Sales & Customer Service Manager

Position Overview

In light of rapid growth, Oxus seeks to expand capabilities on the commercial side of the business and has defined the following key functional areas:

1.    Product and Marketing Management

2.    Business Development

3.    Sales Operations and Customer Service

This role will focus on driving optimization of the Sales and Customer Service areas under this new structure. The Sales and Customer Service teams at Oxus primarily support the Service Parts segment of the organization which currently delivers the largest portion of company revenue. The goal is continued expansion of market share in the Service Parts segment through cross-selling to existing customers and growth with new customers in new geographies (Canada, Europe, Latin America, etc.). Further expansion of the department’s responsibilities may occur as the company gains presence in other medical oxygen and healthcare markets.

Key Responsibilities

Sales Operations

·      Develop and execute the Oxus Sales Strategy in conjunction with the Product and Marketing Management and Business Development.

·      Identify and implement cross-selling initiatives with existing customers.

·      Identify new Service Parts customers in conjunction with global sales and business development counterparts.

·      Ensure comprehensive qualification and onboarding of new customers.

·      Prepare business cases and establish pricing with new customers.

·      Lead annual pricing reviews for all customers and implement adjustments.

·      Negotiate prices changes and customer contracts.

·      Increase face-to-face interactions with key existing customers.

·      Conduct regular customer scorecard refreshes and reviews.

·      Drive efficiency efforts and shortening of the overall sales lifecycle.

Customer Service

·      Hands-on supervision of the day-to-day activities of the Customer Service team.

·      Work closely with Operations and Supply Chain to ensure timely fulfillment of customer orders and warranty claims.

·      Lead and improve the customer core return process.

·      Provide regular sales data and reporting to internal and external customers.

·      Conduct periodic customer surveys and reviews with key customers to ensure Oxus maintains a high level of quality in servicing customer accounts.

·      Increase touchpoints with key customers to enhance Oxus market intelligence.

·      Act as voice of the customer inside Oxus.

Minimum Qualifications

·       Bachelor’s degree in a business-related or technical discipline.

·       10 years of combined Sales, Business Development, Customer Service, Operations, or Supply Chain Management experience in a fast-paced manufacturing or production environment.

·       5 years of Outside Sales experience.

·       3-5 years of experience managing hourly and salaried personnel.

·       Track record of selling and servicing electromechanical products, components, and assemblies.

·       Proficiency with ERP systems, CRM platforms, and inventory / logistics applications.

·       Mid-level proficiency with Microsoft Office applications including Excel, PowerPoint, and Word.

·       Ability to organize and lead dynamic projects with multiple stakeholders.

·       Track record of successfully negotiating pricing and contracts, achieving value creation objectives, and managing customer relationships.

·       Demonstrated high level of analytical ability with experience conducting pricing analysis and developing/managing cost models, financial business cases, operating plans, and forecasts.

·       Comfortable operating at all levels of management internally and externally.

·       Experience working globally and cross-culturally.

·       Hands-on problem-solving ability with a sense of urgency.

·       Efficient and effective verbal, written, and presentation skills, including the ability to clearly communicate through dashboards, scorecards, and other reporting mechanisms.

·       Proven capabilities in designing, implementing, and managing standard work, systems, and process improvements.

·       Willing and able to travel to customer locations, trade shows, and other events 30-50% of the time.

·       Ability to work efficiently and effectively whether in the office or on the road.

Preferred Additional Qualifications

·       Master’s degree.

·       Expertise in the design, manufacture, and assembly of gas separation or oxygen generation products, components, and assemblies.

·       Familiarity with medical device and home healthcare market regulations and insurance reimbursement structures.

·       Existing contacts and network within the medical oxygen space.

·       Operations Management, Product Development, or Program Management experience.

·       Advanced skills in Microsoft Excel and PowerPoint.

·       Familiarity with Microsoft BI or similar business intelligence/dashboarding tools.