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LivaNova is a global medical technology company built on nearly five decades of experience and a relentless commitment to improving the lives of patients around the world. Our advanced technologies and breakthrough treatments provide meaningful solutions for the benefit of patients, healthcare professionals, and healthcare systems.  The company is listed on the NASDAQ stock exchange under the ticker symbol “ LIVN .”  LivaNova is headquartered in London (UK) with a presence in over 100 countries and a team of more than 3,000 employees worldwide.

Position Summary:

The Customer Service Supervisor will oversee the entire customer service team, ensuring that customer inquiries are handled efficiently and effectively. The focus is on order management across a diverse North America customer base, in support of both the USA and Canada Field Sales organizations. The scope of responsibility includes the Neuromodulation and Cardiopulmonary business units. The individual is expected to maintain positive and productive customer centric relationships with all constituents as well as proactively provide timely and effective communications to all internal partners and external customers.

General Responsibilities:

• Operates in a call center environment receiving inbound calls

• Responsible for facilitating and managing all aspects of the customer quote to delivery process

• Ensures compliance with all standard operating procedures, policies, and guidelines

• Collaborates with the North America sales organizations to meet customer needs

• Communicates with internal counterparts across the organization in such areas as Accounting, Quality, Supply Chain, Field Sales and Contracts to solve customer needs

• Managing capital equipment orders and movements

• Resolves customer disputes, including issuing credits and debits as appropriate

• Intakes customer disputes through resolution quotes

• Performs order management and coordination with supply chain and warehouses for product movements

• Provides peer to peer training and support as needed

• Sets team KPIs and manages to ensure accountability

• Performs team quality sampling

• Participates in team strategy and planning meetings, leading initiatives for continuous improvement

• Manages team schedules to ensure business continuity

• Maintains training matrix and schedules training opportunities

• Level 2 escalation resource

• Provide support and oversee audit requests as assigned

• Coach and mentor team members for performance management

Skills and Experience:

• 5-8 years of customer service experience preferred; Strong preference for candidates with directly relevant healthcare customer service experience in a fast paced medical, medical device and/or pharmaceutical environment; candidates in a similar capacity with companies in the banking and financial sectors renowned for their customer service methodologies also considered a plus.

• Technical proficiency with the Microsoft Office Suite

• Demonstrated proficiency working within the SAP Sales & Distribution module, or other like ERP system

• Previous supervisor experience preferred

Education: High School Diploma required

Travel Requirements: This position may require business travel of 5% or more of the time.

Pay Transparency: A reasonable estimate of the annual base salary for this position is $75,000 - $115,000 + discretionary annual bonus. Pay ranges may vary by location.

Employee benefits include:

·       Health benefits – Medical, Dental, Vision

·       Personal and Vacation Time

·       Retirement & Savings Plan (401K)

·       Employee Stock Purchase Plan

·       Training & Education Assistance

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