Customer Experience Supervisor

JOB SUMMARY:

Provide leadership and direction in Customer Experience in accordance with customer requirements. Coordinates activities of all domestic/international Customer Experience teammates.  Manages the day-to-day operations and interaction with other Midmark departments, including outside domestic/international sales force. Work with domestic/international customers to resolve problems.

ESSENTIAL/PRIMARY DUTIES:

• Manages staff and assignments within the area, adjusting based on teammates vacations, leaves, etc.
• Maintains a positive and creative work environment
• Supports development and growth of teammates in the department
• Guides staff to communicate with customers to announce promotions, order delays and product changes
• Ensures proper training and documents training of all Customer Experience teammates
• Creates and maintains department work instructions in compliance with FDA and ISO standards
• Leads, directs, and participates in projects and/or improvement themes. Tracks and posts updates of improvements
• Acts as the primary contact for Operations, Logistics, Marketing and Sales on order communications
• Provides input for strategic planning and sales forecasting, when needed
• Assists with implementing price increases, literature changes and new product information
• Participates in internal and external regulatory audits and continually prepares the team to those standards

SECONDARY DUTIES:

• Assists Customer Experience teammates when in a behind condition with processing of orders
• Assists with proper phone coverage when staffing is below required coverage
• Backs up peer supervisors within other business units
• Backs up Customer Experience Manager

EDUCATION and/or EXPERIENCE:

Bachelor’s degree in Business or related field preferred. 5 - 10 years related experience and/or training; or equivalent combination of education and experience.

COMPETENCY/SKILL REQUIREMENTS:

• Intermediate to advanced MS Office skills required (Advanced Excel preferred)
• High level of business acumen and comfort working in a cross-functional environment
• Excellent communication (written/verbal) and interpersonal skills with ability to influence
• Strong analytical capability with demonstrated adeptness at problem-solving and ability to not only view details but also understand big picture implications
• Process oriented, proactive, and customer-focused
• Flexible, detail oriented, and able to quickly act under pressure and meet deadlines
• Strong project management skills with demonstrated ability to work on multiple projects
• CRM experience desired
• ERP system experience
• ISO/FDA Standards
• Call Center and reporting knowledge
• Logistic/transportation knowledge
• Knowledge of 2D and 3D software

SUPERVISORY RESPONSIBILITIES:

• Leads and directs the work of other teammates and typically has some authority for personnel decisions related to hiring, performance, or disciplinary actions

Founded in 1915, Midmark Corporation is the only company transforming healthcare experiences through innovative design within the medical, dental and animal health environments. With more than 2,200 teammates worldwide, Midmark focuses on harmonizing space, technology and workflows, creating a better experience for caregivers and patients at the point of care. The Midmark headquarters and innovation hub are located in Versailles, Ohio, which is also home to the Midmark Experience Center, Design Center, Technology Center and our largest manufacturing facility. Midmark maintains eleven additional locations in the United States, including four innovation hubs, and has subsidiaries in India and Italy.

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