Head of Customer Service - Reading, United States - Surgical Specialties

Description

** Corza Medical**

** Head of Customer Service**

Wyomissing, PA 19610

WE REWARD YOUR COMMITMENT **AND ENCOURAGE YOUR POTENTIAL**

Bring your passion, drive, and entrepreneurial spirit to Surgical Specialties, a Corza Medical company We are seeking customer-focused, highly skilled individuals to join our dynamic and growing team.

At Corza Medical, we provide the surgical community with innovative technologies trusted for performance, at an exceptional value, with an extraordinary quality and service experience

**What we value**

**Integrity** . We do what is right.

**Accountability** . We do what we say.

**Superior Quality & Service** . We deliver extraordinary experiences.

**One Global Team** . We before me, always.

Were looking for a Head of Customer Service to develop and lead a best-in-class US-based Customer Service team. The Head of Customer Service will lead day-to-day customer service center operations for our domestic associates who manage global service needs, providing hands-on engagement of the team, managing internal stakeholders, and supporting Corza Medicals customers. This role combines both direct employee leadership and project management: in addition to your ownership and engagement of the team, you must have an eye for process adherence and improvement. You will be expected to drive efforts to improve the Customer Service team, including team and network performance and escalation strategies, and provide valuable insights to our Operations, Product, Marketing, and Sales teams. The ideal candidate is data-driven, performance-oriented, and has a track record of improving front-line teams. A successful Head of Customer Service will both engage the team and manage to the metrics, including call volumes, response times, order and invoice accuracy as well as other quality assurance, and productivity goals.

**What you will do in this role**

Build and provide leadership for Customer Service team by inspiring them with Corzas commitment to remarkable customer service, setting clear objectives, and motivating them to deliver the best level of service

Establish KPIs and drive culture of continued process improvement. Work cross-functionally to identify and address process, systems and service gaps

Evaluate and optimize team structure, processes and systems to ensure exceptional customer experience

Drive productivity of the team through contact prioritization and caseload across sites

Manage and monitor new and existing customer orders from quoting to fulfillment. Coordinate product logistics, shipments, and communication between customers, operations, and sales teams addressing inquiries, routing, shipping dates, pricing, specifications, product knowledge, and matters of a similar nature, at all times ensuring customers expectations are met.

Establish communication processes for receiving, triaging, and tracking inquiries, orders, or complaints from customers. Collaborate with other departments (production, planning, Sales, QA) regarding forecasting, sales volumes, inventory levels and complaints.

Manage ordering platforms to ensure they are working properly and accurately. Work with IT to support the addition of new platforms/connections.

Be responsible for coaching, development, and performance management of team members, including resolving employee relation concerns in close partnership with Human Resources, as needed

Build strong subject-matter expertise about Corza, serving as a resource for the team who can also improve processes, leverage systems and data to identify opportunities to improve customer experience.

Responsible for ensuring the team is in compliance with policy, process, and product updates. Identify additional training needs, plan training sessions and track performance improvement.

Ensure that proper coverage is planned and maintained across contact channels during operating hours; work with other leaders in the department to oversee the global network of CSRs, ensuring fast turnaround times and a seamless customer experience throughout the network

Draw insights from your work with the front-line team, including trends in customer feedback, opportunity for process and product improvement, and any other operational insights that can improve performance. Lead projects to make direct improvements for the team with collaborative and thoughtful consideration for deployment

**What youll need for this role**

Customer-focus: Commitment to remarkable customer service with understanding of means and measures to build a world-class customer service organization. Quickly understand our products, customers, processes and policies.

System and process expertise: Committed to constant improvement: Highly proficient in leveraging technology and the use of business platform tools including Salesforce, Mircosoft AX, ERP systems, documentation control, customer support ticketing, PowerPoint, Excel, Word, and other relevant software applications that may be utilized in the future to support company operations.

Experience optimizing customer services structure, processes and systems.

Action-oriented: Able to multitask and prioritize in a fast-paced environment with changing priorities. Excels in creating clear project plans and driving improvements and change management.

Collaborative: Works well cross-functionally to identify Strong leadership skills and you know how to challenge the team to be their best while also working with them to hear their feedback and be approachable, genuine, encouraging, and empathetic

Analytical excellence: Able to analyze data and information to back up customer-impacting trends that the team is experiencing and to make timely recommendations for process improvement

Leadership and Communication skills: Works well cross-functionally to identify and address gaps in organizational systems and processed impacting the experience. Effectively communicates at all levels of the organization. Excellent talent manager- developing a strong team to be its best.

5-10 years experience leading a Customer Service organization with global responsibilities.

Bachelors degree or higher.

Track record of performance and process improvement.

**What youll like about Corza Medical**

To achieve our goals, we always make the best decisions for Corza Medical. We foster a work environment where all team members are empowered and encouraged to share their opinions and ideas. We encourage robust, fact based debate. Our highly collaborative work environment results in the best decisions for Corza Medical and a shared mission to execute our plan together, on time and on budget.

**Join our team**

Surgical Specialties Corporation is a Corza Medical company. At Corza Medical, we are motivated by enabling our customers success. That starts with understanding their needs and developing products that enhance clinical outcomes. Our goal is to provide innovative, high-quality products and service that will ensure the continued success of our company and the surgical professional well into the future.