Senior Customer Experience Leader, Medical Technology
1 week ago
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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