Customer Service Supervisor

PURPOSE OF JOB: 

·        The Customer Service Supervisor will be responsible for providing each customer with an excellent purchasing experience from Grace Medical.

·        The Customer Service Supervisor will be responsible for supervising the Customer Service Department in order to ensure the profitable and efficient operation of the department as measured by a number of metrics that will be discussed with potential candidates. Examples of such metrics would include: reduced order errors, effective use of customer service personnel time in order to maximize processed orders and outbound customer contacts.

·        The Customer Service Supervisor will need to interact closely with sales management, distribution, manufacturing planning and purchasing management, accounting and finance, and RA/QA management.

MAJOR DUTIES AND RESPONSIBILITIES: 

·        Collaborate with sales and marketing management to review customer service department issues, procedures, and productivity and to ensure that company goals and initiatives are being met;

·        Collaborate with planning and purchasing management to provide information on large orders, to give advance notice of potential inventory shortage issues, and to attain cost savings with suppliers;

·        Collaborate with RA/QA management to understand and ensure compliance with Company procedures and regulatory requirements;

·        Collaborate with accounting and finance management in planning for and evaluating the financial effects of policies and procedures, and dealing with the financial effects of customer service problems;

·        Investigate customer service issues with both internal and external customers and follow through with appropriate company and customer personnel to ensure timely resolution, including at times implementation of procedures to reduce the likelihood of future repetitions of such issues;

·        Development of procedures, policies, and standards to monitor the quality, quantity, and efficiency of order fulfillment, both on incoming and outgoing portions of our customer transactions;

·        Development of reporting to document progress in the improvement of customer satisfaction and operational efficiencies;

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree preferred, a minimum of 5 years experience in a supervisory role of customer service required.

·        Proven work experience in leading a customer service dept., preferably in the medical device field;

·        Excellent knowledge of management methods and techniques;

·        Proficiency in English;

·        Excellent interpersonal skills and leadership qualities;

·        Strong communication skills;

·        Advanced troubleshooting skills;

·        Ability to multi-task;

·        Strong analytical and problem-solving skills;

·        Ability to learn and understand the regulatory environments in which a medical device company must operate

·        Attention to detail

OTHER QUALIFICATIONS

·        Knowledge - Requires an in-depth knowledge of all company products and health care market experience preferred. Good computer and professional telephone skills and the ability to operate all required office equipment. Organizational, analytical, and problem-solving skills are necessary.

• Mental - Requires a relatively high degree of concentration and attention to detail.

• Physical - Requires walking/standing approximately 5% of time; sitting approximately 95% of time; lifting up to 25 lbs. approximately 15% of time; stooping, forward bending and crouching approximately 5% of time. Sometimes requires standing eight hours a day at meetings and conventions. Must be able to travel.

• Environmental - Requires capability of performing essential job functions in an office environment with climate-control and good lighting. 

• Manual Dexterity - Requires use of hands and arms to operate telephones, facsimile machines, computers and other general office equipment, to record written information and maintain files. 

• Audible - Requires the ability to verbally communicate with customers, distributors and co-workers in person and via telephone.