Job Description

We’re hiring a Customer Success Supervisor for one of the leaders in innovative medical devices and care solutions for hospitals, long-term care facilities, and home health organizations across the U.S.

The Customer Success Supervisor will lead, plan, coordinate and contribute to customer service team activities to maintain and enhance customer relationships and meet organizational and operational objectives. In this role, the Customer Success Supervisor will engage and inspire the team by projecting a positive and professional image and serve as a role model for others.

RESPONSIBILITIES

Team Leadership & Development

• Lead, coach, and mentor a customer success team; own hiring, training, and performance reviews.
• Inspire a customer-first culture and support team career development.
• Ensure SOPs, training materials, and work instructions are accurate and up to date.
• Track KPIs and operational performance, lead root cause / escalation resolution, and drive continuous improvement initiatives.

Customer & Order Operations

• Oversee timely and accurate order entry, fulfillment, invoicing, and returns (EDI + manual orders).
• Partner with 3PLs, carriers, and internal functions to resolve delivery, returns, claim, and billing issues.
• Oversee returns, credits, and complaint documentation in line with internal quality and compliance standards, ensuring fast, customer-focused resolutions.
• Support new account onboarding, contract compliance, and credit application processing.
• Process claims and returns: Manage claims for shortages, damages, and product destruction; process Return Goods Authorizations (RGAs), Call Tags, and issue Credit Memos when applicable.
• International order processing & export documentation (DOC, COO, Proforma).

Process & Systems

• Champion EDI flow reliability (850, 855, 856, 810, 820, 852…).
• Act as key user for ERP (MS Dynamics GP → SAP S/4HANA), CRM (Salesforce) and EDI (True Commerce).
• Partner with IT, Finance and QA/Regulatory to support audit readiness, documentation accuracy, integration and process improvement.
• Develop reporting/dashboards (Excel / Power BI) to analyze trends and improve forecast accuracy.

Process Improvement & Compliance

• Design and enhance processes: Develop, document, and continuously refine SOPs to ensure efficiency, consistency, and alignment with internal quality standards.
• Champion quality and audit readiness: Support Quality and Regulatory Affairs by maintaining accurate documentation, managing complaint workflows, and ensuring full audit preparedness.
• Strengthen cross-functional compliance: Partner with Finance and Business Analysis teams to ensure proper management of contracts, distribution agreements, and financial terms (credit limits, payment conditions, etc.).

REQUIREMENTS

• 3–5 years Customer Service / Customer Success experience (consumer goods, distribution, manufacturing or wholesale strongly preferred).
• Strong ERP / CRM knowledge (SAP & Salesforce preferred).
• People leadership experience.
• Robust EDI experience managing retail/wholesale flows.
• Excellent communication, problem solving and organizational skills; high attention to detail.

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