Manager - Loaner Customer Service

 Requisition ID:                       62282                          Title: Manager - Loaner Customer Service Division: Arthrex, Inc. (US01) Location: Fort Myers, FL

 

 

 

 

Arthrex Inc. is hiring a Manager, Loaner Customer Service to work at our Logistics Center in Fort Myers, FL to provide leadership, guidance & support to the Customer Service Loaner department and related operations. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

 

Essential Duties and Responsibilities:

• Manage staff of supervisor, team lead, and administrators involved in working with agency office personnel to ensure timely responses and delivery of loaner order requests and returns. 
• Handles elevated issues with customers or agency office personnel, resolve conflicts and implement actions to correct the problems from reoccurring.
• Help team members in resolving loaner-related issues, in order to complete daily responsibilities.
• Provide high-level communication to Agency Owners, Regional Managers, and Agency Office personnel when important issues arise.
• Identify areas of improvement and work with supervisors on company projects to improve and make processes more efficient benefiting the team, agencies, and customers.
• Oversee staff to ensure Agency and Customer loaner requests are handled with urgency and addressed appropriately throughout the entire loaner process.
• Collaborate with the Inventory Control Manager of Global Field Logistics & Loaner Processing Supervisor to monitor and ensure a fluid process flow from order creation by Customer Service Loaner team through return processing and inspection of loaners by the Loaner Return Processing Team.
• Coordinate with Product managers and Field Operations Analysts to recognize and suggest needs for additional build of loaners due to high demand.
• Support and ensure all Agencies are following Arthrex corporate requirements and Arthrex Quality Management standards.
• Support and encourage positive interactions across teams in order to develop good communication skills.
• Encourage all team members to participate in personal development and be involved in continuous improvement and innovation keeping in mind the best ways to service our customers.
• Work with Human Resources on staffing needs, conduct interviews and select candidates for open positions.
• Review the Supervisor’s training plans and oversee coaching, mentoring, and training of new hires.
• Provide guidance to CSLR department supervisors to conduct performance evaluation reviews as well as handling disciplinary actions, collaborating with the Director of Customer Service and/or Human Resources when necessary.
• Ensure compliance within functional area and support the compliance objective of the organization as a whole.

 

Education and Experience:

• High School Diploma required
• Bachelor’s Degree or Equivalent of 8 years’ experience in a managerial, supervisory, or leadership role related to Inventory Management, logistics, and supply chain required.
• Experience or training in effective customer service techniques and methods for resolving problems and customer complaints
•  Completion of Arthrex Personal Leadership program and Emerging Leaders program.

 

Knowledge and Skill Requirements/Specialized Courses and/or Training:

• Technical knowledge of products sold by the company and understanding of handling the products.
• Intermediate knowledge of medical terms relating to the products handled. 
• Intermediate knowledge of marketing concepts and practices.
•  Thorough knowledge of business and management principles involved in strategic planning, leadership technique, and coordination of people and resources.
•   Thorough knowledge of principles and processes for providing customer services. This includes needs a