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Vice President of Client Relations

2 months ago

Reading, Pennsylvania, United States Surgical Specialties Full time

Surgical Specialties Corporation

Director of Customer Experience

We are committed to rewarding your dedication and fostering your growth.

Join our dynamic and expanding team at Surgical Specialties, a subsidiary of Corza Medical, where we seek customer-centric, highly proficient professionals.

At Surgical Specialties, we deliver innovative solutions to the surgical community, ensuring exceptional performance, outstanding value, and an unparalleled quality and service experience.

Core Values

Integrity: We uphold what is right.

Accountability: We honor our commitments.

Exceptional Quality & Service: We create extraordinary experiences.

Unified Global Team: We prioritize collective success over individual achievement.

We are in search of a Director of Customer Experience to cultivate and oversee a premier customer service team based in the United States. This role will manage daily operations of our customer service center, guiding domestic associates in addressing global service requirements, while actively engaging with the team, managing internal relationships, and supporting our clientele.

This position encompasses both direct leadership and project management responsibilities. You will not only engage with your team but also focus on process adherence and enhancement. Your role will involve driving initiatives to elevate the Customer Service team, including performance metrics and escalation strategies, while providing valuable insights to our Operations, Product, Marketing, and Sales departments.

Key Responsibilities

- Inspire and lead the Customer Service team by instilling a commitment to exceptional service, establishing clear objectives, and motivating team members to achieve the highest service standards.

- Set KPIs and foster a culture of continuous improvement. Collaborate across functions to identify and rectify process, system, and service deficiencies.

- Assess and refine team structure, processes, and systems to guarantee an outstanding customer experience.

- Enhance team productivity through effective contact prioritization and workload management.

- Oversee and track customer orders from initial quoting to fulfillment, coordinating logistics and communication among customers, operations, and sales teams to ensure all inquiries and expectations are met.

- Develop communication protocols for receiving, triaging, and monitoring customer inquiries, orders, or complaints. Work alongside other departments (production, planning, Sales, QA) regarding forecasting, sales volumes, inventory levels, and customer feedback.

- Manage ordering systems to ensure accuracy and functionality. Collaborate with IT to support the integration of new platforms.

- Provide coaching, development, and performance management for team members, addressing employee relations issues in partnership with Human Resources as necessary.

- Cultivate deep subject-matter expertise about Surgical Specialties, serving as a resource for the team to enhance processes and leverage data for improved customer experiences.

- Ensure compliance with policies, processes, and product updates. Identify training needs, organize training sessions, and monitor performance improvements.

- Guarantee adequate coverage across contact channels during operational hours; collaborate with other leaders to oversee the global network of customer service representatives, ensuring swift response times and a seamless customer experience.

- Derive insights from interactions with the front-line team, including trends in customer feedback and opportunities for process and product enhancements. Lead initiatives to implement direct improvements for the team with thoughtful consideration.

Qualifications

- Strong customer focus: A commitment to delivering remarkable service with an understanding of the strategies required to build a world-class customer service organization.

- Expertise in systems and processes: A dedication to continuous improvement, with proficiency in leveraging technology and business platform tools such as Salesforce, Microsoft AX, ERP systems, and other relevant software applications.

- Proven experience in optimizing customer service structures, processes, and systems.

- Action-oriented: Ability to multitask and prioritize in a fast-paced environment with shifting priorities. Skilled in creating clear project plans and driving improvements.

- Collaborative: Ability to work effectively across functions to identify and address gaps in organizational systems impacting customer experience. Strong leadership skills with an approachable and empathetic demeanor.

- Analytical proficiency: Capable of analyzing data to identify customer-impacting trends and making timely recommendations for process enhancements.

- Excellent communication and leadership skills: Ability to engage effectively at all organizational levels and develop a strong team.

- 5-10 years of experience leading a customer service organization with global responsibilities.

- Bachelor’s degree or higher.

- Proven track record of performance and process improvement.

Why Join Surgical Specialties?

At Surgical Specialties, we prioritize making decisions that benefit our organization. We cultivate a work environment where all team members are empowered to share their insights and ideas. Our collaborative atmosphere fosters robust, fact-based discussions, leading to the best outcomes for our company and a shared mission to execute our plans efficiently.

Become a part of our team

At Surgical Specialties, we are driven by the success of our customers. This begins with understanding their needs and developing products that enhance clinical outcomes. Our mission is to provide innovative, high-quality products and services that ensure the ongoing success of our company and the surgical professionals we serve.