Customer Experience Team Leader

JOB SUMMARY:

The Project Coordinator Team Leader works closely with dealers, Midmark salesforce, peers, and management to ensure special accounts and customer orders across multiple divisions and/or multiple product horizontals are accurate and delivered on-time. This position is responsible for leading Midmark’s Project Coordination team by facilitating meetings, restoring flow, and resolving issues.

 

ESSENTIAL/PRIMARY DUTIES:

• Acts as the subject matter expert for customer experience related processes and ERP functions/testing, including department and corporate projects.
• Organizes team meetings and communications.
• Supports coaching and growing the team.
• Maintains a positive and creative work environment.
• Works with various trades including: architects, contractors, customers, dealers, and Midmark salesforce.
• Attends dealer meetings and sales representatives/customer visits to build relationships with Midmark customers.
• Provides solutions, expertise, and product knowledge in multiple divisions and/or multiple product horizontals.
• Utilizes 2D and 3D software to manage design drawings throughout a project.
• Ensures standards and references are in place and provides training for teammates while creating and maintaining department work instructions in compliance with FDA and ISO standards.
• Resolves first point of escalation for internal and external customers.
• Enters and processes special accounts and project orders using an CRM/ERP system.
• Obtains freight quotes, coordinates deliveries and installations upon request.
• Problem solves delivery needs of the customer with Midmark’s logistics department and field project managers.
• Provides phone coverage for departmental call centers.
• Fulfills service warranty orders.
• Communicates product information via email, phone, and virtual.
• Manages multiple requests, tasks, and deadlines.
• Leads the team in identifying and correcting root problems using MPS principles and theme work.
• May be responsible for coordinating projects within international territory.

 

SECONDARY DUTIES:

• Assists project coordinators when in behind condition.
• Runs and updates different departmental reports.
• Trains Midmark sales representatives and teammates on departmental processes.
• Provides back-up support for supervisor when they are out of the office.
• Assists with audits and responds to auditor’s requests.
• Provides assistance to other Midmark locations as needed.
• Collaborates with cross-functional Midmark teams, as needed.

 

EDUCATION and/or EXPERIENCE:

Associate degree or equivalent from a two-year college or technical school. At least 5 years of related experience or equivalent combination of experience and education.

 

COMPETENCY and/or SKILL: 

• Process oriented, proactive, and customer-focused
• Strong problem-solving skills
• 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
• Intermediate to advanced MS Office skills required (advanced Excel preferred)
• Ability to work with different personality types while remaining tactful and diplomatic
• Must be a self-starter with the ability to work with minimum supervision
• CRM/ERP System experience desired
• Software to create 2D and 3D visual desired
• ISO/FDA Standards
• Call center and reporting knowledge
• Logistics/transportation knowledge

 

SUPERVISORY RESPONSIBILITIES:

• Provides leadership, coaching, and/or mentoring to a subordinate group.

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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