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October 18, 2021

| Tags: career, customer service, job

The Commercial Operations Associate supports the execution of processes and operational activity to enhance service levels and support revenue growth, operating margins, and driving a culture of customer service excellence and operational efficiency. Works in a fast paced, team-oriented environment that partners closely with internal and external stakeholders to provide optimum professional customer service to Distributors, Sales Representatives, Healthcare Professionals, and Employees; to maintain and enhance business.

The position is responsible for managing daily customer communications and requests, troubleshooting regarding on-time product delivery, invoices, sales reports, and accounts.

In this role, they must be detail oriented with a strong work ethic focused on accurate order validation, effective billing of purchased products and closing of the sales order process.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

This role reports to the Director, Commercial Operations.


1.    Duties and responsibilities

  • Act as primary interface between regional sales team members and functional business partners to support inventory fulfillment needs for surgery requirements.
  • Collaborate with various stakeholders to optimize implant and instrument configurations through the order fulfillment process. Partner with sales team to optimize the availability of product.
  • Coordinate order fulfillment from entry to delivery for shipment of product, completing transactions for physical movement to ensure accurate transactional information is available through the ERP platform.
  •  Effectively communicate to stakeholders’ order status and drive oversight of order fulfillment process enabling high level of order service levels.
  • Collaborate with other departments to ensure proactive, superior front-line customer support.
  • Manage daily customer communication for requests and issues providing support to sales representatives and healthcare professionals in an efficient, professional and timely manner.
  • Understand and assist in inventory management tracking consignment inventory in locations. Monitor expiration dates; issue, document and process Return Materials Authorizations in accordance with Embody Regulatory team guidance, follow-up to close out outstanding inventory.
  • Work with the manufacturing team to proactively collaborate and resolve inventory constraints.
  •  Maintain account infrastructure related to sales teams, sales contracts and health system hierarchies while ensuring consistent data integrity across both CRM and ERP systems.
  • Data validation of Sales Orders in a timely, accurate and efficient manner to meet deadlines. Resolve discrepancies to include hospital/surgeon details, pricing and inventory allocation.
  • Substantiate Purchase Orders for authenticity and validate accuracy against system data in relation to surgery details, products, and prices resolving issues prior to invoicing.
  • Collaborate with sales management, sales representatives, and hospital customers to reconcile discrepant sales orders and purchase orders.
  •  Build relationships and perform customer outreach with healthcare professionals and sales representatives to obtain and validate purchase orders for current and aging sales orders.
  •   Assist with the monthly and quarterly closing of the sales order cycle. Validate that all billable orders have been processed by the finance deadline.
  •  Process all tasks in accordance with relevant revenue recognition best work practices and SOPs, while maintaining compliance with FDA, HIPAA, and SOX regulations. Sustain an audit trail with all pertinent documentation related to a surgery and/or sale.
  • Support Embody Quality Management System and Safety and Health Program by following procedures. File customer complaints timely through the Complaint Handling System.
  • Research audit requests and provide requested documentation and context.
  • Train and develop through knowledgebase on Embody product portfolio to ensure accuracy in interpretation of customer needs.
  • Other duties as assigned.


2.    Qualifications

  • Bachelor’s Degree preferred
  • 5+ years customer service and sales operations experience required
  • Must be competent in MS office programs
  • ERP (NetSuite), CRM ( experience preferred
  • Medical device experience or medical training a plus
  • Familiarity with distribution networks and sales management teams
  • Excellent oral and written communication skills with the ability to express oneself clearly in conversations, interactions and business writing with others.
  • Ability to work cooperatively in a team setting.
  • Demonstrated ability to handle several problems or tasks at once through effective time management and multi-tasking in a small office environment. Ability to identify and escalate issues requiring management support.
  • Strong organizational skills


3.    Working conditions

  • Ability to support 9AM-5PM EST and occasionally additional hours as needed.


4.    Physical requirements

  • The employee may lift and/or move physical inventory weighting up to 10 pounds.
  • The employee might frequently sit for long periods of time.

Apply online at