EMEA Customer Care Supervisor

Company Overview

Verathon is a global medical device company focused on supporting customers by being their trusted partner, delivering high-quality products that endure over time and ensure clinical and economic utility. Two areas where Verathon has significantly impacted patient care, and become the market leader in each, are bladder volume measurement and airway management. The company’s BladderScan portable ultrasound and GlideScope video laryngoscopy & bronchoscopy systems effectively address unmet needs for healthcare providers and meaningfully raise the standard of care for patients. Verathon, a subsidiary of Roper Technologies, is headquartered in Bothell, Washington, USA and has international subsidiaries in Canada, Europe and Asia Pacific. For more information, please visit www.verathon.com.

Overview

Verathon® is looking for a EMEA Customer Care Supervisor to become the newest member of our Customer Care Team located in Amsterdam, The Netherlands.

The EMEA Customer Care Supervisor is responsible for overseeing and supporting our Customer Care and Senior Customer Care Representatives.

Responsibilities

Principal Responsibilities:

• Build, develop and retain a high-performing team through structured recruitment, ongoing coaching and meaningful performance conversations.
• Manage schedules and day-to-day activity of team members
• Interface with customers and resolve problems
• Monitor upon productivity, quality metrics and dashboard reports
• Contribute ideas for process improvement and efficiencies to increase productivity and quality
• Build and maintain a high level of department integrity at the corporate and customer level
• Ensure established company policy and procedures are followed
• Review and revise department procedures as needed
• Communicate all changes on policy and procedures to team members
• Create and communicate administrative and procedural decisions to Customer Care team
• Develop, plan, and implement short- and long-range goals for direct reports
• Manage performance and employee engagement through monthly meetings
• Lead the team in order processing, to maximize sales and revenue from quote to cash.
• Support direct and indirect sales channels.
• Provide input and assist in distribution readiness with cross-functional groups to move forward business directives.

Qualifications

Knowledge, Skills, and Abilities:

• Bachelor’s degree in Business Administration or related discipline is required
• 2+years of related experience, with proven track record of achievements, working in similar markets and companies
• Experience working in a medical device, pharmaceutical or a capital equipment organization is preferred
• Expert level knowledge with Customer Care or Customer Service roles including daily interface to the customer
• Experience managing team performance through training, coaching, and process improvement
• Experience working cross functionally in a global organization
• Experience working with ERP and CRM systems preferred.
• Experience working for a U.S. based manufacturing company strongly preferred
• Advanced knowledge of Microsoft Office and Windows Operating Systems
• Fluency in English with excellent verbal and written skills Is required; other European languages preferred