Senior Supervisor, Customer Experience & Order Management - IHFM
Core
Provide order management and front-line leadership for hospital customers and the field sales organization, ensuring timely order processing, stock availability, and customer satisfaction for Implantable Heart Failure Management (IHFM) products.
Role type
Senior Supervisor, Customer Experience & Order Management
Builds
Scalable support solutions for order entry, shipping, billing, and trunk stock management within the medical device industry.
Domain
Medical Devices / Healthcare Technology
Deliverable
product features
Required skills
Order management, team supervision, process improvement, project management, cross-functional collaboration, regulatory compliance (FDA/GMP), data validation, conflict resolution, performance management, ERP system knowledge, Microsoft Office Suite
Preferred skills
Medical device industry experience, JDE ERP expertise, stakeholder mediation, confidential information handling, fast-paced environment adaptability
Technologies
ERP systems (JDE), Microsoft Office Suite
Responsibilities
Hire, train, and supervise front-line customer service team members; manage order entry transactions from entry through invoicing; investigate process errors and recommend corrective actions; maintain field trunk stock reconciliation; partner with Operations and Shipping to ensure stock availability and timely distribution; conduct periodic audits for compliance; develop and track team goals; resolve escalated customer issues; manage product returns per regulatory requirements; assist sales with account inquiries regarding pricing and availability.
Seniority
Senior, hands-on IC with people management