Customer Solutions Supervisor (Internal Candidates Only)

About the role

Lead Customer Solutions Coordinators and support their success, development, and team integration. Master all aspects of the customer account engagement and sales order process, providing solutions to solve whatever the customer needs. Support all customer inquiries and ensure sales orders are prioritized and processed using the most efficient and effective methods. Create a positive experience for every customer that interacts with NAR. Promote a culture that thrives on teamwork so trust, selflessness, and communication are paramount.

Responsibilities

• Support the CS Leadership in any aspect of team management, training requirements, scheduling, conflict resolution, personnel management (hiring, performance reviews) and more as needed.
• Directly lead customer solutions coordinator(s) in a segment or functional area. Provide them with the proper tools, training, prioritization, and guidance to be successful.
• Continuously review their work and provide feedback as needed.
• Take lead on assigned new initiatives and work with interdepartmental teams to provide the CS perspective and define CS requirements for the project.
• Review and provide feedback to CS and organizational leadership regarding interdepartmental communication, CS processes, challenges, etc. to support continuous improvement.
• Create and provide relevant documentation to customers including quotes, order confirmations, packing slips, external samples requested by Sales, returns, recalls, copies of invoices.
• Establish and manage customer accounts and contact information. This includes, but is not limited to: tax information, payment methods, assign Price Level for the associated customer tier, Rx information, shipping account information, item notes specific to accounts, and locating and resolving duplicate accounts when applicable.
• Provide solutions to customers in the following areas, ensuring completeness, accuracy, and a quick turnaround time in each: Quote Requests, Order processing, Providing Status updates/Lead Times for open orders, Return and Complaint handling. The Supervisor should be able to handle or train all customer solutions from start to finish.
• Provide professional, accurate, and timely communication through the following media: Live chat via the website, Chat requests sent via Zendesk after hours, Phone calls, Emails, Internet quote requests, Contact forms, Pricing applications, Direct instruction from sales, Walk-in customers at HQ.
• Educate and train coordinators on the NAR corporate structure and how to help customers find the right point of contact for their needs.
• Show expertise in substantially all areas of the NAR product portfolio and answer customer questions regarding them. If the answer is not known, escalate questions to the appropriate subject matter expert and facilitate the customer receiving an answer promptly. Also, assist in team members answers to questions internally.
• Understand our requirements as an ISO and FDA regulated medical device manufacturer and ensure compliance within our Quality Management System (QMS).
• Become proficient in all focus areas and be able to provide seamless support to the area in the event a team member is out.
• Learn the customer tendencies, requirements for the market, and salesperson needs. These focus areas may include: NARSim, distributors, municipalities, international, ACS, military, government contracts.
• Execute supervisory tasks as per established and approved protocols.
• Manage CS team members and their professional development.
• Authorized to execute creation and maintenance of customer accounts and related sales documents.
• Authorized to provide discounted pricing based on customer criteria.
• Review and approve work of any team members, as needed.

Qualifications

• A high school diploma/GED required.
• A college degree (associates or bachelors) preferred.
• 8+ years in a customer facing role and experience with customer service preferred.
• Experience with ERP systems strongly preferred.
• Ability to type at least 45 words per minute preferred.

Specific Characteristics

• Consistently applies excellent communication skills; both oral and written.
• Demonstrated ability to respond effectively and courteously to all customers.
• Ability to actively listen and display professionalism at all times.
• Solid organizational skills.
• Ability to identify and resolve problems.
• Ability to manage multiple priorities.
• Ability to work with limited direction and supervision.
• Builds and maintains effective working relationships.
• Solid computer knowledge including Microsoft Office products.
• Basic understanding of shipping processes and accounting fundamentals.
• Prior EMS or EMS Customer Service experience preferred.