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Job Details
The Director, Global Customer Contracts and Services is a senior-level position responsible for managing Haemonetics worldwide commercial contracts and customer service processes.This includes overseeing contract negotiation, administration, and compliance, as well as managing the flow of customer orders globally. As it relates to contracting, the Director will lead a team that ensures contracts are thoroughly reviewed / drafted, accurate and legally sound, responsibly negotiated and attentively maintained, all in a timely fashion. The Director will develop and maintain robust contract management processes, procedures, internal controls and systems to ensure compliance with regulations and industry standards. This individual will also lead and support the customer service team including setting goals, providing training, supporting high volume processing efficiency and ensuring high levels of customer satisfaction.The Incumbent will oversee global customer order management processes to ensure efficient and timely execution while meeting both internal and external customer requirements Contract Leadership Responsibilities:
- Negotiate and Draft Contracts - Manage a team that works with legal, finance and other cross-functional stakeholders to ensure contract terms are fair and legally compliant, and that they meet the needs of both the company and the customer.
- Manage Contracts - Manage a team responsible for tracking contract terms, ensuring adherence to contract obligations, and handling contract renewals and terminations.
- Address Contract Disputes - Mediate disputes that arise with customers regarding contract terms, working to find mutually agreeable solutions.
- Oversee Contract Compliance - Ensure adherence to commercial and government regulations. Facilitate processes / reporting to ensure all parties involved in the contract are adhering to their obligations, and that all necessary documentation is in order.
Customer Service Leadership Responsibilities:
- Ensure Business Stability and Scalability - Establish and maintain systems + processes to support the seamless processing of a high volume of transactions (orders, inquiries, ...)
- Monitor Customer Satisfaction - Track customer feedback, conduct surveys, and analyze data to identify areas where customer satisfaction can be improved.
- Address Customer Complaints and Inquiries - Handle customer issues promptly and effectively, ensuring that customers feel heard and valued.
- Develop and Implement Customer Service Strategies - Identify areas for improvement, develop new initiatives, and implement changes to improve customer service.
Education/Experience:
- Bachelor's degree in Business Administration, Management, Finance or related field Required. Master's degree in law, business administration, or a related field with emphasis on analytical, communication, and strategic thinking preferred
- Professional certification in contract management (e.g., CPCM, CCMP) and / or legal qualifications and / or program management (PMP) is a significant asset.
- 10 years of experience in a customer-facing function (ideally contract management or customer service, ideally within medical device) required. 7-years Business, Finance and/or Contracting experience required.
- Min 6 years experience in a leadership or supervisory role in a matrix, direct / indirect and global settings is required
- Proven track record of successful contract negotiations and/or customer service management within the matrix, international environment required
- Familiarity with industry-specific regulations and standards.
- Advanced knowledge of contract / order management lifecycle software is Preferred
- Exposure to process improvement methods (Lean/Lean Startup, Six Sigma) is advantageous.
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Haemonetics Corp
May 20, 2025