Supervisor, Customer Service - Orthobiologics

Supervisor, Customer Service - Orthobiologics Making People Better at Arthrex Requisition ID: 66127 Title: Supervisor, Customer Service - Orthobiologics Arthrex Inc. is hiring a Supervisor, Customer Service - Orthobiologics to work at our Logistics Center in Fort Myers, FL. This individual will be responsible for providing operational oversight for Customer Service Orthobiologics and other specialty order processing, tissue inventory receiving & returns, customer credits, and inventory integrity. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™. Hours are Monday through Friday, 9:00am to 6:00pm EST. Essential Roles and Responsibilities Supervise, coach, and mentor personnel in applicable processes including: Ensure tissue orders and other related transactions are processed according to Customer Service & Tissue requirements Returns are managed in accordance with Arthrex policies in collaboration with affiliated tissue banks. Timely receipt of Orthobiologic material inventory files provided by each tissue bank Timely processing of specialty order types including but not limited to VIP 3D, internal, special quotes; ensuring accuracy, compliance, and on-time delivery. ERP Systems experience (I.e., SAP, Oracle, Workday, etc) Relevant experience with ERP systems, including order management, warehouse operations, logistics and distribution processes. Participate in the testing, validation, and implementation of new SAP and shipping processes to support operational efficiency and continuous improvement. Oversee coordination across functions to support the tissue banks –SAP OTC processes, Receiving, Returns, Transportation, and IT. Call Center Operations & KPI’s Manage workforce planning activities, including forecast review, scheduling, conformance monitoring, and ensuring service level KPIs are consistently met. Evaluate calls to ensure team members deliver the Arthrex Customer Service experience in accordance with the Quality Program. Conduct regular one-on-one meetings with team members to review performance metrics, call quality, coaching feedback, and professional development goals. Oversee timekeeping and attendance management, including daily punch reconciliations and approval of time-off requests. Oversee requests from Product Management related to product allocations, special promotions, and limited-release items. Complete performance reviews and maintain accurate personnel records for all direct reports. Support team members in handling customer issues, determine root causes, and implement appropriate and timely solutions. Partner with Customer Service leadership on initiatives focused on process improvement, operational efficiency, and the development of programs aligned with future business needs. Maintain flexibility in work schedule. Some travel may be required. Education and Experience: High School Degree required Bachelor’s Degree preferred 5 years of increased responsibility in Customer Service/Supply Chain and prior Supervisory experience required. Knowledge and Skill Requirements/Specialized Courses and/or Training: Technical knowledge of products sold by the company and understanding of handling the products. Basic knowledge of medical terms relating to the products handled. Basic knowledge of marketing concepts and practices. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Arthrex Benefits Medical, Dental and Vision Insurance Company-Provided Life Insurance Voluntary Life Insurance Flexible Spending Account (FSA) Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness) Matching 401(k) Retirement Plan Annual Bonus Wellness Incentive Program Free Onsite Medical Clinics Free Onsite Lunch Tuition Reimbursement Program Trip of a Lifetime Paid Parental Leave Paid Time Off Volunteer PTO Employee Assistance Provider (EAP) All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.