Customer Service Operations Leader

1 week ago

Reading, Pennsylvania, United States Surgical Specialties Full time

Surgical Specialties Corporation

Director of Customer Experience

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

Join our innovative team at Surgical Specialties, a Corza Medical company, where we are looking for customer-centric, highly skilled professionals to enhance our expanding organization.

At Surgical Specialties, we deliver cutting-edge solutions to the surgical community, ensuring exceptional performance, outstanding value, and a superior quality and service experience.

Core Values

Integrity: We uphold ethical standards in all our actions.

Accountability: We fulfill our commitments.

Exceptional Quality & Service: We strive to provide extraordinary experiences.

Collaborative Teamwork: We prioritize collective success over individual achievements.

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 involves managing daily operations of our customer service center, engaging directly with team members, coordinating with internal stakeholders, and supporting our clients. The position encompasses both leadership and project management responsibilities, requiring a focus on process adherence and enhancement.

Key Responsibilities

  • Inspire and lead the Customer Service team by instilling a commitment to exceptional service, setting clear goals, and motivating staff to achieve high service standards.
  • Establish performance indicators and promote a culture of continuous improvement. Collaborate across departments to identify and resolve service and process gaps.
  • Assess and refine team structure, processes, and systems to ensure an outstanding customer experience.
  • Enhance team productivity through effective prioritization and workload management.
  • Oversee customer orders from initiation to fulfillment, ensuring seamless communication between customers, operations, and sales teams.
  • Develop communication protocols for managing customer inquiries, orders, and complaints. Work closely with other departments regarding inventory, sales forecasts, and customer feedback.
  • Manage customer ordering systems to ensure accuracy and efficiency, collaborating with IT for system enhancements.
  • Facilitate the coaching, development, and performance evaluation of team members, addressing employee relations issues in partnership with Human Resources.
  • Build expertise in our products and services, serving as a resource for the team and identifying opportunities for process improvement.
  • Ensure compliance with policies and product updates, identifying training needs and organizing training sessions.
  • Plan and maintain adequate coverage across contact channels during operational hours, collaborating with other leaders to ensure a seamless customer experience.
  • Gather insights from team interactions to identify trends in customer feedback and operational performance, leading projects for improvement.

Qualifications

  • Strong customer focus with a commitment to delivering exceptional service and understanding the metrics necessary for a world-class customer service organization.
  • Expertise in systems and processes, with a commitment to continuous improvement and proficiency in relevant software applications.
  • Proven experience in optimizing customer service structures and processes.
  • Ability to multitask and prioritize effectively in a dynamic environment, with a strong aptitude for project management.
  • Collaborative mindset with strong leadership skills, capable of motivating the team while being approachable and empathetic.
  • Analytical skills to interpret data and make informed recommendations for process enhancements.
  • Excellent communication skills, able to engage effectively at all organizational levels.
  • 5-10 years of experience leading a customer service organization with global responsibilities.
  • Bachelor's degree or higher.
  • Demonstrated track record of performance and process improvement.

Why Join Surgical Specialties?

At Surgical Specialties, we are dedicated to empowering our team members and fostering an environment where every voice is valued. We believe in making informed decisions through collaborative discussions, leading to the best outcomes for our organization and our clients.

Become a part of our team

At Surgical Specialties Corporation, we are driven by our mission to support our customers' success. This begins with understanding their needs and developing innovative products that enhance clinical outcomes.

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