Role
within team:
To lead, build and empower a small group (3-4) of clinical, technical
customer support team members to complete general technical customer
service inquiries and orders received daily. Develop new customer
relationship
management
systems using Goldmine, MAS 90 and Windows Office 2000. Create
training and development programs for each team member to gain
specialized skills in Ultraflex pathologies and technology solutions,
office automation and to take on additional responsibilities.
Job Duties:
-
Lead
recruiting, training and development process for each CTS team
member. Lead and conduct quarterly and annual reviews.
-
Assure
all daily customer inquiries, orders and complaints are handled
through final disposition (including documentation in Goldmine
and MAS90) by the close of business each day (9AM to 6PM business
hours).
-
Prioritize
daily workload, meet surges and provide CRM support as both
a back-up "player-coach" to CTS team members and to assure timely
and proper follow-up for all inquiries handled directly.
-
Support
field CTS territory representatives and customers with in-service
materials and literature requests.
-
Develop
individual team members and overall team CRM systems, patient
outcome measures and performance benchmarks to assure CTS
mission, goals and key role elements are being performed
on a daily, weekly, monthly basis.
-
Create
new training systems, materials and measures (utilizing existing
catalog, training videos and documentation as a starting point)
to empower CTS team with more specialized Ultraflex knowledge
and authority.
-
Report
CTS results (performance benchmarks, goal attainments, budget
variance) on weekly, monthly, quarterly and annual basis to
peer team leaders in R&D, MRD, MAP, RAM and MVS.
Position
Attributes Needed:
education: BA/BS in business or allied health field.
training: Customer relationship management (CRM)
system experience, preferably Goldmine.
experience: 2-4 year experience in technical customer
service in science or health related field as supervisor or team
leader of a smaller customer service group (3 to 5 team members).
behavioral: Player-coach attitude that leads by example.
Excellent verbal and non-verbal communication, mentoring and leadership
skills
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