Customer Support Manager

 

Customer Support Manager

Job Summary

 

Manages global 24-hour contact center operations ensuring exceptional service is provided to IntraLase customers by coordinating the delivery of IntraLase products and aftermarket support.  By ensuring cross-functional coordination and communication among customers, sales consultants, senior management, IT personnel, finance, marketing, customer support, field service, and shipping, the Manager of Customer Support maintains accountability for ensuring world-class contact center performance.

 

Essential Duties and Responsibilities (fundamental job duties):

 

Customer Support:



1.  Responsible for overseeing the receipt and processing of customer orders by telephone, mail and fax.

2.  Identifies and initiates up-selling opportunities.

3.  Receives customer complaints and directs technical problems to Tech Support.

4.  Receives and processes return orders for credit or exchange.

5.  Processes customer complaints in compliance with FDA regulations.

6.  Confers with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.

7.  Develops scripts, procedures and training for call center personnel.

8.  Assists in the development and implementation of efficiency improvement projects as defined by management.

 

Competencies:Problem Solving - Identifies and resolves problems in a timely manner.  Uses reason even when dealing with emotional topics.Customer Service - Manages difficult or emotional customer situations.  Responds promptly to customer needs and to requests for service and assistance.Ability to work cross-functionally with outside Sales Representatives, Finance, and Field Service on a daily basis.Oral Communication - Responds well to questions.Teamwork - Balances team and individual responsibilities.  Contributes to building a positive team spirit and supports everyone's efforts to succeed.Motivation - Demonstrates persistence and overcomes obstacles.Professionalism - Reacts well under pressure.

 

 

Supervisory Responsibilities:

 

Manages subordinates and carries out supervisory responsibilities in accordance with the organization?s policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding, and disciplining employees; addressing complaints and resolving problems.

 

 

Requirements:

 

Education and Experience:

 

Bachelor?s degree with five years related work experience in customer support, sales administration, or Inside Sales in a manufacturing environment.  Knowledge of Ophthalmology a plus.  Analytical, written, and verbal communication skills as well as interpersonal skills required.  Must have an understanding of fully integrated manufacturing/inventory/finance (ERP) systems and have significant experience in development of call center procedures and training.  Knowledge of MFG/Pro a plus.

 

Computer Skills: 

 

Excel, MSWord, PowerPoint, Integrated manufacturing/inventory/finance systems, order processing, word, excel and e-mail.