LivaNova
Customer Service Supervisor
5 days agoWhat's your preference?
Job Description
- Req#: JR-13226
Operates in a call center environment receiving inbound calls
Responsible for facilitating and managing all aspects of the customer quote to delivery process
Ensures compliance with all standard operating procedures, policies, and guidelines
Collaborates with the North America sales organizations to meet customer needs
Communicates with internal counterparts across the organization in such areas as Accounting, Quality, Supply Chain, Field Sales and Contracts to solve customer needs
Managing capital equipment orders and movements
Resolves customer disputes, including issuing credits and debits as appropriate
Intakes customer disputes through resolution quotes
Performs order management and coordination with supply chain and warehouses for product movements
Provides peer to peer training and support as needed
Sets team KPIs and manages to ensure accountability
Performs team quality sampling
Participates in team strategy and planning meetings, leading initiatives for continuous improvement
Manages team schedules to ensure business continuity
Maintains training matrix and schedules training opportunities
Level 2 escalation resource
Provide support and oversee audit requests as assigned
Coach and mentor team members for performance management
5-8 years of customer service experience preferred; Strong preference for candidates with directly relevant healthcare customer service experience in a fast paced medical, medical device and/or pharmaceutical environment; candidates in a similar capacity with companies in the banking and financial sectors renowned for their customer service methodologies also considered a plus.
Technical proficiency with the Microsoft Office Suite
Demonstrated proficiency working within the SAP Sales & Distribution module, or other like ERP system
Previous supervisor experience preferred
Join us today and make a difference in people's lives!
LivaNova is a global medical technology company built on nearly five decades of experience and a relentless commitment to improving the lives of patients around the world. Our advanced technologies and breakthrough treatments provide meaningful solutions for the benefit of patients, healthcare professionals, and healthcare systems. The company is listed on the NASDAQ stock exchange under the ticker symbol “ LIVN .” LivaNova is headquartered in London (UK) with a presence in over 100 countries and a team of more than 3,000 employees worldwide.
Position Summary:
The Customer Service Supervisor will oversee the entire customer service team, ensuring that customer inquiries are handled efficiently and effectively. The focus is on order management across a diverse North America customer base, in support of both the USA and Canada Field Sales organizations. The scope of responsibility includes the Neuromodulation and Cardiopulmonary business units. The individual is expected to maintain positive and productive customer centric relationships with all constituents as well as proactively provide timely and effective communications to all internal partners and external customers.
General Responsibilities:
Skills and Experience:
Education: High School Diploma required
Travel Requirements: This position may require business travel of 5% or more of the time.
Pay Transparency: A reasonable estimate of the annual base salary for this position is $75,000 - $115,000 + discretionary annual bonus. Pay ranges may vary by location.
Employee benefits include:
· Health benefits – Medical, Dental, Vision
· Personal and Vacation Time
· Retirement & Savings Plan (401K)
· Employee Stock Purchase Plan
· Training & Education Assistance
· Bonus Referral Program
· Service Awards
· Employee Recognition Program
· Flexible Work Schedules
Valuing different backgrounds:
LivaNova values equality and diversity. We are committed to ensuring that our recruitment process is fair, transparent and free from unlawful discrimination. Our selection process is driven by the key demands/requirements for the role rather than bias or discrimination on the basis of a candidate’s sex, gender identity, age, marital status, veteran status, non-job-related disability/handicap or medical condition, family status, sexual orientation, religion, color, ethnicity, race or any other legally protected classification.
Notice to third party agencies:
Please note that we do not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, we will not consider, or agree to, payment of any referral compensation or recruiter fee. In the event that a recruiter or agency submits a resume or candidate without a previously signed agreement, we explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.
Beware of Job Scams:
Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons posing as LivaNova recruiters or employees. The scammers may attempt to solicit confidential, personal information, such as a social security number, or your financial information. LivaNova will never ask for fees prior/during/after the application process, nor will we ask for banking details or personal financial information in return for the assurance of employment. If you are concerned that an offer of employment might be a scam or that the recruiter is not legitimate, please verify by searching for “See Open Jobs” on https://www.livanova.com/en-us/careers, and check that all recruitment emails come from an @livanova.com email address.
About the company
LivaNova, PLC is a London, England-based medical device manufacturer.