We're hiring a The Customer Success Supervisor for one of the leaders in innovative medical devices and care solutions for hospitals, long-term care facilities, and home health organizations across the U.S.
The Customer Success Supervisor will lead, plan, coordinate and contribute to customer service team activities to maintain and enhance customer relationships and meet organizational and operational objectives. In this role, the Customer Success Supervisor will engage and inspire the team by projecting a positive and professional image and serve as a role model for others.
RESPONSIBILITIES
- Directly supervises a team of individuals and carries out supervisory responsibilities in
accordance with the company's policies and applicable laws
Interviewing, hiring, and training employees; planning and assigning work; evaluating performance, rewarding and disciplining employees; addressing complaints and resolvingProblems.
Customer and Order Management
Ensure timely and accurate entry, fulfillment, and invoicing of customer orders (manual andEDI 850 / 855 / 856 / 810 / 820 / 852 flows).
Partner with 3PL logistics providers and carriers to resolve shipping, consignment, and delivery issues.Oversee returns (RMAs), credit / rebill requests, and complaint documentation in compliance with internal quality standards.Support new account setups, contract compliance.Leadership and Team Development
Demonstrate the ability to effectively lead, train, and peer coach team members.Oversee the compilation and maintenance of training notes, work instructions, and SOPs toensure accuracy and compliance.
Drive continuous improvement of procedures, methodologies, tools, and cross-departmental processes to progress toward customer-success excellence.
Monitor and ensure staff performance meets expectations through coaching, feedback, andregular reviews.
Maintain and track KPI performance and Non-Compliance for internal teams and externalbusiness partners, ensuring alignment with company goals. Lead by example in handling
escalations and fostering a customer-first mindset.
Partner with HR and Leadership to support professional development and career growthwithin the team.
Process Improvement and Compliance
Develop, document and refine SOPs to align with internal quality systems.Support audit readiness, complaint handling, and documentation accuracy for Quality andRegulatory Affairs.
Collaborate with Finance and Business Analyst to ensure proper handling of contacts,distribution agreements, and financial terms / Credit Limit.
System and Data Management
Act as a key user for ERP (Microsoft Dynamics GP, transition to SAP 4 Hana), EDI (TrueCommerce) and CRM (Salesforce).
Collaborate with IT to enhance integration across all platforms.Generate and analyze reports / dashboards (Power BI, Excel) to identify trends, forecastorder volumes, and recommend improvements.
Customer Success Support
Ongoing training of staff, support, and guidance to maintain service operations andefficiency.
Inbound / outbound calls from / to wholesalers, distributors, consumers, business customers,and account managers.
Status / Tracking of customer orders and backorders.Work with 3PL warehouses / shipping.Claim processing for shortages, Damages and destruction of products.Processing of Return Goods Authorization (RGA) and Call Tags.Credit Memo issuance.Invoicing, Month End close, Accounts Payable.Credit application processing and new customer account set up.Processing of (International) orders and completion of Declaration of Conformity (DOC),Certificate of Origin (COO) and Proforma Invoices.
ERP / Electronic Data Interchange (EDI) system analysis / problem solving.ERP new account set up.Continuous improvement champion.COMPETENCIES
Working knowledge of customer service software and databasesConsiderable independence, initiative and discretion within established policy and legalguidelines
Leadership skillsAbility to build relationships and relate to people in an open, friendly, and acceptingmanner
Problem-solving and critical thinking skillsHigh attention to detailRobust written and oral communication skillsStrong organizational and time management skillsREQUIREMENTS
High school diploma or general education degree (GED) required, Associate degree / Bachelor degree preferred, or equivalent work experienceAt least 3-5 years of experience in a customer service / success roleStrong knowledge of ERP systems (Microsoft Dynamics GP, SAP S / 4HANA preferred) and CRM tools (Salesforce) preferredDemonstrated experience as a supervisor of a growing teamRobust EDI experience (850, 855, 856, 810, 940 / 945, 820, 852)