Supervisor Order Management

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.

At ZOLL, you won't just have a job. You'll have a career-and a purpose.

Join our team. It's a great time to be a part of ZOLL!

Job Summary

In this important business, sales & customer facing role, you will supervise the daily activities of the Order Management team. You will enable timely and accurate processing of quote to cash while providing high quality support to all sales divisions. The support that you provide to the Order Management Reps will assist the team achieving monthly/quarterly KPI's and performance goals to ensure positive customer experiences.

This is a Hybrid position located in Chelmsford, MA: 3 Days in Office 2 days work from home

Essential Functions

• Supervise Order Management staff in an on-site, hybrid, and/or remote work environment, including:
  * Oversee the day-to-day quote to cash process and ensure all transactions are processed timely and flow accurately through delivery to invoicing.
  * Responsible to understand the complete life cycle of an order and revenue impacts, provide continuous training and cross training on booking policy.
  * Responsible to train and cross train personnel from quote to cash and other areas as needed.
  * Oversee schedules ensuring appropriate coverage and response times, monitor and redistribute workload when necessary.
  * Assist team members with complicated quotes and sales order transactions, troubleshoot and resolve workflow and or system issues.
  * Conduct periodic employee evaluations and reviews.
  * Lead regular team meetings and provide feedback to management.
  * Identify learning opportunities, develop, and provide training when required.
• Assist management by identifying and executing enhancements to all business and ERP processes
• Assist Management to define, track, report, and analyze metrics. Use metrics to manage business and implement business process improvements.
• Lead by example to promote a work environment with a positive attitude, positive behavior, and positive communication.
• Resolve customer concerns and complaints with urgency, ensure follow-ups that result in positive customer experiences.
• Direct and support personnel to enable excellent customer experiences.
• Other tasks, of varying scope, as delegated by management.

Required/Preferred Education and Experience

• 2-year business degree required
• 3+ years of order management and customer service experience
  required and
• Prior experience with Order Management process and supporting sales teams
  required and
• Technology - ERP system, preferably Oracle, Salesforce, and Excel experience
  preferred

Knowledge, Skills and Abilities

• Detail Oriented - Comprehends complex quote requirements and sales order transactions & executes with a high level of attention to detail.
• Values Diversity - Collaborates effectively with all departments to ensure excellent customer service and timely execution of all quotes and orders.
• Excellent organizational and communication skills - Clearly and concisely conveys ideas and information to others. Communicates openly, with transparency and listens thoughtfully to understand diverse perspectives while inspiring others to manage orders in compliance with ZOLL Policies and Procedures.
• Leadership - Motivation to oversee a team of order management professionals in achieving their goals. Proven ability to work with others to identify root cause(s) of customer issues as they arise, recommend options for resolution, and execute tasks needed to resolve the problem.
• Time Management - work independently, with little supervision and within a team. Oversee team goals are achievable and measurable.

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients's lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

ZOLL Medical Corporation appreciates and values diversity. We are an Equal Opportunity Employer M/F/D/V.

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.