Position Summary:

Under direction of the Director of Client Services, develops and implements systems and procedures to ensure effective customer service administration and field support for US and Canadian end user customers.  Supervises the performance of the Regional Business Coordinators and Pricing Coordinators.  This position requires excellent knowledge of the customer service processes in a high volume order administration environment.

Key Accountabilities

Essential Functions:

• Manages the Customer Service order entry, administrative and support functions to support end user supply sales in the US and Canada
• Develop policies and procedures to allow for effective implementation of order entry processes, to monitor the effectiveness of accounts receivable and collections programs and takes personal action when needed to resolve customer disputes via a claims process
• Initiates and implements procedures and work standards to meet departmental goals and business objectives. Establishes procedures that comply with relevant institutional, governmental and health industry regulations.
• Be the Subject Matter Expert during Internal, Financial and ISO audits of Customer Service Supplies Order management Regularly monitors and reviews the performance of the Regional Business Coordinators to ensure efficient and effective responses are given to meet customer requests. Exercises responsibility to hire, transfer, promote, discipline or discharge employees in accordance with company policies.
• Prepares and conducts employee performance appraisals. Ensures that employees comply with company policies as well as following guidelines established in our ISO standard operating procedures.
• Responsible for the Pricing Administration coordinators to insure that focal, IHN and GPO contracts can be easily administered within SAP.
• Develops processes, procedures and system requirements to manage pricing functions within order administration and to resolve price discrepancies quickly
• Works with sales and commercial operations management to understand GPO and IHN master agreements to insure those are implemented correctly to improve our pricing accuracy related to orders processed by the Regional Business Coordinators.
• Publishes on a regular basis statistics related to order processing and price administration that will be used as the support tools for continuous improvement programs to further improve customer satisfaction
• Provides guidance to the Training Manager in the development of training programs and implementation of those programs.
• Works closely with Sales Management to provide guidance and oversight to the Key Accounts Program Manager
• Encourages and provides the opportunity for employees to be cross-trained in other functional areas of the Customer Service group.  Re-assigns work responsibilities during staff shortages to maintain acceptable response rates to customer inquiries

Internal Networking/Key Relationships:

• Must develop strong working relationship with Sales and Marketing Management, Distribution/Logistics Management, IS&S and Finance.

Skills & Capabilities:

• Ability to visualize, plan and assess the progressive impact of multiple integrated work functions.
• Considerable social maturity and persuasiveness is needed to facilitate communications and cooperative work activity among internal and external groups.
• Must demonstrate the ability to lead, motivate and direct the work of others, including identifying and facilitating job skill requirements.

Min Knowledge & Experience Required for the Position:

• Broad and thorough working knowledge of the practices and procedures in the customer service field
• Four year degree in Business Administration and a minimum of six years of related management experience in a direct distribution customer service environment.
• Excellent oral and written communication skills required.
• Must be proficient on personal computer with word processing, spreadsheet packages and excellent knowledge of SAP sales, distribution, manufacturing and finance modules.
• Position requires the ability analyze, define and provide solutions to changing circumstances and work problems.

Travel Requirements:

• Occasional travel may be required.