Job description

E-Swin USA, Inc Operations & Customer Service Manager, MO, USA

E-Swin group is a world-leading manufacturer of vision health products, dedicated to the analysis and treatment of dry eye syndrome. The innovative Dry Eye Management concept has been developed by ESW Vision to provide a unique solution dedicated to the ophthalmic and optical market. E-Swin USA’s mission is to deliver outstanding technologies to eye care professionals to manage and deliver long term care solutions for their patients. E-Swin is also very active in the beauty segment delivering pulsed light devices and accessories for medical, professional and home use. Our products are distributed worldwide through a network of partners specialized in the ophthalmology and beauty segments.

Are you at your best leading operations and providing outstanding customer service to healthcare organizations excited to implement new technologies to improve workflow and patient compliance? Your focus will be to optimize the organization’s operations and our customers ’onboarding and total satisfaction program by supporting the sales team to reach sales objectives and delivering best support to our customers to assist them in reaching optimum productivity with our products in their clinics. We are looking for an outstanding, passionate Operations & Customer Service Manager to join our team.

Task and Responsibilities:

As the Operations & Customer Service Manager your responsibility is directly linked with E-Swin USA’s mission to deliver outstanding technology to make an immediate difference for our customers. With passion and internal drive, you will support new and current customers to optimize their use of E-Swin USA’s technology to its full potential. Driven to provide excellent customer support by interfacing with sales and service personnel to effectively implement our diagnostic and treatment devices at the customers’ sites. You will also participate in strengthening our relationship with distribution partners in Ophthalmology and Optometry segments by ensuring strong and consistent product/logistic support.

In this full time position, you will report to E-Swin USA USA Managing Director. You will be located in the St Louis, MO area, operating from your home-based office, in direct cooperation with our logistic center based in St Louis, MO.

We offer you:

• A versatile and challenging position in a growth company with unique products and solutions.
• A fixed salary, bonus participation plan and other benefits.

Primary Responsibilities and Duties:

• This person is the driver to refine and optimize operation processes to support our sales team in delivering our products to our customers and ensuring smooth, professional installation and support.
• Work with Sales team to deliver, install products at customers ‘sites. Works with doctors, nurses, and technologists at each location to maximize their usage rate of the products they purchased.
• Ensure that customers are well stocked on all consumables needed to operate their products. Coordinate with our logistic center in St Louis area to design seamless, efficient fulfillment processes meeting and exceeding customers’ expectations.
• Be the main contact person for follow-up concerns, technical issues, system upgrades, and additional training needed by telephone and in person for more complex cases if needed.
• Work closely as a team with the Area Sales Managers to plan, coordinate and execute best in class business strategies to grow our market presence.
• Result-oriented, assessing and analyzing budgets, you take pride in optimizing profit as well as meeting/exceeding operational, financial and corporate growth objectives by working across diverse internal and external teams.
• Communicating with senior management about shifting company priorities and projects. Identifying potential problems and points of friction and working to find solutions in order to maximize efficiency and revenue.
• Adaptability, able to respond quickly to a shifting reality and adjust initiatives and priorities accordingly.
• Maintain a strong focus on building client relations, consistent strategic planning and process improvements.
• Strong business acumen, ability to deliver tangible solutions to customers and the passion to help others.
• Understanding of healthcare IT solutions for seamless integration with our products.
• Highly motivated, self-driven individual with good social skills.
• Leading implementation teams to complete projects on time, safely and to the customer’s satisfaction.
• Responsible to work closely with our team in France to place orders, manage current and new inventory. Cooperate on a weekly basis with our logistics center in St Louis to manage our inventory and flow or orders/shipments.
• Will collaborate in creating a wide variety of business operations tools for customers and business partners.
• Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them.
• Other duties and responsibilities as assigned.

Experience, Education, Training, and Skills:

• A BS or equivalent degree, a minimum of 4+ years related experience in business, supply chain, operations.
• Strong communication and team/interpersonal skills; strong leadership capabilities, and ability to initiate and maintain cross-team relationships. Speaking French is not a must but would be welcomed.
• Demonstrated ability to work with diverse groups participating in screening Programs implementation, including national, state, and local government programs.
• Adhere to all company policies, procedures and business ethics codes.
• Ability to travel to customer sites, trade shows and other events to support E-Swin USA business.
• Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA).
• Ability to establish and maintain positive and effective work relationships with Co-workers, clients, members, providers and customers.
• Ability to read, analyze and interpret equipment manuals.
• Ability to write reports and business correspondence.
• Ability to effectively present information in one-on-one and group situations to customers and other employees of the organization.
• Ability to be flexible with schedule and ever-changing working environments.
• Highly organized with a great attention to detail.
• Ability to effectively use technology to present complex information to customers. Proficient knowledge of MS office, Quickbooks and CRM Salesforce or similar.
• This position will require the applicant to meet all customer specific mandates, vaccinations and/or screening tests.

Language and Verbal Skills

Individual must have excellent verbal and written communication skills and a demonstrated ability to communicate clearly and professionally. Must have clear, confident oral presentation skills.

Travel Requirements

Limited travel required to customer sites, trade shows, workshops and Special events. This is a high profile position that is privy to confidential information; the highest level of discretion, integrity and professionalism is needed at all times.

Math Skills

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Analytical and Reading Skills

Ability to read, analyze, interpret and assist in the creation and refinement of company procedures. Ability to define problems, collect data, establish facts, draw valid conclusions and report on findings.

Physical Requirements

While performing the duties of this job, the employee may be required to perform lifting tasks of up to 25 pounds for short durations. Duties of this job may involve standing and/or walking for extended periods of time. Duties also involve daily keyboard data entry. Specific vision abilities required by this job include close vision.

Work Environment

Most adminstrative work will be performed in a home office environment.

Safety

E-Swin USA is committed to the health and safety of our employees. We expect that all employees will perform their responsibilities while maintaining a safe, cooperative, and productive work environment, thus ensuring the health and safety of themselves and others.

Job Type: Full-time

Pay: $20.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote
• Temporarily remote

Ability to commute/relocate:

• Bridgeton, MO 63044: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Associate (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: Hybrid remote in Bridgeton, MO 63044

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