The PRO Customer Service Leader will oversee the full Professional Division’s Customer Service department, while operating as a player / coach balancing hands-on execution, team leadership, and strategic thinkings. You will oversee a team of Customer Experience Representatives and serve as the key bridge between our internal teams (Sales, Production Planning, Warehouse, Account Receivable, etc.) and our customers.
This leader will play a vital role in transforming how we serve our customers, simplifying processes, and improving the overall ease of doing business—both internally and externally.
Critical to the department is ensuring all customer requests are processed timely, and accurately by the team, ensuring both Plex and Salesforce are updated properly.
KEY RESPONSIBILITIES
· Lead, coach, and develop a high-performing team of Customer Experience Representatives
· Create an environment that promotes ownership, accountability, and continuous improvement
· Design onboarding and training programs to ensure consistent performance and knowledge retention
· Learn and optimize our internal systems (Plex ERP, Salesforce CRM, Salesforce Commerce Portal, EDI) for greater efficiency and usability, serving as the subject matter expert
· Recommend and implement automation and digital solutions for routine or repetitive tasks
· Drive process standardization and simplification to enhance service speed and accuracy
· Serve as the connective tissue between Sales, Production Planning, Allocation, Warehouse, and the Customer to align priorities and resolve issues quickly
· Work collaboratively with Corporate AccuTec on best-in-class SOP’s and ensure team adherence
· Oversee the full Order-to-Cash process, ensuring timely, accurate order fulfillment
· Manage Order Management, including data entry, order allocation, and customer updates
· Support Customer Account Management and act as a point of escalation for complex or critical issues
· Implement and maintain customer pricing structures within our ERP and CRM systems
· Partner with Sales to provide tactical and strategic Sales Support, including point person on order, availability, and pricing information
· In partnership with sales, upsell and cross-sell of new and existing products based on the needs and goals of the business
· Maintain and improve our Customer Order Entry Portal, resolving issues and promoting a high functioning user-friendly environment through collaboration with IT and the Medical CS to ensure alignment of functionality
· Assist with customer fine mitigation and compliance, ensuring contractual obligations are met
· Collaborate with Accounts Receivable to support payment resolution and credit management
· Serve as a Voice of the Customer, capturing and sharing feedback across departments to inform process and product improvements
· Develop retention-focused service strategies to increase customer satisfaction and loyalty
· Build and maintain strong customer relationships, acting as a reliable liaison and problem solver
QUALIFICATIONS
· Must speak fluent English and Spanish
· Associates Degree in Business or related field required
· Bachelor’s Degree in Business or related field preferred
· Minimum of five years supervisory level customer service, sales, and or account management experience
· Proficient in Microsoft Office Suite
· Prior experience using Plex, Salesforce and EDI connectivity preferred
· Excellent management and supervisory skills
· Excellent verbal and written communication skills, with the ability to communicate with a wide range of individuals, managers, directors, and customers
· Ability to resolve customer complaints and issues; both internal and external while maintaining a professional and calm demeanor
· Ability to train, coach, and mentor customer experience representatives
· Ability to collaborate, model open-mindedness, and flexibility to create and improve procedures that improve the customer experience
Tipo de puesto: Tiempo completo
Sueldo: $1,000.00 - $1,300.00 al día
Beneficios:
- Estacionamiento de la empresa
- Seguro de gastos médicos
- Seguro de gastos médicos mayores
- Servicio de comedor con descuento
- Uniformes gratuitos
Idioma:
Lugar de trabajo: Empleo presencial
