Customer Service and Distribution Manager at DCI Donor Services

Nashville, Tennessee, United States -

Full Time

Start Date

Immediate

Expiry Date

25 May, 26

Salary

0.0

Posted On

24 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relationship Management, Inventory Management, Order Fulfillment, Contract Management, Regulatory Compliance, Talent Recruitment, Talent Development, Sales Goal Achievement, Budget Management, Demand Forecasting, Tissue Utilization, Distribution Management, Team Leadership, Expense Reporting, CBER Regulations, Microsoft Office

Industry

Hospitals and Health Care

Description

DCI Donor Services (DCIDS) is looking for a dynamic and enthusiastic team member to join us to save lives!! Our mission at DCIDS is to save lives through organ donation and we want professionals on our team that will embrace this important work!! We are currently seeking a Customer Service and Distribution Manager. The Customer Service and Distribution Manager will serve as a member of the Tissue Bank’s management team with responsibility for managing customer relationships and delivering exceptional service. This role contributes to the Tissue Bank’s strategic objectives of revenue growth through the effective management of inventory, coordination of returns/transfers, production planning, order fulfillment, and contract management. It ensures DCI Donor Services remains in compliance with all regulatory guidelines with respect to management of tissue, and recruits, develops and retains talent to create a best-in-class Distribution organization COMPANY OVERVIEW AND MISSION For over four decades, DCI Donor Services has been a leader in working to end the transplant waiting list. Our unique approach to service allows for nationwide donation, transplantation, and distribution of organs and tissues while maintaining close ties to our local communities. DCI Donor Services operates three organ procurement/tissue recovery organizations: New Mexico Donor Services, Sierra Donor Services, and Tennessee Donor Services. We also maximize the gift of life through the DCI Donor Services Tissue Bank and Sierra Donor Services Eye Bank. Our performance is measured by the way we serve donor families and recipients. To be successful in this endeavor is our ultimate mission. By mobilizing the power of people and the potential of technology, we are honored to extend the reach of each donor’s gift and share the importance of the gift of life. With the help of our employee-led strategy team, we will ensure that all communities feel welcome and safe with us because we are a model for fairness, belonging, and forward thinking. Key responsibilities this position will perform include: 1. Ensures sales goals and budget objectives are met through fulfillment of customer orders and unsurpassed customer service. Creates and distributes inventory report to ensure customers in DCIDS’s donor service areas have first choice to available grafts. Communicates tissue availability to Distributors and Contract Partners as appropriate. 2. Determines appropriate “par” levels for tissue inventory to ensure DCIDS can provide appropriate service levels to its customers. Represents Distribution at Production Planning meetings, providing demand requirements based on sales forecasts and processing leads times. 3. Maintains a month-on-hand report to monitor and address low demand inventory. Acts as part of team to create programs/pricing or identify alternative outlets to ensure tissue is utilized. Communicates these programs to customers as appropriate. 4. Ensures that Distribution department is compliant with all regulatory requirements related to storing, shipping, returning or transferring human donated tissue. Has clear understanding of the Center for Biologics Evaluation and Research (CBER) regulations for HCT/Ps established in 21 CFR Parts 1270 and 1271. Supports Account Managers and Inside Sales Specialists with directions on handling tissue requirements in the field. 5. Manages sales agreements with client hospitals, group purchasing organizations (GPOs), distributors and others. Works with Director of Sales to discover requirements to win the contract. Leads negotiation of contract terms. Manages contracts to track renewal dates, alerting management team to any required action. Renegotiates terms as appropriate. 6. Supports Distributor relationships by monitoring distribution revenue, calculating commissions, and securing authorization for timely payment. 7. Monitors, reports and presents revenue results and tissue utilization to senior management, medical management and medical directors. Supports Sales team with Quarterly Territory Reviews reports. 8. Recruits, retains, and develops results driven Distribution team. Advises and counsels, assists, and directs activities to ensure ongoing high performance. Implements timely corrective action when necessary. Identifies training needs to ensure Customer Service Coordinators are proficient in inventory management, regulatory requirements, and interacting with clinical customers. 9. Recommends capital equipment and expense budgets. Reviews and approves expense reports and takes necessary steps to keep expenses within approved budgets and policies. 10. Performs other duties as assigned. The ideal candidate will have: * Associate’s Degree required/Bachelor’s Degree preferred in related field * Minimum 5+ years of medical device, banked human tissue, or biotechnology sales/marketing experience * CTBS required within first year of employment * Working knowledge of computers and Microsoft Office applications to include Word, PowerPoint and Excel are required. * Observes, listens to and talks with employees and others. Stands, sits, and walks. Reads and writes a variety of reports and documents. Travels to OPO and hospital facilities. Lifts up to 50 pounds. We offer a competitive compensation package including: * Up to 184 hours of PTO your first year * Up to 72 hours of Sick Time your first year * Two Medical Plans (your choice of a PPO or HDHP), Dental, and Vision Coverage * 403(b) plan with matching contribution * Company provided term life, AD&D, and long-term disability insurance * Wellness Program * Supplemental insurance benefits such as accident coverage and short-term disability * Discounts on home/auto/renter/pet insurance * Cell phone discounts through Verizon * Monthly phone stipend **New employees must have their first dose of the COVID-19 vaccine by their potential start date or be able to supply proof of vaccination.** You will receive a confirmation e-mail upon successful submission of your application. The next step of the selection process will be to complete a video screening. Instructions to complete the video screening will be contained in the confirmation e-mail. Please note - you must complete the video screening within 5 days from submission of your application to be considered for the position. DCIDS is an EOE/AA employer – M/F/Vet/Disability.

Responsibilities

This management role involves overseeing customer relationships and ensuring exceptional service delivery while managing inventory, coordinating returns/transfers, production planning, and contract management to support revenue growth. The manager is also responsible for ensuring regulatory compliance regarding tissue management and leading the recruitment, development, and retention of the distribution team.