Commercial Excellence Leader

Oliver Tolas Healthcare Packaging•Grand Rapids, MI

22h•Onsite

About The Position

The Commercial Excellence Leader supports strategic commercial initiatives focused on customer growth, operational effectiveness, and commercial process excellence. This role partners cross-functionally with Sales, Legal, Finance, Operations, Pricing, and Customer Care to support customer agreements, commercial programs, CRM strategy, proposal development, and customer-facing initiatives. The role requires strong organizational, communication, project management, and commercial operations experience, along with the ability to work effectively across functions and customer-facing teams.

Requirements

4-year degree in Business related field, or comparable experience
Five years of customer service experience

Nice To Haves

Bachelor’s degree in business, Marketing, Finance, Operations, Supply Chain, or a related field, or equivalent relevant experience.
5+ years of experience in commercial operations, sales operations, contract management, customer program management, pricing, business development support, or a related commercial role.
Experience supporting customer agreements, RFQs, proposals, renewals, amendments, and commercial documentation.
Strong cross-functional project management experience, with the ability to coordinate initiatives across Sales, Legal, Finance, Operations, Pricing, Procurement, and Customer Care.
Experience using CRM systems to manage customer data, commercial programs, pipeline activity, reporting, and process improvement initiatives.
Strong analytical skills with the ability to interpret sales metrics, CRM data, customer trends, and commercial performance indicators.
Excellent written and verbal communication skills, including the ability to prepare customer-facing materials, presentations, and business review support.
Strong organizational skills with the ability to manage multiple priorities, track deliverables, and drive timely execution.
Proficiency with Microsoft Office tools, including Excel, PowerPoint, Word, and SharePoint.
Ability to work effectively with customer-facing teams and internal stakeholders in a fast-paced, collaborative environment.
Proficient with Microsoft Office suite, Microsoft Dynamics or any other Customer Relationship Management system (CRM) and experience with Enterprise Resource Planning system (ERP) and other related business applications
Demonstrate ability in – product/internal systems knowledge
Effective analytical thinking, trouble-shooting, problem solving, project management
Proven ability to manage multiple projects at a time while paying strict attention to detail
Demonstrated ability to follow through on details and enter data into computers systems quickly and accurately
Complete special projects as assigned by management
Accountable for developing a basic knowledge of products, procedures and technologies of employees under your leadership

Responsibilities

Partner with Sales Leadership, Commercial, Finance, and Legal teams to support the development, review, negotiation, and execution of customer agreements and commercial proposals.
Lead strategy and coordination for new customer proposals, RFQs, pricing programs, and commercial initiatives while supporting ongoing customer program optimization.
Maintain and manage customer agreements, commercial documentation, and program records within CRM and SharePoint systems.
Support the end-to-end lifecycle of customer agreements and strategic commercial programs, including renewals, amendments, expirations, and program updates.
Evaluate customer requests, contracts, RFQs, and proposals to ensure alignment with commercial processes, operational capabilities, and contractual requirements.
Support customer-facing commercial strategy discussions, presentations, and business reviews in partnership with Sales and Commercial Leadership.
Support and improve Vendor-Managed Inventory (VMI) programs and customer initiatives, identifying opportunities for operational improvement and scalability.
Collaborate cross-functionally with Sales, Finance, Procurement, Operations, Pricing, and Customer Care to support strategic customer initiatives and commercial program execution.
Coordinate and track key commercial initiatives, action items, and deliverables to ensure accountability and timely execution.
Drive CRM and commercial process improvement initiatives focused on data integrity, reporting visibility, system utilization, process consistency, scalability, and operational efficiency across commercial teams.
Develop and deliver training, tools, and process guidance related to CRM usage, commercial programs, customer agreements, and commercial best practices.
Assist in developing standardized commercial processes, customer-facing materials, proposal documentation, and customer engagement tools to support business growth and customer experience initiatives.
Maintain accuracy and consistency of customer and commercial data across systems and reporting tools.
Analyze CRM data, sales performance metrics, pipeline activity, and customer trends to identify opportunities, drive accountability, and support commercial planning and decision-making.
Develop, monitor, and help execute commercial objectives, KPIs, and customer program strategies aligned with organizational growth initiatives.
The ability to predictably and regularly attend work and to be punctual
The ability to talk and hear
The ability to read and understand documents and drawings
The ability to work cooperatively with others
The ability to deal politely and professionally with customers and/or coworkers
The ability to perform several tasks at once
The ability to follow direction or instruction
The ability to use a phone and computer to communicate, create, and access information
Ability to travel to customer facilities, plant locations, sales meetings and trade shows as required