About AA Medical

AA Medical is a provider of sustainable solutions to both the new and resale medical device equipment markets. AA Medical was founded in 2012 to help doctors and surgeons around the world access high quality pre-owned medical equipment at an affordable price. We are proud to consistently connect the world with life sustaining medical equipment and are constantly working towards even more growth.

AA Medical offers a variety of benefits to ensure that our employees feel supported and valued.

About the role

The Customer Success Manager reports to the Chief Operating Officer will act as the critical liaison between the sales team, warehouse, and customer fulfillment operations. This role ensures seamless coordination between departments to optimize sales order management, improve order fulfillment, and enhance overall customer satisfaction. The Sales Operations Manager will oversee order management, item fulfillment, troubleshoot bottlenecks, and drive process improvements to ensure timely and accurate order completion.

What you'll do

Serve as the primary point of contact between the sales team and warehouse, ensuring clarity on product availability, order requirements, and customer expectations.

Act as a liaison to resolve any discrepancies or issues between sales orders and warehouse stock or shipping processes.

Collaborate closely with other departments (logistics, procurement, and finance) to streamline operations and ensure customer satisfaction.

Oversee the entire sales order lifecycle, from the entry and processing of sales orders to fulfillment and final delivery.

Ensure timely fulfillment of customer orders by coordinating between the sales team and warehouse on inventory status, backorders, and shipment logistics.

Act as the control tower for right product right place at all of the operations sites. To include Transfer Orders between sites, intercompany transfers, and ensuring availability of newly arrived equipment.

Monitor order backlogs, product substitutions, and expedite critical orders.

Provide feedback to the sales team on potential delays.

Identify inefficiencies in the sales and order fulfillment processes and suggest improvements to optimize workflow.

Collaborate with the warehouse and logistics teams to improve order accuracy, on-time delivery, and overall customer service metrics.

Implement standardized procedures for managing order modifications, returns, and exchanges.

Analyze sales, inventory, and fulfillment data to track key performance indicators (KPIs) related to order processing, inventory management, and sales productivity.

Provide regular reporting to management, highlighting performance trends and recommending strategies to enhance operational efficiency.

Forecast demand and collaborate with the sales and warehouse teams to ensure inventory levels align with sales projections.

Address escalated customer concerns related to order fulfillment, collaborating with the customer service team to resolve issues quickly.

Ensure that the warehouse and sales team are aligned with the customer service team's expectations regarding lead times, shipping deadlines, and special-order requirements.

Provide training and support to the sales and warehouse teams on process updates, new technology, and order fulfillment best practices.

Lead cross-functional meetings to ensure consistent communication between sales, warehouse, and fulfillment teams.

Qualifications

Bachelor's degree in Business, Supply Chain Management, or a related field.

5+ years of experience in sales operations, warehouse management, or order fulfillment in a fast-paced environment.

Strong understanding of order processing systems, inventory management, and logistics.

Excellent communication and interpersonal skills to manage relationships between teams.

Ability to manage multiple projects simultaneously and troubleshoot issues effectively.

Experience with ERP systems (e.g., NetSuite, SAP) and CRM platforms.

Proven track record of process improvement and successful cross-functional collaboration.

Experience in the medical device, e-commerce, or distribution industry.

Advanced proficiency in Excel and data analysis tools.

Company Values:

Relationship Focused. Our business is built on trusted partnerships. We are consultative advisors and problem solvers.

Innovation Minded. We are creating something that has never been done before. We won't settle for just good enough.

Growth Driven. We are competitive and driven to be the best. Our agility allows us to "get big but, stay small."

Human Centered. We are an unconventional, high-energy team. Our culture is employee and mission focused.

Tech Enabled. We use technology to be bigger, faster, and stronger.

Company Benefits:

Bonus and Commission Pay

401(k)

Health, Vision, and Dental insurance

Flexible schedule

Generous PTO (Paid Time Off) and Holiday Calendar

Schedule:

Monday to Friday

Salary Range:

$100-$120K

AA Medical

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Customer Success Manager