Summary: The Commercial Operations Coordinator is responsible for supporting the commercial side of the business by managing order processing, responding to customer inquiries, coordinating documentation, and producing key sales and financial reports. This role serves as a central point of coordination between customers, sales, finance, and operations.
RESPONSIBILITIES AND DUTIES
Customer Support & Order Management
- Process customer orders accurately and in a timely manner
- Respond to customer inquiries regarding orders, pricing, and product information
- Support customer onboarding, including documentation and setup
- Coordinate and send product samples to customers
Sales Operations & Reporting
- Generate recurring reports, including:
- Domestic rebate summaries (twice monthly)
- Net sales vs. budget (monthly)
- Units shipped vs. budget (monthly)
- Commission reports (monthly)
- International units sold (monthly)
- Maintain and update customer pricing and related documentation
- Ensure data accuracy across systems and reports
Commercial & Administrative Support
- Manage documentation related to customer registrations and pricing agreements
- Coordinate shipment of sales and marketing materials for tradeshows
- Process customer rebates accurately and on schedule
Cross-Functional Support
- Partner with Accounts Receivable to assist with customer payment inquiries
- Communicate with internal teams to resolve order, shipment, or billing issues
- Collect and organize customer feedback to support continuous improvement
Support to Sales, Marketing & CRM Operations
- Enter, maintain, and manage data within the CRM system
- Generate and pull reports from CRM to support sales and management insights
- Segment and filter customer and lead data to identify potential sales opportunities
- Execute email marketing campaigns, including list preparation, deployment, and tracking
Qualifications
- Bachelor's Degree from a four-year college or university, or equivalent relevant experience
- Minimum of 2-3 years’ marketing, sales, and/or corporate customer service experience; healthcare or medical device industry a plus
- Must be proficient in Microsoft Office 365 (Outlook, Excel, PowerPoint, Word); experience with Amazon Seller Central, WordPress, Constant Contact, Adobe Suite (InDesign, Photoshop, Illustrator), a strong plus
- Knowledge of various social media platforms, website analytics, SEO tools, and digital marketing best practices
- Excellent people skills to interact with customers, colleagues, cross-functional teams, and third parties
- Ability to organize, prioritize, and meet deadlines in a fast-paced environment while simultaneously handling multiple initiatives.
COMPETENCIES:
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
- Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
- The physical demands and environmental characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- While performing the duties of this job, the employee is regularly required to sit or stand; use hands and fingers to handle or feel; reach with hands and arms; and talk or hear.
- The employee must frequently lift and/or move up to 35 pounds.