Director of Operations Order Processing

Job Purpose

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 Operations Order Processing leads the team in providing best-in-class customer service.

Key Responsibilities

• Lead and direct the order processing team, assuring an elevated level of customer satisfaction and retention.
• Hire, develop, coach, and manage staff performance.
• Work cross functionally to coordinate equipment procurement and delivery, to assure quality and timely provision of service.
• Manage 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.
• Direct quality and timely assistance for customers (including fielding phone calls, entering, and maintaining accurate data in order processing system, scheduling appointments).
• Work with staff to increase customer satisfaction and improve turnaround times.
• Lead and implement Numotion best practices and drive universal operational processes within the territory.
• Utilize reporting database to optimize business outcomes.
• Assure direct reports effectively support the needs of internal and external customers.
• Partner with cross functional leaders to deliver revenue goals.
• Handle order resolution and addresses customer concerns with a sense of urgency.
• Ensure all activities and operations are carried out in strict compliance with company and government processes/regulations.
• Perform other related duties as assigned.
• Utilize Numotion Leadership Principles to perform 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.
• Provide excellent customer service for all internal and external customers of the operations at all times.
• Provide solutions for customer concerns and continually focus on customer service as our top priority.

Required Qualifications, Skills, and Experience

• 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.
• Ability to remain focused while handling multiple tasks, responsibilities, and projects.

Preferred Qualifications and Competencies

• 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.
• Prior 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.
• Demonstrated ability to act as a change agent and lead the acceptance of change within a rapidly changing environment.
• Ability to develop and execute multiple business priorities and approaches to meet objectives.
• Demonstrated 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.