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Supervisor, Sales Support

4 months ago

Detroit, Michigan, United States Getinge Full time

At Getinge we have the passion to perform

Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge, our passion is to secure that every person and community have access to the best possible care, offering hospitals and life science institutions products and solutions that aim to improve clinical results and optimize workflows. Every day we collaborate to make a true difference for our customers – and to save more lives.

Are you looking for an inspiring career? You just found it.

Job Overview

The Supervisor, Sales & Service Support manages the day-to-day operations of the SWIC, Life Sciences, & DHS Sales & Service Support team under the guidance and leadership of the Manager, ensuring performance standards are being met and comply with the company's vision and values. The position is responsible for managing capital equipment, customer specific, and disposable order processes from the time of receipt to the customer's final billing, providing leadership and direction for the entire process. The position supports internal and external customers by leading in the resolution process and serves as a liaison between regional managers, sales reps, field service, factory and accounting to resolve booking, delivery and billing issues. Additionally, the position monitors the logistics portion of the returns process to ensure that customer returns and exchanges are completed with speed and accuracy and all customer service delivery issues are resolved.

Job Responsibilities and Essential Duties

  • Under the direction of the Sales & Service Support Manager, the Supervisor ensures the team is effectively and efficiently supporting the assigned product lines.
  • Develop team members by assessing knowledge, skills and abilities, securing appropriate training to address training needs, assigning progressively challenging tasks, and conducting performance reviews.
  • Manage escalated issues and have the ability to identify and resolve process issues.
  • Provide training and guidance to the Sales & Service Support team and other businesses as assigned.
  • Ensure that information and knowledge transfer is consistently being shared with the Sales & Service Support team and other business areas as required.
  • Represent Sales & Service Support team on a variety of joint meetings with Sales, PM ASC, Finance , and DHS when necessary. Responsible for monitoring month end reports and address situations that may prevent shipment, invoice creation and revenue recognition. Provide open order Sales Support Closing Reports with order details to Sales Operation Team.
  • Onboarding and training of new hires. Make sure employees understand their roles and responsibilities.
  • Monitor compliance of documents, policies, and procedures with regulations by ensuring that all required documentation is complete, that correct revisions are in use, that policies and procedures are adhered to, and that all necessary records are maintained and controlled according to validated procedures.
  • Responsible for monitoring open returns are completed or closed within company guidelines and that proper credit is issued where due.
  • Work closely with the Agreements Team to ensure that completed agreements are closed out in a timely manner.
  • Main point of contact for Regulatory Department supporting field actions. Provide open and closed return reports as needed. Monitor field action returns to ensure team is conducting follow-up when product is not returned.
  • Perform other related duties as required or assigned.

Minimum Requirements

  • Bachelor's degree or equivalent combination of education and relevant work experience.
  • A minimum of 7 years' experience in a customer service environment which includes experience in a leadership role preferably in the medical device industry.
  • 2 years' experience as a Lead Sales Support Representative with knowledge and experience in the business and product lines preferred.
  • Practical experience and knowledge of the logistics business cycle. Prefer experience in Reverse Logistics and SAP or similar ERP system.

Required Knowledge, Skills and Abilities

  • Proven track record in demonstrating initiative, excellence, and effectiveness across all functional areas of the position.
  • Proven leadership skills and team management skills with the knowledge and ability to handle any task within the team.
  • Able to make independent decisions and commitments to customers in a timely manner and understand business needs and urgency of order fulfillment and follow-up.
  • Must have exemplary oral and written communication skills.
  • Excellent quantitative and analytical skills.
  • Ability to prioritize tasks in a fast-paced environment.
  • Proficiency with Microsoft Office products such as Outlook, Word, Excel and Power Point.

The base salary for the position is a minimum of $100,000 and a maximum of $115,000 plus an annual bonus of 10%

#LI-MV1

About us

Getinge is on an exciting transformation journey constantly looking for new ways to innovate together with our customers to meet the healthcare challenges of the future. Our passionate people hold our brand promise 'Passion for Life' close to heart.

If you share our passion and believe that saving lives is the greatest job in the world, then we look forward to receiving your application and resume. We hope you will join us on our journey to become the world's most respected and trusted MedTec company.

Benefits at Getinge:

At Getinge, we offer a comprehensive benefits package, which includes:

  • Health, Dental, and Vision insurance benefits
  • 401k plan with company match
  • Paid Time Off
  • Wellness initiative & Health Assistance Resources
  • Life Insurance
  • Short and Long Term Disability Benefits
  • Health and Dependent Care Flexible Spending Accounts
  • Commuter Benefits
  • Parental and Caregiver Leave
  • Tuition Reimbursement

Getinge is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, genetic information, national origin, disability, protected veteran status or any other characteristic protected by law.