Supervisor Customer Experience

Summary of Position

The Supervisor Customer Experience is responsible for providing the highest level of customer service excellence to customers while operating within Curium’s company guidelines. This position will be primarily responsible for managing all aspects of the order entry and management of process for customers of Curium. Responds to inquiries regarding status of orders and resolves customer order difficulties. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Essential Functions

• Takes and processes orders by telephone, internet, and correspondence from customers; quotes prices and delivery dates’ checks stock and expediting information.
• Enters and maintains database records of customer profiles and prepares and maintains status reports.
• Processes and adjust database for returned goods by entering orders, credits, etc. Within parameters expedites emergency orders upon customer requests.
• Maintains knowledge of company products and customer service processes.   Other Duties as assigned with or without accommodation.
• Hire and retain high quality customer service staff, while providing direct and indirect leadership and guidance through all aspects of performance management.
• Oversee all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, leveraging team to inform customers of the plans, and keeping customers apprised of the progress.
• Work on complex issues where problems are not clearly defined and where fundamental principles do not fully apply.
• Must maintain operational compliance with US and international regulatory agencies and guidelines (i.e. FDA, EU, HC, TGA, PIC/S, ISO, USP, NRC, cGMP, etc.).

Requirements

• Bachelor degree required.
• 10 or more years of experience in a fast-paced customer service department required (medical/pharmaceutical experience is ideal).
• 2 or more years of leadership experience required. 
• Must have experience functioning as a liaison between Manager and team, measures KPIs, assist with performance evaluations, hiring, training, and scheduling. 
• Experience in an inbound contact center environment, healthcare, retail, or any other customer/social service venue.
• Must be able to maintain multiple projects at one time in a fast-paced environment.   
• Proficient in Microsoft Word, Excel and Access.
• Weekend duty and on-call hours are required when applicable.
• Knowledge of ERP Software and Cloud Based phone systems 
• Demonstrated excellence in written and oral communication.
• Must possess strong interpersonal, analytical and organizational skills.
• Must have a demonstrated ability to work on projects with minimal supervision.

Working Conditions:

• Standard office environment.
• Willingness to work in a team based environment.   Close attention to detail required.
• May be required to sit for long periods of time while performing duties.
• Responsibilities also include the ability to lift heavy objects, walk, bend, stoop, push, pull, reach, and climb stairs with or without accommodation.
• Must possess good hand-eye coordination.