Cantel Medical

  • Customer Service Manager

    Location IT-Pomezia
    Job ID
    2018-4177
    # Positions
    1
    Category
    Customer / Technical Service
    Company
    Cantel Italy
  • Company Overview

    Cantel Medical is a leading global company dedicated to delivering innovative infection prevention and control products and services for patients, caregivers, and other healthcare providers, which improve outcomes, enhance safety and help save lives.  Our products include specialized medical device reprocessing systems for endoscopy and renal dialysis, advanced water purification equipment, sterilants, disinfectants and cleaners, sterility assurance monitoring products for hospitals and dental clinics, disposable infection control products primarily for dental and GI endoscopy markets, dialysate concentrates, hollow fiber membrane filtration and separation products. Additionally, we provide technical service for our products. 

    Job Overview

    Support Medivators and corporate business objectives through management of technical and customer service administration, sales and marketing administration and distributor support activities.

    Main Responsibilities

    • Provide department leadership by managing and coordinating activities of customer service representatives and technical service administration to assure adequate training, resources and support to meet customer service standards.
    • Interview, hire and train new customer service representatives and administration personnel as required. Ensure department personnel meet desired quality of service levels.
    • Effectively manage the performance of department personnel through performance appraisals, performance management, coaching, mentoring, training and development.
    • Maintain up-to-date order placement and purchase order receipt procedures and guidelines, product information and required documentation. Ensure standards are understood and incorporated by service department personnel.
    • Coordinate the standardization of internal sales, service and repair operations from customer contracts, repair estimates, credit applications and verification, warehouse selection, shipping methods, etc. to maximize the automation of these processes.
    • Provide Medivators service direction and support to Minntech’s EDI initiatives.
    • Communicate and coordinate customer service programs, internal support activities and issues with technical services, Depot Services, sales and marketing management and Clinical Sales Specialists.
    • Act as liaison between company departments and customers to expedite internal processes and procedures and keep issues to a minimum. Review issues and recommend solutions to improve the overall quality of service delivered to our customers.
    • Expand and maintain corporate website to ensure it meets the needs of Medivators worldwide distributors and customers.
    • Ensure provision of territory performance reports and communicate to CSSs any pertinent information regarding orders, deliveries, in-servicing schedules, product issues, etc.
    • Manage the Depot Service MV loaner program including administration of RMAs, loaner agreements, estimates, purchase orders, shipping and return of the loaner equipment, and inventory.
    • Work closely with the Depot Service Supervisor to ensure same-day availability of loaner units and timely turnaround of customer owned equipment.
    • Ensure Depot Service invoices are accurate; monitor and report accuracy of service estimates. Implement changes or initiate corrective actions where necessary.
    • Manage the status of customer equipment returned for repair; manage Bill and Hold inventory including new, class II and show equipment. Oversee monthly inventories and provide shipment and inventory reports.
    • Monitor payment activity, AR balance and support or initiate actions to ensure timely payment.

     

    Qualifications

    Bachelor’s degree in Business Administration or Marketing preferred with five + years of relevant experience in customer service, and a minimum of two years supervisory experience.  Must have excellent verbal and written communications skills and be capable of interfacing with internal and external customers at all levels.  Experience with telephone systems, order entry systems, inventory control systems and Microsoft Office products required. 

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