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Business Process Specialist - Customer Service

Avanos Medical
United States, Georgia, Alpharetta
5405 Windward Parkway (Show on map)
May 20, 2024

Requisition ID:5531

Job Title:Business Process Specialist - Customer Service

Job Country:United States (US)

Here at Avanos Medical, we passionately believe in three things:

  • Making a difference in our products, services and offers, never ceasing to fight for groundbreaking solutions in everything we do;
  • Making a difference in how we work and collaborate, constantly nurturing our nimble culture of innovation;
  • Having an impact on the healthcare challenges we all face, and the lives of people and communities around the world.

At Avanos you will find an environment that strives to be independent and different, one that supports and inspires you to excel and to help change what medical devices can deliver, now and in the future.

The Avanos COVID-19 Vaccine Policy: This Policy applies to U.S. customer-facing / field-based employees & Avanos leadership: All U.S. customer-facing / field-based employees hires must be fully vaccinated against COVID-19. Proof of being fully vaccinated does not need to be disclosed until a job offer has been made but must be submitted within 48 hours after the acceptance of the job offer. If you have a qualifying medical condition or sincerely held religious belief or practice that precludes you from receiving a COVID-19 vaccine, you may apply for an exemption or deferral after you accept the job offer and before your scheduled start date. The reasonable accommodation provided to the employee, if any, will depend on the employee's job and the applicable facts, but it may include weekly COVID-19 testing and masking requirements. New hires who do not submit, before their scheduled start date, proof of being fully vaccinated or a request for a reasonable accommodation will have their job offer revoked.

Avanos is a medical device company focused on delivering clinically superior breakthrough solutions that will help patients get back to the things that matter.We are committed to creating the next generation of innovative healthcare solutions which will address our most important healthcare needs, such as reducing the use of opioids while helping patients move from surgery to recovery. Headquartered in Alpharetta, Georgia, we develop, manufacture and market recognized brands in more than 90 countries. Avanos Medical is traded on the New York Stock Exchange under the ticker symbol AVNS. For more information, visit www.avanos.com.

The role

This position is primarily responsible for leading optimization of the Customer Service processes. The incumbent will work closely with various cross functional teams, as well as SAP system users to develop lasting solutions to make Customer Service more efficient. The incumbent will monitor trends in business and team member performance to identify opportunities and help implement tool and process design changes to improve results while utilizing Lean Principles and Tools to drive innovation within the Customer Care organization.

These individuals operate in a fast-paced, dynamic environment which requires independent problem solving and higher-level analytics in order to succeed. The incumbents are required to effectively manage their systems and processes, support and strengthen their customer relationships, and prioritize work - all while making cost effective decisions. Success in this role requires independent thinking, extensive systems/supply chain knowledge, product knowledge, strong communication skills (written and verbal), and the ability to problem solve customer issues quickly and efficiently.

This role requires strong data management and analytical skills, problem solving, independent thinking, extensive systems/supply chain knowledge, product knowledge, strong communication skills (written and verbal).

Essential Duties and Responsibilities:

  • Evaluate current processes, identify gaps, and develop business process and/or systems solutions to close the gaps and drive superior business results.
  • Lead development and communication of policy and procedure documentation.
  • Drive compliance to best practices and standard business processes in Customer Service according to established process maps and documented procedures.
  • Analyze data and reports to identify improvement opportunities, noncompliance issues or further training or development needs.
  • Ensure training materials are audited and updated according to business process enhancements.
  • Provide training to users in pre-defined classroom settings or in ad hoc sessions as necessary to support user needs.
  • Respond to user issues by providing a high level of collaboration and responsiveness to resolve critical business challenges.
  • Drive Continuous Improvement culture within Customer Service.
  • Works cross-functionally with other teams and departments to gather insights which will improve customer experience and transactional effectiveness.
  • Identify and drive improvements in Customer Service and ensure that improvements are aligned with customer and business objectives.
  • Utilizing project management skills to effectively develop implementation plans and accurate project timelines to ensure business objectives are met.



  • Bachelor's Degree or equivalent business experience
  • 3+ years' experience in Customer Care, Supply Chain, Sales Operations, or related field
  • Experience in SAP systems and processes
  • Multiple functions, plant or cross sector experience is preferred.
  • Strong communication and collaboration skills, specifically in a training environment
  • Willing to challenge the status quo and facilitate different perspectives to drive solutions


  • Experience in Salesforce Dot Com (SFDC) systems and processes
  • Experience in EDI IDoc Errors (850, 855, 856, and 810)
  • Knowledge of Continuous Improvement and/or LEAN principles and tools
  • Intermediate/Advanced Excel skills
  • Strong project management skills
  • Strong organizational skills including attention to detail

Avanos Medical is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law. If you are a current employee of Avanos, please apply here .

Join us at Avanos

Join us and you can make a difference in our products, solutions and our culture. Most of all, you can make a difference in the lives, people, and communities around the world.

Make your career count

Our commitment to improving the health and wellbeing of others begins with our employees - through a comprehensive and competitive range of benefits. We provide more than just a salary - our Total Rewards package encompasses everything you receive as an employee; your pay, health care benefits, retirement plans and work/life benefits.

Avanos offers a generous 401(k) employer match of 100% of each pretax dollar you contribute on the first 4% and 50% of the next 2% of pay contributed with immediate vesting.

free onsite gym | benefits on day 1 | HQ region voted 'best place to live' by USA Today