Senior Customer Success Supervisor

Urgo provides medical devices and products to hospitals, nursing homes and home health agencies – and the patients they treat. Our focused portfolio of products establishes proven protocols for the care and management of wounds, skin, and skin breakdown. Urgo Medical North America is part of the French, family-owned Urgo Group.

The Senior Customer Success Supervisor will lead, plan, coordinate and contribute to customer success team activities to maintain and enhance customer relationships and meet organizational and operational objectives. In this role, the Senior Customer Success Supervisor will engage and inspire the team by projecting a positive and professional image and serve as a role model for others.

This is an in-office role in Fort Worth, Texas.

Requirements:

Duties & Responsibilities

• Directly supervises a team of individuals and carries out supervisory responsibilities in accordance with the company's policies and applicable laws
• Interviewing, hiring, and training employees; planning and assigning work; evaluating performance, rewarding and disciplining employees; addressing complaints and resolving problems.

Customer and Order Management

• Ensure timely and accurate entry, fulfillment, and invoicing of customer orders (manual and EDI 850/855/856/810/820/852 flows).
• Partner with 3PL logistics providers and carriers to resolve shipping, consignment, and delivery issues.
• Oversee returns (RMAs), credit/rebill requests, and complaint documentation in compliance with internal quality standards.
• Support new account setups, contract compliance.

Leadership and Team Development

• Demonstrate the ability to effectively lead, train, and peer coach team members.
• Oversee the compilation and maintenance of training notes, work instructions, and SOPs to ensure accuracy and compliance.
• Drive continuous improvement of procedures, methodologies, tools, and cross-departmental processes to progress toward customer-success excellence.
• Monitor and ensure staff performance meets expectations through coaching, feedback, and regular reviews.
• Maintain and track KPI performance and Non-Compliance for internal teams and external business partners, ensuring alignment with company goals. Lead by example in handling escalations and fostering a customer-first mindset.
• Partner with HR and Leadership to support professional development and career growth within the team.

Process Improvement and Compliance

• Develop, document and refine SOPs to align with internal quality systems.
• Support audit readiness, complaint handling, and documentation accuracy for Quality and Regulatory Affairs.
• Collaborate with Finance and Business Analyst to ensure proper handling of contacts, distribution agreements, and financial terms/Credit Limit.

System and Data Management

• Act as a key user for ERP (Microsoft Dynamics GP, transition to SAP 4 Hana), EDI (True Commerce) and CRM (Salesforce).
• Collaborate with IT to enhance integration across all platforms.
• Generate and analyze reports/dashboards (Power BI, Excel) to identify trends, forecast order volumes, and recommend improvements.

Customer Success Support

• Ongoing training of staff, support, and guidance to maintain service operations and efficiencies.
• Inbound/outbound calls from/to wholesalers, distributors, consumers, business customers, and account managers.
• Status/Tracking of customer orders and backorders.
• Work with 3PL warehouses/shipping.
• Claim processing for shortages, Damages and destruction of products.
• Processing of Return Goods Authorization (RGA) and Call Tags.
• Credit Memo issuance.
• Invoicing, Month End close, Accounts Payable.
• Credit application processing and new customer account set up.
• Processing of (International) orders and completion of Declaration of Conformity (DOC), Certificate of Origin (COO) and Proforma Invoices.
• ERP/Electronic Data Interchange (EDI) system analysis/problem solving.
• ERP new account set up.
• Continuous improvement champion.

Competencies

• Working knowledge of customer service software and databases
• Considerable independence, initiative and discretion within established policy and legal guidelines
• Leadership skills
• Ability to build relationships and relate to people in an open, friendly, and accepting manner
• Problem-solving and critical thinking skills
• High attention to detail
• Robust written and oral communication skills
• Strong organizational and time management skills

Requirements

• High school diploma or general education degree (GED) required, Associate degree/Bachelor degree preferred, or equivalent work experience
• At least 3-5 years of experience in a customer service / success role
• Strong knowledge of ERP systems (Microsoft Dynamics GP, SAP S/4HANA preferred) and CRM tools (Salesforce) preferred
• At least 3 years of experience as a supervisor of a growing team
• Robust EDI experience (850, 855, 856, 810, 940/945, 820, 852)

Work Environment

• Indoors, in an office environment, with temperature control.
• No adverse environmental conditions expected.
• 0-5% travel

Physical Demands

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; the ability to operate standard office equipment and keyboards.

The above description is intended to describe the general content, identify the essential functions of, and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.