Contractor or Direct Hire

Position Description

The Commercial Operations Lead is responsible for leading operational execution in support of our client's commercial business. This role serves as the operational liaison between Sales, Customer Service, Field Support, Supply Chain, Quality, Finance, and third-party logistics partners to ensure successful customer onboarding, commercial case readiness, capital equipment deployment, and exceptional customer experience. The position drives operational excellence by coordinating nationwide case logistics, supporting commercial initiatives, and continuously improving business processes to enable scalable growth.

Principal Responsibilities

Customer & Commercial Operations

• Serve as the primary point of contact for customer inquiries and escalations.
• Build and maintain strong customer relationships through proactive communication and exceptional service.
• Provide timely updates regarding orders, pricing, shipments, product availability, and case readiness.
• Lead resolution of complex customer issues from purchase order through case completion.
• Support implementation of commercial initiatives, including new pricing, contracts and sales processes.
• Process Return Material Authorizations, coordinate replacement product shipments, including loaner equipment.
• Track returned serialized products through completion in NetSuite.
• Support inventory reconciliation and product tracking.

Commercial Case Operations

• Review and process customer purchase orders, verifying pricing, quantities, lead times, revisions, and contract requirements.
• Create sales orders, transfer orders, replacement orders, and other ERP transactions.
• Coordinate shipment scheduling and order fulfillment while ensuring order accuracy.
• Monitor upcoming procedures and proactively identify scheduling or inventory risks.
• Coordinate deployment, transfer, and logistics with third-party partners to ensure equipment and products arrive on time across the US.

Process Improvement & Reporting

• Develop and maintain SOPs, work instructions, and operational documentation.
• Identify process improvement opportunities and recommend operational solutions.
• Maintain accurate customer information within ERP and CRM systems.
• Maintain operational reports and dashboards.
• Maintain documentation supporting our QMS, and audit requirements.

Qualifications

• Exceptional communication skills.
• Strong problem-solving ability with experience managing escalations.
• Highly organized with the ability to manage competing priorities.
• Experience with ERP/CRM systems such as NetSuite.
• Proficient in Microsoft Office.

Education & Experience

• Bachelor's degree in Business, Communications, or related field.
• 10+ years of experience in customer service, commercial operations, or medical device operations.

Working Conditions

• Full-time, on-site position based in the NW Minneapolis, MN metro.
• Standard office environment with extended periods at a computer.