Supervisor, Customer Experience & Order Management

NorthStar Medical Technologies; Beloit (WI); On-site; USD 110,000 - 140,000; Full time

Job summary

NorthStar Medical Technologies in Beloit, WI seeks a seasoned Commercial Operations leader to own end-to-end workflow from contract sign-off through delivery. You will drive data-driven process improvements across Sales, Logistics, and Operations and lead a cross-functional forum to deliver measurable gains.

You will supervise team members, manage ERP process design, and own the Commercial KPIs dashboard, presenting recommendations to senior leadership.

Qualifications

• Bachelor’s degree in Business or related discipline required.
• Minimum six (6) years of experience in office/operations management, business process improvement, or administration; at least one year supervisory experience.
• Demonstrated experience leading cross-functional process improvement initiatives and presenting data-driven recommendations to leadership.

Responsibilities

• Own end-to-end Commercial Department workflow from contract sign-off through product delivery; use data and root-cause analysis to drive gains.
• Lead a cross-functional improvement forum with Sales, Accounting, Logistics, and Operations; drive initiatives from ID to implementation and measured results.
• Serve as the point of contact for escalated or strategic issues; coordinate with Data Entry to resolve inquiries at first contact.

Skills

Process improvement

Data analysis

Project management

Leadership

Cross-functional collaboration

Stakeholder management

Education

Bachelor's degree in Business or related discipline

Tools

ERP systems

Job description

Join the best radiopharmaceutical company in the world!

If you’re looking to make an impact while building a meaningful career in a specialized, fast-growing field, NorthStar Medical Radioisotopes is the place to do it. NorthStar Medical Radioisotopes is a growing, commercial-stage company focused on advancing patient care by providing therapeutic radioisotopes and novel radiopharmaceuticals to detect and treat cancer.

At the forefront of NorthStar’s technological innovation is scientific excellence, using first-in-kind electron accelerator technology and integrated campus capabilities to drive progress in radiopharmaceutical manufacturing. Our work is driven by a meaningful mission–advancing life-saving radiopharmaceutical development and ensuring a reliable supply of critical medical isotopes for patients in need. As a rapidly growing organization operating on the cutting edge of science, we offer exceptional career growth and professional development opportunities, supported by world-class facilities and a competitive benefits package.

• Own and continuously improve the end-to-end Commercial Department workflow – from contract sign-off through product delivery – using data and root-cause analysis to drive measurable process gains.
• Lead a recurring cross-functional process improvement forum with Sales, Accounting, Logistics, and Operations; drive initiatives from identification through implementation and measured results.
• Serve as the point of contact for escalated, complex, or strategic-account customer issues; partner with the Data Entry Specialist to ensure routine order and delivery inquiries are resolved at first contact.
• Partner with Commercial leadership on contract and purchase order review prior to signature, flagging operational feasibility risks; own execution of contract obligations post sign-off.
• Own ERP process design and configuration for customer accounts; train and provide quality oversight of the hourly Data Entry Specialist's account data entry; troubleshoot system issues.\
• Own the Commercial Ops KPI dashboard: identify and analyze key metrics, and present findings and improvement recommendations directly to Commercial leadership.
• Maintain and evolve the documented customer journey / commercial process playbook (contract sign-off through delivery) as the single source of truth for how the department operates.
• Represent Commercial Operations in cross-functional strategic initiatives (e.g., ERP/system implementations, SIOP, new product launches).
• Supervise assigned team members, including prioritizing and assigning work, providing training and coaching, reviewing work quality, supporting performance management, and ensuring consistent execution of established Commercial processes.
• Bachelor’s Degree in Business or a related discipline and minimum six (6) years of experience in office/operations management, business process improvement, or administration, with a minimum of one (1) year supervisory or people-leadership experience; or equivalent combination of education and experience.
• Demonstrated experience leading cross-functional process improvement initiatives and presenting data-driven recommendations to leadership required. Strong project management, decision-making, and organizational skills with the ability to manage multiple projects and deadlines a must.
• Experience with complex healthcare/pharmaceutical products/services desired. Knowledge of business contracts and familiarity with ERP systems strongly preferred. Experience supervising administrative, customer service, or operations support staff preferred.

Please note the company cannot provide immigration-related sponsorship (including H-1B status, O-1 status, Optional Practical Training support, etc.) for this position. Each successful applicant will be required to complete the Form I-9, Employment Eligibility Verification, demonstrating both identity and employment authorization, on or before the first day of employment. Under federal law, only truthful information may be provided on the Form I-9.