Supervisor, Customer Service
ICU Medical, Inc.

Job Info

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Position Summary

Manage administrative and other office duties that leave the sales team free to focus on the business of selling ICU products. Responsible for organizational communication & changes for all sales support regions for Customs.

Essential Duties & Responsibilities

• Primary point of contact for Customs Customer Service Team

o Answer ad-hoc questions

o SME on Customs, ERP, customers

o Facilitate order related requests from supply chain business units/Regional Managers

o Communicate constraints & required messaging/actions due to constraints to all internal support groups

o Act as liaison for internal & external sales communication

o Interface with RMs to develop product pricing and new configuration development.

o Identify and resolve systems issues

o Identify process improvement opportunities & enhance current processes

o Responsible for success of

§ Team member goals

§ Shipment/Sales goals

o Maintain and enhance relationship with existing customer base in collaboration with Sales team

• Manage and maintain Customs business

o Manage 4+ Customs direct reports

§ Performance management

§ Attendance

§ Coaching & goals

o Maintains Custom SOPs and other policies and procedures

o Initiate, review, and maintain custom product records.

o Participate in escalated calls with customers or sales teams as needed

o Assist in the development and refinement of the procedures associated with Custom policies.

o Provide weekly reporting for high priority or high visibility items

o Manage product allocation to open orders in the case of excessive limited supply

o Maintain knowledge of item setups & configurations.

Minimum Qualifications, Education & Experience

• High School diploma required; college degree preferred

• 2 or more years' experience in supervisory role; preferably in medical device industry

• Experience including broad multi-functional business experience along with project and/or people management experience

Work Environment

• This is largely a sedentary role.

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

• Typically requires travel less than 10% of the time This is largely a sedentary role.

ICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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