Cantel Medical

Customer Service Supervisor

US-AZ-Phoenix
Job ID
2017-3472
# Positions
1
Category
Customer / Technical Service
Cantel Healthcare Disposables

Company Overview

Accutron Inc., a part of Crosstex International, a Cantel Medical company, is a leading manufacturer of innovative analgesia conscious sedation equipment and accessories. For over forty-five years the company’s single focus has been to design and manufacture high quality sedation products that assist dental practitioners in relaxing their patients and making their dental visit a comfortable experience. www.accutron-inc.com

 

Crosstex International is a leading global manufacturer of infection control and prevention products for the healthcare market. We create high quality, innovative products, the majority of which are manufactured in the United States. Our broad range of products for multiple healthcare disciplines include: SecureFit® Face Masks, ConFirm® Sterilization Monitoring, SaniTyze™ Waterless Antimicrobial Gel and our Patients Choice ® line of preventive products. With ten manufacturing/distribution facilities around the world – 7 in the United States and 3 internationally – Crosstex services the global healthcare community in an efficient and timely manner. www.crosstex.com

Job Overview

The main objective of the Customer Service Manager is to achieve the highest level of service and support to our distributors, sales representatives and customers. This position will lead a team of customer service representatives focused on orders to cash, customer technical service and returns.
This role will interact daily with the corporate marketing and sales organization and with the planning, engineering, quality and production departments at the plant.

Main Responsibilities

  • Manage Customer Service team to ensure orders are fulfilled by priority, order status is clearly communicated, and discrepancies are quickly resolved while providing our customers with the highest service level and technical/quality support.
  • Lead the technical support via telephone or email & RMA process inquires related to our products as well as quality and warranty issues from customers
  • Work with Operations and Planning to ensure that customers product needs are being met and coordinate on planning and forecasting requirements
  • Be the point of contact for all matters related to customer communication, support and inquiries.
  • Determine customer service requirements by maintaining contact with customers and improve customer service quality by studying, evaluating new technologies and re-designing processes within the department
  • Actively train, recruit, and coach new and existing team members to ensure the success of the department
  • Support the onboarding of new customer records and fulfillment of their sale orders.
  • Check Shipment Status and Provide Tracking #’s when appropriate or requested.
  • Manage supply of customer sample requests as regular SO’s.
  • Maintains Sales Order record keeping as assigned and/or required.
  • Support customers with RMA processing for Return Item Requests and completing their credit process

Qualifications

  • Bachelor degree in business related field
  • Minimum 8 years of customer service experience along with 5 years managing and developing customer support teams.
  • Experience in the medical devices industry and/or regulated industry
  • Advanced working Knowledge of ERP systems
  • People and customer management skills - especially problem solving - is very important.
  • Assertive mindset and have the ability to think tactically & strategically, communicate flawlessly, collaborate consistently, listen actively, give clear, consistent direction, work efficiently and foster teamwork.
  • Ability to interpret information and translate into actionable recommendations is a must.
  • Strong computer skills in Excel, PowerPoint are necessary

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