What are the responsibilities and job description for the Manager of Customer Excellence, Capital Equipment position at Medela?

Manager of Customer Excellence, Capital Equipment

MEDELA, LLC in McHenry, IL

Hybrid Role, 3 days onsite & 2 days remote

Salary starting at $70,000 plus bonus

We are not accepting candidates from recruiting firms or agencies.

We make a difference in the lives of families every day

Please go to to learn about us

We are seeking a candidate with the following experience :

Leadership : You are a high energy leader that focuses on developing others and encouraging strategic thinking, innovation, and action.
Customer Service : Engaging passionately with retail and hospital accounts, and internal sales teams.
Billing : Managing diverse billing types, including monthly flat rates, fixed rates, and prepaid agreements, along with processing debits and credits for accounts.
ERP Systems : Utilizing strong ERP expertise to update accounts, generate reports, and ensure accurate information management. (SAP preferred)
Proactive Reporting : Generating, developing, and analyzing reports to identify variances and proactively address the team and customer’s needs.
Communication : Demonstrating the ability to clearly convey information, actively listen, offer constructive feedback, and adapt communication style to various audiences and situations.
Adaptability & Problem Solving : Responding seamlessly to changes and resolving challenges with a solution-oriented approach.
Technical Skills : Leveraging skills in rental and capital equipment programs, along with proficiency in Microsoft Office Suite, particularly Excel, to enhance productivity.

Medela's US-based manufacturing and development facility is headquartered in McHenry, Illinois .

This position requires an on-site presence in McHenry, IL three days a week .

What We Offer Our Manager of Customer Excellence, Capital Equipment

Competitive Salary starting at $70,000

Comprehensive benefits plan, which is affordable to our employees

401K with match

Money Purchase Plan

16-week Paid Parental Leave

Generous PTO package, including 14 paid holidays

A great place to work!

Education / Experience Requirements - Manager of Customer Excellence, Capital Equipment

Associate's degree or equivalent from a two-year college or technical school required; Bachelor’s degree preferred

Minimum three years’ experience overseeing a business to business customer service team preferred

Proficient in Windows environment with significant experience in Excel reporting and report development

Problem-solving ability with attention to detail

Excellent verbal and written communication skills

Experience working in an environment with global objectives

Must be able to read, understand and communicate in English

Apply principles of logical thinking to solve practical problems

Responsibilities – Manager of Customer Excellence, Capital Equipment

Team Management

Manages all core functions of the Capital Equipment Team in the US

Internal lead that actively and with consistency coaches, evaluates, coordinates performance, ensures continual training and balances the workload of their assigned team to support the Medela strategy

Provides daily guidance, support, and recognition to team members and drives continuous process improvement toward increased efficiency, customer satisfaction, and reduced costs while meeting the strategic goals of Medela

Effectively manages inventory and identifies ordering patterns that may impact supply, service, and compliance requirements

Proactively contributes to demand planning processes to effectively manage order logistics

Responsible for team management of all aspects of PO management through shipment / invoicing, working collaboratively with key stakeholders on issue resolution to ensure premium account support

Analyzes and provides accurate sales reporting data and POS

Intermediate trend analysis - Including but not limited to Shipped / POS, in stocks, fill rate, forecast to demand, and account inventories

Lead decision-maker for account issue resolution resulting in increased service levels, reduced non-compliance errors, and overall efficiency

Fairly and responsibly authorizes returns per the returns allowance

Serial Equipment Fulfillment & Reporting

Effectively lead and manage capital equipment programs and processes for accounts

Daily management of serialized equipment and reporting; maintain data integrity and accuracy of serial records for equipment

Actively lead billing programs; ensure data accuracy and process alignment with serialized equipment reports

Assist internal and external customers by monitoring and responding to all account requests through various communication channels

Manage and maintain the integrity of SAP capital equipment contracts via corrective action and updates as needed.

Ensure accuracy and integrity of serial equipment reports by product and customer

Serial Equipment Subject Matter Expert

Fulfills the role of subject matter expert (SME) for all serial equipment processes

Establish routine customer serial equipment audits relative to SAP contracts, contractual agreements, and invoiced quantities

Align service processes with data and reporting management on serialized equipment for accounts

Effectively communicate and coordinate proposed implementation considerations for new capital equipment programs

Define and develop SAP processes, adjusting as needed for improved efficiency to achieve desired outcomes

Manage and support with system testing relevant to capital equipment transactions

Lead and support product change life cycle management for serialized equipment and capital programs, including the introduction and discontinuation of serialized products

Lead the process of transfers and lost equipment billing, verifying the accuracy of data and alignment with rental agreements

Document internal / external communication related to hospital account management

This is not a job description. More details will be provided regarding the functions of the Manager of Customer Excellence, Capital Equipment position.

We are not accepting candidates from recruiting firms or agencies.

At Medela, you will be joining a global community of colleagues, united by the purpose that drives our business : helping people. Medela exists to advance human health and well-being through knowledge-based and innovative human milk and medical vacuum solutions.

Our employees are empowered to serve this purpose in a family-owned company that is growing rapidly around the world. We value intensive exchanges, diverse perspectives, and unbureaucratic decisions. You will have the opportunity to develop at an international level, and witness the direct impact your work has on our company’s success.

If you are interested in this opportunity, we are looking forward to receiving your application.

For this position we only consider direct applications - thank you for your understanding.

As an EEO / Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, citizenship, sex, protected veteran status, age, physical or mental disability, medical condition, HIV / AIDs status, marital status, domestic partner status, sexual orientation, gender identity (transgender status), weight, height or any other characteristic protected by federal, state, or local law or ordinance.

Salary : $70,000

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