Essential Duties and Responsibilities

Contract Activities:

• Liaises with Field Sales in processing US Vaporizer contract requests according to approval procedures established by the business
• Ensures complete set up and tracking of all vaporizer agreements to include customers, terms, asset information in internal contract systems (Salesforce CRM) and related files
• Documents any changes or modifications of the vaporizer agreement and ensures updates and supporting documents are properly stored
• Reconciles vaporizer agreements and related customer data on a monthly basis
• Ensures all vaporizers sent to US customers are supported by an active customer agreement
• Creates monthly reporting for contract compliance measurement and expirations
• Assists in the management of expiring agreements via reporting, processing renewals and assisting sales team in the renewal process
• Maintains accountability for key customer entities, such as National GPOs and IDN's, in relation to vaporizer agreements and performs updates as needed
• Analyzes and performs updates to contract membership changes 
• Partners with Legal, Sales, Finance and other departments to review contract language and determine administration processes for new contract offerings
• Prepares ad-hoc analysis related to contract data to support sales activities

Invoicing and Collections:

• Performs monthly contract compliance measurement activities and prepares reporting to support these activities
• Administers contract terms for non-compliance, early contract terminations, machine swaps and outstanding RMAs and coordinates with finance team for invoice creation 
• Work with field sales, finance, and customers to perform issues and resolve disputes related to issued invoicing 
• Monitors payments and reconciles payment activity to open invoices and processes necessary adjustments
• Coordinates invoices write offs and other adjustments with Finance teams
• Provides support for related invoicing upon request

Other Operations Activities:

• Assists Vaporizer Operations team by providing support related to performing activities around Vaporizer Lifecycle Management including processing customer orders, arranging for installations of assets, processing customer complaints, issuing RMAs, processing asset transfers and write offs, and coordinating the repair and redeployment of vaporizers
• Provides vaporizer account management and customer support services by responding to inquiries from Sales, customers, and other teams
• Supports vaporizer audits and inventory reconciliations
• Assists with the creation and maintenance of department SOPs 
• Provides necessary reporting to support government requirements
• Supports other projects as needed or requested by internal and external stakeholders related to vaporizers or other operations department activities
• Acts as the SME for Vaporizer Agreement data in contracting and other internal systems
• Supports international vaporizer activities in terms of tracking, audits, and other data as required. Supports international activities as requested
• Participates and contributes to process improvement projects in vaporizer department
• Other duties as assigned

Key Competencies (knowledge, skills, and abilities every person must possess to be successful)

• Excellent customer service and communication skills (verbal and written) and ability to handle difficult situations in a positive, professional, and proactive manner 
• Energetic self-starter with well-developed problem-solving skills and strong work ethic
• Results driven with sharp attention to detail and established organizational skills
• Team player who works well with others with the ability to work cross-functionally to support the needs of internal and external stakeholders
• Possesses aptitude for critical thinking — uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Evaluates, acts, and communicates
• Ability to assimilate large amounts of data and analyze to determine trends and make informed decisions