What are the responsibilities and job description for the Manager - Loaner Customer Service FL position at Arthrex?
Arthrex, Inc. is a global medical device company and a leader in new product development and medical education. We are a privately held company that strives to accomplish our corporate mission of Helping Surgeons Treat Their Patients Better™. We are committed to delivering uncompromising quality to the health care professionals who use our products, and ultimately, the millions of patients whose lives we impact.
Arthrex Benefits
Medical, Dental and Vision Insurance
Company-Provided Life Insurance
Voluntary Life Insurance
Flexible Spending Account (FSA)
Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
Matching 401(k) Retirement Plan
Annual Bonus
Wellness Incentive Program
Free, Onsite Medical Clinics
Free Lunch
Tuition Reimbursement Program
Trip of a Lifetime
Paid Parental Leave
Paid Time Off
Volunteer PTO
Employee Assistance Provider (EAP)
Please note, most benefits are for regular, full time employees.
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.
Arthrex Inc. is hiring a Manager, Loaner Customer Service to work at our Logistics Center in Fort Myers, FL to provide leadership, guidance & support to the Customer Service Loaner department and related operations. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.
Essential Duties and Responsibilities :
- Manage staff of supervisor, team lead, and administrators involved in working with agency office personnel to ensure timely responses and delivery of loaner order requests and returns.
- Handles elevated issues with customers or agency office personnel, resolve conflicts and implement actions to correct the problems from reoccurring.
- Help team members in resolving loaner-related issues, in order to complete daily responsibilities.
- Provide high-level communication to Agency Owners, Regional Managers, and Agency Office personnel when important issues arise.
- Identify areas of improvement and work with supervisors on company projects to improve and make processes more efficient benefiting the team, agencies, and customers.
- Oversee staff to ensure Agency and Customer loaner requests are handled with urgency and addressed appropriately throughout the entire loaner process.
- Collaborate with the Inventory Control Manager of Global Field Logistics & Loaner Processing Supervisor to monitor and ensure a fluid process flow from order creation by Customer Service Loaner team through return processing and inspection of loaners by the Loaner Return Processing Team.
- Coordinate with Product managers and Field Operations Analysts to recognize and suggest needs for additional build of loaners due to high demand.
- Support and ensure all Agencies are following Arthrex corporate requirements and Arthrex Quality Management standards.
- Support and encourage positive interactions across teams in order to develop good communication skills.
- Encourage all team members to participate in personal development and be involved in continuous improvement and innovation keeping in mind the best ways to service our customers.
- Work with Human Resources on staffing needs, conduct interviews and select candidates for open positions.
- Review the Supervisor’s training plans and oversee coaching, mentoring, and training of new hires.
- Provide guidance to CSLR department supervisors to conduct performance evaluation reviews as well as handling disciplinary actions, collaborating with the Director of Customer Service and / or Human Resources when necessary.
- Ensure compliance within functional area and support the compliance objective of the organization as a whole.
Education and Experience :
Knowledge and Skill Requirements / Specialized Courses and / or Training :
Machine, Tools, and / or Equipment Skills :
PC’s, database, statistical programs, and a high level of knowledge of the MS Office Suite.
Language and Communication Skills :
Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above. Ability to verbally communicate ideas and issues effectively to other team members and management. Ability to write and record data and information as required by procedures.
Physical Demands :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and / or move up to 10 pounds.
Arthrex Benefits
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.
