Senior Customer Operation Representative- Contracts & Pricing Specialist
Position Summary
The Senior Customer Operations Specialist – Contracts & Pricing serves as the operational owner of specialized commercial processes that support revenue execution, pricing administration, contract implementation, international distributor operations, consignment administration, GPO reporting, rebate administration, and customer account management across AVITA Medical. This senior-level individual contributor role requires advanced operational expertise, strong business acumen, independent judgment, and the ability to lead complex cross-functional initiatives with minimal supervision.
Key Responsibilities
Manage customer order management, account inquiries, pricing requests, and fulfillment coordination, ensuring accurate execution and high levels of customer satisfaction.
Coincide with internal teams to resolve customer, order, and account issues, ensuring timely communication and resolution.
Act as the primary escalation point for complex customer operations, pricing, and contract issues, providing guidance to team members and recommending solutions to management.
Contracts & Pricing Administration
Lead the execution of enterprise pricing initiatives, including annual price increases, GPO pricing updates, contracted account pricing, hospital system pricing, distributor pricing, and account-specific pricing programs.
Own the end-to-end implementation, maintenance, validation, and auditing of pricing updates across Salesforce, ERP, CRM, and related systems, ensuring pricing accuracy, data integrity, and alignment with approved commercial agreements.
Serve as the primary business resource and decision-maker for pricing implementation, contract administration, account-specific pricing structures, GPO pricing, rebate administration, and related commercial operations processes.
Independently evaluate pricing requests, contract requirements, account structures, operational impacts, and implementation risks to determine the appropriate course of action within established company policies and authorization guidelines.
Lead cross-functional coordination with Corporate Accounts, Sales Operations, Finance, Legal, and Customer Operations to drive successful implementation of pricing initiatives, contract amendments, commercial programs, and account-specific requirements.
Own contract administration activities, including execution tracking, renewal management, amendment coordination, documentation oversight, operational implementation, and ongoing compliance monitoring of approved agreements.
Lead investigation and resolution of complex pricing, contract, rebate, and reporting issues that may impact revenue realization, customer experience, compliance, or operational performance.
Own the creation, maintenance, reconciliation, and analysis of monthly and quarterly GPO, hospital system, rebate administration, and pricing reports to support operational execution and financial accuracy.
Lead continuous improvement initiatives across pricing, contracts, reporting, and customer operations by identifying process gaps and implementing scalable solutions that improve accuracy, compliance, efficiency, and customer experience.
Customer Operations & Commercial Support
Serve as the subject matter expert for contracts, pricing, and commercial processes, providing guidance to internal stakeholders and supporting execution of business initiatives.
Manage customer accounts, order processing, and account-related inquiries, ensuring compliance with pricing, contract terms, and operational requirements.
Lead resolution of customer complaints, product returns, replacements, and domestic and international Return Material Authorizations (RMAs) in accordance with company procedures and quality requirements.
Own Customer Operations activities related to international distributor onboarding, operational support, and international RMA administration, serving as the primary operational contact for distributor-related matters.
Own administration of consignment processes for customers operating under executed consignment agreements, including account setup, inventory tracking, reconciliation activities, documentation management, and issue resolution.
Maintain accuracy, integrity, and audit readiness of customer, contract, and pricing data across Salesforce, ERP, CRM, and related systems.
Partner cross-functionally to resolve operational issues and support execution of commercial initiatives.
Develop and maintain SOPs, reports, training materials, and operational documentation; provide guidance to team members.
Support audits, compliance reviews, special projects, and evolving business initiatives as needed to support the continued growth and operational needs of the organization.
Requirements
Education/Training: Associate or Bachelor’s degree required. Minimum of 5 years of progressive experience in customer service, customer operations, commercial operations, order management, contracts administration, pricing administration, or a related operational role.
Experience: Demonstrated experience managing complex order, pricing, contract, account setup, reporting, or CRM workflows with cross-functional stakeholders.
Knowledge/Skills: Excellent written and verbal communication skills, including the ability to communicate clearly with Sales, Finance, Legal, Quality, Logistics, field teams, customers, and leadership. Strong Excel and Microsoft Office Suite skills. Collaborative, service-oriented mindset with a commitment to customer experience, compliance, quality, and operational excellence. Highly organized with strong attention to detail and accuracy. Strong problem-solving skills and a collaborative mindset. Ability to prioritize and manage multiple tasks in a fast-paced environment.
AVITA Medical is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business need. Your Physical Work Environment Will Require: The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.