Columbus, Ohio
Customer Service/Office Manager Job Opening in Columbus, Ohio - VESCO MEDICAL OFFICE MANAGER
The office manager position will be responsible for managing the daily activities of the Vesco Medical office. This is a multi-faceted player/coach role in a small start-up medical device business. This individual will be responsible for providing leadership within our office and supervision to our Customer Care department which services and supports our expanding customer base. The ultimate responsibility is to ensure that we are reaching more prospective customers each day and those that we reach experience an exceptional exchange of category and product knowledge with a warm and friendly manor. This position requires a high degree of leadership and strong coaching skills to deliver desired performance results while, keeping abreast of key benchmarking metrics, staffing and training requirements.
This position is responsible for system oversight; implementation and enhancements to ensure customers and customer care have a robust lead database and customer relationship marketing tool. Understanding business and technical processes deliver desired system performance results while keeping abreast of key customer requirements, reporting and training requirements.
The position will also support the procurement process of medical device components (raw materials) and finished goods. This individual will support the identification of medical component suppliers and developing new products and subassemblies.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Customer Care/Service
Lead and execute (player/coach) outbound prospecting.
Ensure team meets or exceeds prospective and current customer expectations.
Provide direct support to the team through coaching, modeling, motivating employees, quality phone monitoring and developing performance improvement strategies.
Direct the day-to-day operations and activities of the team to deliver superior customer service, coverage and ensure goals are met.
Provide senior management and sales team with weekly, monthly, and quarterly reports on performance as required.
Responsible for hiring talent for anticipated growth and create successful employee retention and incentive plans
Manage quality inquiries, training, follow through and documentation of any complaint calls while working directly with Quality Assurance and Regulatory.
HR responsibilities; developing and updating job descriptions, timesheet reporting, hiring of new employees, ensuring appropriate system access is given.
Ensure all policies and procedures are followed.
Updating of Employee Handbook and ensuring all employees are trained.
Recruiting activities
Supporting the office staff with travel planning, calendar management, and general support.
Ensure that office staff are all following company policies and procedures.
Sales Systems/CRM:
Oversight of call center phone systems and being the direct liaison with provider.
Work with IT on the development of a CRM module and its integration to the order management system.
Work closely with the IT and consultant teams for system development and deployment.
Write any system training or operating procedures/policies and train all users.
:
Manages vendor contracts through delivery of finished goods
Processes purchase orders and ensures products, equipment, supplies have been received by third party manufacturers.
Create and manage raw material master documentation within the system.
Assist in vendor reviews and audits and lead negotiations regarding pricing, terms and delivery.
Escalate critical issues and/or schedule slips to management in a timely manner.
REQUIRED
Bachelor?s degree or equivalent experience
Minimum 3-5 years of medical device purchasing, sales, project management or customer service role
Strong proven sales and/or customer service
Proficiency in writing and training policies and procedures.
Proficient in Microsoft Office software (word, excel, power point) and project mgt software
Excellent written & verbal communication skills
Experience or proficiency in operating an enterprise order entry/accounting software solution like QuickBooks or similar ordering systems as well as are strongly desired.
Job Type: Full-time
Job Location:
Columbus, OH
Required education:
Bachelor's
Required experience:
Office Manager: 5 years
|
