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Customer Support Director
2 months ago
Cutera, a leading global aesthetics device company, is seeking a highly skilled professional to manage all aspects of the customer order to cash process across a diverse US and international customer base in support of the Field Sales Organizations.
Key Responsibilities:- Team Leadership: Directs all activities of the Customer Support Team to support the goals of the organization, leading, mentoring, motivating, and training members to establish outstanding customer relations and operate on-time and efficiently in daily operations.
- Process Management: Ensures compliance with all standard operating procedures, policies, and guidelines, working on complex customer issues to facilitate customer satisfaction and driving change where needed to support customer satisfaction and team efficiency.
- Order Processing: Drives the overall execution of order processing, including order scheduling, backlog management, and coordination of shipments and field service installations, maintaining customer records, and invoicing, cash application, credit memos, refunds & collections.
- Strategic Planning: Develops strategies, tactics, and metrics around customer satisfaction (internal and external) and continuous improvement programs, partnering with the Operations Department for Inventory and Freight Management.
- Project Management: Effectively directs and manages various projects, prioritizing and shifting priorities as necessary, and developing the approved price list for North America and International Sales.
- Education: Bachelor's degree or equivalent experience.
- Experience: 10-plus years of relevant experience with proficiency in managing teams.
- Skills: Proficient in MS Word and MS Excel, including advanced features such as pivot tables and v lookups, with knowledge of general accounting and export requirements, and experience with ERP and CRM Systems & Tools, including SAP and Salesforce.
- Personal Qualities: Strong interpersonal skills with the ability to communicate effectively at all levels internally and externally, ability to manage a team of diverse individuals, providing leadership, motivation, and acute problem-solving aptitude, balancing the needs of the team and the business, while focusing on customer needs.
Cutera expects to reasonably pay in the range of $180K to $200K per year, based on the city and state listed in the job posting, with the actual compensation influenced by a wide array of factors, including skill set, level of experience, education, and candidate residence.
