Supervisor, Customer Service
ICU Medical, Inc.
Job Info
Job Description
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.
About Us
ICU Medical has consistently provided you with clinical innovations that help solve real-world challenges.
With the acquisition of Hospira Infusion Systems in 2017 and Smiths Medical in 2022, we are now a global market leader with a complete line of clinically-essential IV therapy and high-value critical care products for hospital, alternate site, and home care settings.
We're ready to bring you consistent quality, innovation, and value in more areas than ever. Our focus allows us to bring you:
- Dedicated and non-dedicated IV sets and needlefree connectors clinically proven to provide an effective barrier against bacterial transfer and colonization.
- The industry's broadest IV smart pump offering covering large volume, pain management, and ambulatory needs.
- IV medication safety software providing full IV-EHR interoperability with the highest customer satisfaction and compatibility with more EHR systems than any other company.
- Significant US IV solutions manufacturing and supply capabilities.
ICU Medical is committed to fostering a diverse, inclusive, and equitable work environment. As an Affirmative Action and Equal Opportunity Employer, we ensure that all qualified applicants receive fair consideration for employment regardless of race, color, nationality or national origin, ethnicity, sex, gender identity, gender expression, gender reassignment, religion or belief, marital or civil partnership status, sexual orientation, pregnancy or maternity, age, disability, or protected veteran status.
If you are an individual with a disability and need reasonable accommodation to participate in the employment selection process, please contact us at humanresources@icumed.com. We are committed to providing equal access and opportunities for all candidates.
ICU Medical EEO Policy Statement
OFCCP Equal Opportunity Posters
"Know Your Rights" Poster
Pay Transparency Nondiscrimination Provision
ICU Medical CCPA Notice to Job Applicants
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