENCIES AND QUALIFICATIONS:

  • Understanding of financial reporting such as Profit and Loss Statements.
  • Knowledge of Urology supplies.

PHYSICAL WORK REQUIREMENTS:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Frequent use of hands, wrists, fingers associated with using computer equipment.
  • Prolonged periods of time working at a desk and/or on a computer.
  • Occasionally move and reach with arms and hands.
  • Ability to lift/move up to 10 pounds.

At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance. Numotion is an equal opportunity employer. We strive for a workplace that reflects the communities we serve and do not tolerate discrimination against our employees, customers, and partners regardless of ethnicity, disability, gender identity, sexual orientation, religion, age, citizenship, marital or veteran status. Numotion is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.