Director of Operations Order Processing

Numotion•Columbus, OH

About The Position

The Director of Operations Order Processing oversees the daily activities for our Customer Care Coordinators based in multiple locations and ensures order processing and internal support needs can be met or exceeded. This position is responsible for the timeliness and accuracy of order processing within their assigned branches/locations. The Director of Order Processing leads the team to providing best-in-class customer service.

Requirements

Bachelor’s degree in related field or equivalent combination of experience and education.
Minimum of five years of operational work experience and/or training
Minimum of two years of leadership development experience, including leadership, mentoring and/or coaching

Nice To Haves

Working knowledge of service order processing experience
Basic understanding of financial reporting
Knowledge of funding and payer requirements
Knowledge of complex rehab equipment and products
Prior experience working in durable medical equipment industry
Previous experience with healthcare accreditation process and business requirements
Demonstrated ability to thrive in a matrixed environment, working with cross functional team members to achieve shared goals.
Proven prior ability to act as a change agent and leading the acceptance of change within a rapidly changing environment.
Ability to develop and execute multiple business priorities and approaches to meet objectives.
Demonstration of exceptional interpersonal and problem-solving skills both internally and externally with customers.
Superior communication skills, both written and verbal, to effectively address all levels within the organization.
Knowledge of MS Word, Excel, PowerPoint, and Outlook

Responsibilities

Leads and directs the order processing team, assuring an elevated level of customer satisfaction and retention.
Responsible for hiring, developing, coaching and performance management of staff.
Works cross functionally to coordinate equipment procurement and delivery, to assure quality and timely provision of service.
Manages Orders in Process (OIP) meetings and delivery planning for equipment orders, as well as assess balance load of OIP to maintain order processing efficiency.
In conjunction with all other Numotion departments, address and resolve escalations in the timeframes outlined in procedures.
Directs quality and timely assistance for customers (including fielding phone calls, entering, and maintaining accurate data in order processing system, scheduling appointments).
Works with staff to increase customer satisfaction and improve turnaround times.
Leads and implements Numotion best practices and drives universal operational processes within the territory.
Utilizes reporting database to optimize business outcomes
Assures direct reports effectively support the needs of internal and external customers
Partners with cross functional leaders to deliver revenue goals.
Handles order resolution and addresses customer concerns with a sense of urgency.
Ensures all activities and operations are carried out in strict compliance with company and government processes/regulations.
Performs other related duties as assigned.