Customer Service Supervisor

4 weeks ago

Eden Prairie, United States Bracco Medical Technologies Full time
Customer Service Supervisor LinkedIn Twitter Email Message Share
Why Join Bracco Medical Technologies?

At Bracco Medical Technologies, every employee has an impact on our Mission to empower lifesaving decisions. We create medical devices that give healthcare providers the insights they need to confidently and safely diagnose patients. Our unique line of products includes Intravascular Ultrasound (IVUS), Fractional Flow Reserve (FFR), Cardiovascular Imaging contrast delivery (CVi), and CT and MRI contrast delivery systems.


Position Description

Position Summary:
The Supervisor, Customer Support provides oversight and work direction to the Customer Support Representatives and Customer Support Administrator team members. This individual will play an instrumental role in the coordination and execution of critical daily and recurring team tasks to ensure customer satisfaction, financial and quality compliance. This position trains team members as required to ensure continuous coverage and successful onboarding. This individual works cross-functionally to identify and lead projects that move the Operations & Service department forward in performance and efficiency and assist in determining the work assigned to members of the team to achieve department commitments.

Primary Duties & Responsibilities:
* Work within department and cross-functionally to identify projects and processes that improve team performance and efficiency.
* Provide day to day supervision and work direction for the Customer Support Representatives (CSR's) and Customer Support Administrators (CSA's).
* Ensure workload of CSR's and CSA's is appropriate in terms of volume, expectations set in terms of scope and timeline, and the assigned tasks within the team are managed promptly
* Resolve conflicts with team members and provide input to functional managers on team and team member performance
* First point of contact for escalated issues involving internal and external customers
* Utilize software resources to achieve greatest efficiencies in team workload, assisting teammates to see opportunities for improvements and assisting in planning and execution of implementation of these resources.
* Write work instructions and provide training for colleagues.
* Communicate priorities and status with senior management in a timely fashion
* Develop metrics reports to monitor and report department and individual performance of key tasks, including but not limited to, call answer rate, case closure timeline, customer saturation goals, etc.
* Manage administrative projects to support achievement of departmental objectives and compliance; includes resolving overdue orders, inventory projects, open cases reports.
* Support service and field activities and projects, as needed.
* Work with cross-functional areas to ensure daily and other recurring processes run smoothly and issues are resolved promptly.
* Monitor and ensure compliance of team and projects with company policies and procedures
* Demonstrate strong interpersonal skills and the ability to build relationships required to succeed
* Align both inside team and across other teams within the organization to achieve improvements.
* Monitor team and company schedules and suggest workload adjustments to accommodate teammate absences or shifts in responsibility.

Direct Teammates and Assist as Needed on the Following:
* Enter field service dispatches for equipment installations, software upgrades or preventive maintenance.
* Notify field service, sales or customers of shipment tracking and delivery information.
* Prepare quotes and correspond with customers regarding repair costs and purchase orders.
* Invoice in-house repairs and field service orders.
* Assist with month-end close preparation to meet Finance requirements.
* Update/close field service/PM PRs upon field completion.
* Receive and attach installation reports to equipment records in SAP.
* Monitor loaners to ensure prompt return.
* Receive and process customer purchase orders for billable/out of warranty service.
* Utilize the service database for product and loaner tracking.
* Create service orders and sales orders; post invoices and create credit memos, return orders and rebills to correct pricing and billing errors; interact with Bracco Shared Services, Finance, Quality and other ACIST and Bracco colleagues.
* Maintain service records via hard copy records/files and electronic database records


Qualifications (Knowledge, Skills & Abilities):

Minimum
* Bachelor's degree or, in lieu of 4 year degree, 5+ years of experience in Customer Service leadership
* 3+ years experience in Customer Service leadership role (i.e. Team Lead or Supervisor), preferably in a medical device environment.
* Advanced software and systems experience, specifically MS office, database and ERP applications.
* Proven ability to develop, lead and manage projects to drive process improvements.
* Ability to teach and train colleagues to ensure proper execution of new and existing procedures.
* Advanced customer service and interpersonal communication skills, and demonstrated ability to influence others with or without direct authority.
* Extremely detail oriented and precise
* Ability to obtain and analyze data to manage projects
* Ability to follow prescribed procedures in a highly regulated environment
* Strong organizational, documentation and record keeping skills
* Ability to work independently with minimal supervision
* Excellent team player and leader

Preferred:
* Bachelor's degree
* Medical device experience; ISO 13485; compliance to SOP's and Work Instructions
* Past experience with SAP and a customer relations case management system (Salesforce)
* Six sigma certification
* Demonstrated ability to lead small and medium sized cross functional teams


Job Location 7905 Fuller Road, Eden Prairie, Minnesota
Tracking Code 1293-432
ACIST Medical is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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