Job Description Summary
Provides leadership and supervision for assigned Customer Support Team. Provides direction for the delivery of post sales customer support and is actively involved in customer retention including participation in the resolution of customer concerns and the cause of these concerns. Develops work instructions and procedures according to Quality Control Procedures. Insures all departmental objectives, metrics and measures are achieved. Selects, develops, and evaluates personnel to ensure the efficient and effective operation of the department.
Responsibilities : Each responsibility is a grouping of tasks/duties. Do no t create a list of individual tasks. Generally each position has 4 to 6 responsibilities. See the Guidance Document for examples of responsibilities. Day to day supervision of assigned team, ensure schedule adherence, order accuracy, service and quality interactions and that all department measurements are met. Ensures that team members, under direct supervision, follow established procedures, practices and policies for Department and for the Quality System. Ensure adherence to regulatory (SOX, ISO, FDA, cMDR, etc.), business and department guidelines, policies, and procedures. Manage, coach and supervise the quality assurance of all customer interactions through effective delivery of call monitoring, mentoring and training on call strategy, customer satisfaction programs, relevant system and related products. Participate in and occasionally lead Lean, Six Sigma and other CI activities. Review and approve credit, debit and RGA transactions up to authorization levels and as appropriate per BD policy and procedure. Participation in issue resolution and customer contact escalations. Investigate and resolve service complaints from internal and external customers. Responsible for personal and professional development to maintain expertise and growth in the areas of management through training, networking, and professional affiliation.
May perform other duties as required
Requirements (indicate the minimum)
Knowledge Experience with knowledge/solutions databases. Knowledge of supply chain practices in a manufacturing environment. Experience with patient privacy law and regulatory practice. Must be motivated, self-directed, and able to work with minimal supervision
Skills Experience with SAP Sales fulfillment and SAP BI reports. Keen attention to detail. Understanding of call center strategy skills. Ability to communicate effectively Ability to motivate self and others to reach common goals Advance interpersonal skills Demonstrate leadership skills Ability to function in a team environment
Education/Degree High School Diploma. Preferred: BA/BS degree
Certifications (if applicable) Preferred: Lean and/or Six Sigma certification
Experience (indicate the number of years) 3+ years working in a call center, preferably in the Healthcare or Medical Device industry. 1+ years of SAP experience. 1+ years of customer contact center supervisory experience
For people management position, indicate years of experience required 1+ years leadership experience in planning, developing, organizing, directing, managing, and evaluating personnel 1+ years of Supervisory/Leadership experience.
Primary Work Location
USA TX - San Antonio
Associated topics: call center manager, director, expertise, gerente de servicio, leadership, management experience, monitor, product support, senior, supervisor