Manager of Customer Excellence, Capital Equipment

MEDELA, LLC in McHenry, IL

Hybrid Role, 3 days onsite & 2 days remote

Salary starting at $70,000 plus bonus

We are not accepting candidates from recruiting firms or agencies.

We make a difference in the lives of families every day

Please go to https://www.medela.com/company/medelacares to learn about us

We are seeking a candidate with the following experience:

• Leadership: You are a high energy leader that focuses on developing others and encouraging strategic thinking, innovation, and action.

• Customer Service: Engaging passionately with retail and hospital accounts, and internal sales teams.

• Billing: Managing diverse billing types, including monthly flat rates, fixed rates, and prepaid agreements, along with processing debits and credits for accounts.

• ERP Systems: Utilizing strong ERP expertise to update accounts, generate reports, and ensure accurate information management. (SAP preferred)

• Proactive Reporting: Generating, developing, and analyzing reports to identify variances and proactively address the team and customer’s needs.

• Communication: Demonstrating the ability to clearly convey information, actively listen, offer constructive feedback, and adapt communication style to various audiences and situations.

• Adaptability & Problem Solving: Responding seamlessly to changes and resolving challenges with a solution-oriented approach.

• Technical Skills: Leveraging skills in rental and capital equipment programs, along with proficiency in Microsoft Office Suite, particularly Excel, to enhance productivity.

Medela's US-based manufacturing and development facility is headquartered in McHenry, Illinois. www.medela.com

This position requires an on-site presence in McHenry, IL three days a week.

What We Offer Our Manager of Customer Excellence, Capital Equipment

• Competitive Salary starting at $70,000

• Comprehensive benefits plan, which is affordable to our employees

• 401K with match

• Money Purchase Plan

• 16-week Paid Parental Leave

• Generous PTO package, including 14 paid holidays

• A great place to work!

Education/Experience Requirements - Manager of Customer Excellence, Capital Equipment

• Associate's degree or equivalent from a two-year college or technical school required; Bachelor’s degree preferred

• Minimum three years’ experience overseeing a business to business customer service team preferred

• Proficient in Windows environment with significant experience in Excel reporting and report development

• Problem-solving ability with attention to detail

• Excellent verbal and written communication skills

• Experience working in an environment with global objectives

• Must be able to read, understand and communicate in English

• Apply principles of logical thinking to solve practical problems

Responsibilities – Manager of Customer Excellence, Capital Equipment

Team Management

• Manages all core functions of the Capital Equipment Team in the US

• Internal lead that actively and with consistency coaches, evaluates, coordinates performance, ensures continual training and balances the workload of their assigned team to support the Medela strategy

• Provides daily guidance, support, and recognition to team members and drives continuous process improvement toward increased efficiency, customer satisfaction, and reduced costs while meeting the strategic goals of Medela

• Effectively manages inventory and identifies ordering patterns that may impact supply, service, and compliance requirements

• Proactively contributes to demand planning processes to effectively manage order logistics

• Responsible for team management of all aspects of PO management through shipment/invoicing, working collaboratively with key stakeholders on issue resolution to ensure premium account support

• Analyzes and provides accurate sales reporting data and POS

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