Position Summary

In collaboration with the Sr Director US Customer Success, the US Customer Success Supervisor is responsible for providing a complete customer experience to all customers, responsible for the productivity and actions of the team, and responsible for ongoing mentoring and education through training and coaching of all team members. The associate will be responsible for working with the US Customer Success Manager and Supervisors to build tools and communication portals for all associates and work directly with those responsible for process analytics to build efficiencies for all team members.

The job holder will take ownership for and lead the team goal management process, workflow management as well as manage the development opportunities for team members. The incumbent will be a part of the customer survey process and be responsible for reviewing, understanding, and reporting on survey results for their team’s interactions in line with corporate metrics. The job holder will lead key communications to the direct team as well as to broader parts of the organization, specifically Sales and Marketing.

The job holder plays an essential role in delivering great customer experiences by providing proactive communications and responsive confirmations enabling customers to budget, plan and execute on the purchasing objectives.

Major Duties & Responsibilities

• Set goals for performance and ensure adherence to deadlines aligned to the company’s strategic vision and commercial plans and communicate them to your team members
• Develop and manage KPIs with and for the team building initiatives to improve processing, one call resolution and new opportunities for customers
• Monitor employee productivity and provide constructive feedback and coaching
• Receive and manage customer complaints and drive root cause resolutions as well as sustainable process changes to avoid the trended issues in the future
• Maintain timekeeping and personnel records
• Be the communications conduit from upper management to the complete US Customer Success team, and more importantly be your team’s voice to management
• Set the annual strategy for reward and recommend for promotion based on performance
• Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises
• Be an active participant with the team, performing tasks with them
• Occasionally travel to customer sites to investigate issues associated with Joerns product line.
• Perform and document incident investigations to achieve satisfactory resolutions to customer reported issues.
• Provide customer feedback for future development or enhancement of Joerns product line to Joerns Product Management.
• Completing paperwork (yes, there’s always admin to do)
• Be the key go-to for the complete Product Support Team for any training needs or escalations.
• Participate in cross functional team collaboration.
• Performs other duties as requested.

Required Education

• Bachelor’s Degree preferred, combination of education and 7 years’ commensurate business experience required along with a minimum of 2 years leadership experience.

Required Skills & Experience

• At least 5 years of experience in customer service leadership role. Preferably in the medical device industry but not required.
• Must be a team-player, possess outstanding customer care skills and be self-motivated.
• Excellent oral and written communication skills will be required as this position will involve direct interaction with Joerns customers.
• This position will require the ability to work under minimal supervision, within a group environment, to address a dynamic range of customer related issues.
• The ability to multi-task and manage changing priorities throughout the day will be required.
• Great listening skills and the capability to remain calm and helpful when working with Joerns customers is essential.
• Acts with a sense of urgency, illustrates ambition, and drives for completion of tasks and projects.
• Must have the ability to initiate and develop creative solutions.
• Possess the ability to manage time and prioritize critical priorities.
• Must demonstrate the ability & desire to increase knowledge.
• SAP / Salesforce.Com Experience Preferred.
• General Microsoft skills required – specifically in Excel.
• Potential limited travel may be required.

Preferred Skills, Experience & Education

Joerns Healthcare LLC is an Equal Opportunity Employer, including Disability/Veterans

About Joerns

Joerns Healthcare LLC is a leading national distributor of therapeutic support surfaces, bariatric care equipment; negative pressure wound therapy systems, and safe patient handling solutions, products and services. We serve special patient handling needs across the entire continuum of care, including acute care hospitals, long term acute care, skilled nursing, rehabilitation facilities, and hospice.

We continually strive to provide the most exceptional service and solutions that deliver positive financial and clinical outcomes to our customers.

We are currently searching for skilled, self-motivated and dedicated professionals to add to our team. We offer hands on training, benefits and an outstanding work environment.

Benefits

At Joerns Healthcare LLC, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. In addition, the company offers a 401K program with a company match, and Flexible Spending Accounts. Our employees also receive Paid Vacation and Holidays. 

$59-62k- based on experience 

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