Position Overview

Lead the Customer Service team for North America and MicroVention, Inc. distributors. Manage order processing and customer related activities, partnering directly with other Supply Chain functions to ensure timely order fulfillment to customers, distributors, Sales staff, and corporate associates. Work closely with Sales associates to achieve customer delight in each interaction. Develop and drive programs to improve performance in cost and other performance areas, leveraging automation and new technologies to improve performance in cost and other areas that affect the customer experience and continuously seeking higher levels of support for Sales associates. Job duties:
  • Develop and manage high quality customer service and sales support operations.
    • Direct resource allocation, including budget and staff.
    • Manage consignment and trunk stock reconciliations for North America Sales associates.
    • Monitor accounts receivable and assist with facilitation of collection activities.
    • Support requests from North America for new customer agreements, price discounts, revisions to consignment inventories, and changes to contract terms/conditions.
    • Work closely with other Supply Chain functions to maintain visibility to inventory levels and production schedules, determining priorities when inventory issues arise.
    • Establish metrics, systems, and processes to measure customer experience. Identify and develop improvement programs.
  • Develop and lead a team of Customer Service professionals ensuring a relentless focus on the customer experience.
    • Hire, develop, and retain top talent, continuously evolving the team to enrich the average experience level and continuously create capacity to “do more”.
    • Create a data-driven culture of ownership for the experience of both external and internal customers.
  • Grow the value offering of the function through higher cost and service performance.
    • Identify and drive opportunities to help Sales associates spend more time focused on the sales process.
    • Evaluate opportunities to improve function performance (cost and other) of automated customer service systems and interfaces (e.g., GHX, electronic delivery notifications).
  • Perform other duties and responsibilities as assigned as a leader within the Supply Chain Department.

    1. Eight plus (8+) years of experience in Sales Support and/or Customer Service.
    2. Two plus (2+) years of management experience.
    3. Three plus (3+) years of SAP experience.
    4. Proven and successful leadership, team facilitation, and presentation skills.
    5. Extensive knowledge of order entry procedures and sales reporting.
    6. Exceptional interpersonal and written and verbal communication skills.
    7. Ability to resolve customer service challenges via phone support to customers, distributors, and sales staff.
    8. Proficient computer skills including MS Word, Excel, Outlook and ERP software.
    9. Excellent organizational and project coordination ability with acute attention todetail is essential.
    Desired Qualifications
    1. Warehouse and Logistics experience a plus.
    2. Astute comprehension of all business functions.
    3. Experience with automated Customer Service systems and web-based order management systems (i.e. GHX).
    4. Previous medical device industry experience preferred.