Manager - Loaner Customer Service

Arthrex is a global medical device company and a leader in new product development and medical education in orthopedics. Arthrex is actively seeking a Manager, Loaner Customer Service who will provide leadership, guidance & support to the Customer Service Loaner department and related operations. This person will be responsible for inbound and outbound agency customer service, Customer & Agency Loaner requests, and escalation requests. This person will spearhead quality assurance initiatives, training and exceptional service levels to support the company’s overall business objectives and guide the Loaner team to perform at their highest level of proficiency. Join our talented team and help us stay focused on Helping Surgeons Treat Their Patients Better™.

Essential Duties and Responsibilities:

• Manage staff of supervisor, team lead, and administrators involved in working with agency office personnel to ensure timely responses and delivery of loaner order requests and returns. 
• Handles elevated issues with customers or agency office personnel, resolve conflicts and implement actions to correct the problems from reoccurring.
• Help team members in resolving loaner-related issues, in order to complete daily responsibilities.
• Provide high-level communication to Agency Owners, Regional Managers, and Agency Office personnel when important issues arise.
• Identify areas of improvement and work with supervisors on company projects to improve and make processes more efficient benefiting the team, agencies, and customers.
• Oversee staff to ensure Agency and Customer loaner requests are handled with urgency and addressed appropriately throughout the entire loaner process.
• Collaborate with the Inventory Control Manager of Global Field Logistics & Loaner Processing Supervisor to monitor and ensure a fluid process flow from order creation by Customer Service Loaner team through return processing and inspection of loaners by the Loaner Return Processing Team.
• Coordinate with Product managers and Field Operations Analysts to recognize and suggest needs for additional build of loaners due to high demand.
• Support and ensure all Agencies are following Arthrex corporate requirements and Arthrex Quality Management standards.
• Support and encourage positive interactions across teams in order to develop good communication skills.
• Encourage all team members to participate in personal development and be involved in continuous improvement and innovation keeping in mind the best ways to service our customers.
• Work with Human Resources on staffing needs, conduct interviews and select candidates for open positions.
• Review the Supervisor’s training plans and oversee coaching, mentoring, and training of new hires.
• Provide guidance to CSLR department supervisors to conduct performance evaluation reviews as well as handling disciplinary actions, collaborating with the Director of Customer Service and/or Human Resources when necessary.
• Ensure compliance within functional area and support the compliance objective of the organization as a whole.

Education and Experience:

• High School Diploma required
• Bachelor’s Degree or Equivalent of 8 years’ experience in a managerial, supervisory, or leadership role related to Inventory Management, logistics, and supply chain required
• Experience or training in effective customer service techniques and methods for resolving problems and customer complaints
• Completion of Arthrex Personal Leadership program and Emerging Leaders program.

Knowledge and Skill Requirements/Specialized Courses and/or Training:

• Technical knowledge of products sold by the company and understanding of handling the products.
• Intermediate knowledge of medical terms relating to the products handled. 
• Intermediate knowledge of marketing concepts and practices.

• Thorough knowledge of business and management principles involved in strategic planning, leadership technique, and coordination of people and resources.
• Thorough knowledge of principles and processes for providing customer services. This includes needs assessment, meeting quality standards, and evaluation of customer satisfaction.

Machine, Tools, and/or Equipment Skills:

PC’s, database, statistical programs, and a high level of knowledge of the MS Office Suite.

Mathematical Skills

Ability to comprehend and apply mathematical principles to the degree required to perform the job based upon job requirements. 

Language and Communication Skills:

Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above.  Ability to verbally communicate ideas and issues effectively to other team members and management.  Ability to write and record data and information as required by procedures.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.  While performing the duties of this job, the employee is regularly required to talk or hear.  The employee is frequently required to sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.  

Vision Requirements:

Visual acuity necessary to do the job safely and effectively.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The area that this job is performed in is a general office or open cubicle/workstation environment.  The noise level in the work environment is usually moderate.

Arthrex Benefits

• Medical, Dental and Vision Insurance
• Company-Provided Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account (FSA)
• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
• Matching 401(k) Retirement Plan
• Annual Bonus
• Wellness Incentive Program
• Free Onsite Medical Clinics
• Free Onsite Lunch
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.