Director, Field Sales Support and Customer Service

Job Description
POSITION OVERVIEW:
The Director of Customer Service will be responsible for the development, implementation, enhancement, and support of customer service center systems and strategies. The individual in this role is responsible for managing the day to day activity relating to customer setup, field support, order taking and requirements. The Director of Customer Service reports directly to the Vice President of Customer Fulfillment and works with multiple departments ensure customer service and customer expectations are exceeded.

ESSENTIAL JOB FUNCTIONS
Develop the Customer Service business strategy that is aligned with the company’s top objectives.
Oversee the internal field sales support team and drive a performance based culture with focus on the ultimate Customer Fulfillment.
Responsible for designing and implementing improved processes or operational policies in support of rapid changes.
This position provides leadership to managers, supervisors and other team members of the Customer Service organization.
Working internal customer relations and fulfillment. Full understanding of customer order and shipping requirements and relaying information to operations team for successful execution of the account.
Work directly with Operations and Sales to ensure inventory, logistics, and systems capabilities are communicated and deliverable to meet customer requirements
Establish and meet customer support departmental goals and metrics
Develop a performance based culture with focus on the ultimate Customer Fulfillment.
Ability to drive change and influence individuals at all levels of the organization.
Ability to motivate work teams to achieve metrics and drive incremental improvements.
Ensures the training and development of all direct reports and the management of all performance related issues on a periodically basis.
Manage, lead and direct the performance of all aspects of customer service through policies and procedures. Ensure team understanding and compliance with policies and procedures.
Oversee the sales order process and shipment demands to ensure efficient distribution of products driving satisfaction among distributors, field sales and end users regarding order fulfillment.
Create, develop, and follow a comprehensive customer service Standard Operating Procedure.
Investigates customer complaints involving such matters as damaged items, overcharges, and delay in shipment, and takes necessary actions resulting in customer satisfaction.
Perform duties in compliance with applicable FDA and state regulations as well as standards including, but not limited to, ISO 13485.

SUPERVISORY RESPONSIBILITIES:
Directly supervises Billing and Customer Service departments. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Basic Qualifications
Bachelor’s degree (Masters preferred)
Minimum of seven years experience in a customer service related field
Minimum of 5 years experience in a management role
Preferred Qualifications
Experience working with an internal field support team
Must have a working knowledge of Microsoft Office, including the ability to use Microsoft Outlook.
Must be able to work collaboratively with all levels of employees.
Must understand, follow and comply with regulatory requirements as applicable to various processes relative to your position. An understanding of FDA Quality System Regulations and ISO Standards relative to your position will be required.
A thorough understanding of work related standards and regulations, including but not limited to Standard Operating Procedures (SOPs) as they relate to your position.
Ability to focus on meeting and exceeding customer requirements by quickly diagnosing and resolving customer situations.
Excellent verbal communication and telephone skills are required, including the ability to actively listen, effectively present information to customers, clients, and other employees of the organization.
Position requires a self-starter with a strong attention to detail and the ability to prioritize work and meet deadlines in a multi-tasking environment.
Must have excellent follow-through and organizational skills.
Ability to work on challenges of moderate scope, using judgment and initiative to resolve problems and make recommendations.
Ability to complete routine tasks and new assignments with general instruction.

Nancy Vance
Manager - Talent Acquisition

Tessa Dolkas
Sr Talent Acquisition Coordinator

Wendy Harrison
Associate Recruiter

Lucas Vitale
VP Talent Acquisition

Company

NuVasive, Inc.

Job Code

State or Province

Tennessee

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