Senior Customer Experience Leader, Medical Technology

1 week ago


Carlsbad, United States Orthofix Full time
Transforming Lives through Exceptional Service

About Orthofix

At Orthofix, we're driven by a passion for innovation and a commitment to delivering exceptional service. As a global leader in medical technology, we're dedicated to improving the quality of life for patients worldwide. Our team of over 1,600 employees is united by a shared vision: to be the unrivaled partner in Med Tech.

We're seeking a Senior Customer Experience Leader to join our team. This critical role will provide strategic leadership and direction for our cross-functional Customer Service team. You'll lead a team responsible for fulfilling loaner needs, managing inventory, and processing orders. Your expertise will drive customer satisfaction, optimize operations, and ensure compliance with regulatory requirements.

Your Responsibilities

This position involves:
  • Hiring, training, and evaluating personnel responsible for customer care, warehouse returns, distributor life cycle, loaner inventory planning, and order & purchase order processing.
  • Serving as a liaison between Sales, Marketing, and Operations departments to exchange information supporting the sales force.
  • Coordinating with other operations departments to optimize current processes and troubleshoot issues.
  • Managing daily operations of loaner customer care, warehouse returns, distributor lifecycle, loaner demand planning, and management of orders and purchase orders.
  • Acting as primary liaison to all field personnel and internal/external customers.

Your Qualifications

To excel in this role, you'll need:
  • A high school diploma or equivalent, combined with 3+ years of experience in customer service, preferably in a highly regulated environment (e.g., medical device/pharmaceutical industry).
  • Minimum 3 years of business experience, with a preference for customer service, warehouse operations, and inventory management.
  • Minimum 3 years of supervisory experience in customer service.
  • Excellent written and verbal communication skills.
  • Highly developed organizational and analytical skills with great attention to detail.
  • Able to deal professionally, courteously, and efficiently with the public.
  • Strong persuasive skills and ability to problem solve.
  • Excellent presentation skills.
  • Strong Microsoft office and PC skills (e.g., Excel, PowerPoint, etc.).
  • Excellent organization and multi-tasking skills.

The Ideal Candidate

We're looking for someone with a strong background in customer service, excellent leadership skills, and the ability to work effectively in a fast-paced environment. If you're passionate about delivering exceptional service and driving business results, we want to hear from you.

Estimated Salary Range: $87,496 - $125,600 per year, plus bonus and benefits.

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