Job Summary

This role will be responsible for managing and leading a team of customer and operational support professionals, ensuring delivery of on time and in full delivery expectations, collaborating cross functionally to drive continual operational efficiencies and process improvements, while providing exceptional customer service. This Director owns the customer support framework and setting and maintaining standards for customer support and engagement, as well as collaborating with cross-functional teams to ensure the successful adoption of vendor compliance expectations for each key account. This includes managing and directing daily operations of assigned Customer Service and Operations liaison team and the overall success of the assigned group. This director will also be responsible for translating strategic vision to assigned group by creating actionable tasks for the teams.

Job Description

Responsibilities:

• Develop and grow a world-class customer support model that enables and directly drives customer satisfaction, adoption and confidence in Medline as a supplier

• Provide continuous feedback, coaching, training, and development assistance to your team to foster ongoing growth while upholding their status as experts in Retail customer service

• Create a continuous improvement culture that advances the people, processes and technology to deliver higher performance and productivity

• Develop and implement support framework and process aligning with the company's overall goals and objectives and deliver a world class customer support experience while maintaining costs

• Review processes to maximize efficiencies in the daily operation of order volume from our key accounts. Work with Retail divisional and operations leadership to develop and improve policies and practices to improve and maintain OTIF expectations with key customers

• Respond to escalated calls from customers and sales reps; taking necessary steps to resolve problem situations. Refer complaints of service failures to designated departments for investigation

• Help to drive standardized tools, measures and customer supply chain work processes across all the customer team. Which includes Identifying and implementing process improvements to increase efficiency through standardization, automation, delegation, and elimination of non-value-added work

Management responsibilities include:

• Typically, manages through multiple Managers.

• Provides leadership and management to one or more major departments of an operating unit or to a department that has system-wide accountability.

• Strategic, tactical and operational planning(12+ months) for the function or department; Direct budgetary responsibility for one or more departments, functions or major projects/programs; Interpret and execute policies for department projects

• Recommend and implement new policies or modifications to existing policies; Hiring staff, recommending pay increases, performing performance reviews, training and development of staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.

Minimum Job Requirements

Education

• Bachelor's Degree

Work Experience

• At least 7 years of customer service experience.

• At least 4 years of experience directly managing people including hiring, developing, motivating, and directing people as they work.

Knowledge/Skills/Abilities

• Experience identifying operational issues, recommending, and implementing strategies to resolve problems.

• Experience influencing and motivating others to drive results in a multi-location and matrixed environment.

• Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.

• Advanced level knowledge of SAP.

Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

The anticipated salary range for this position:

$152,880.00 - $229,320.00 Annual

The actual salary will vary based on applicant’s location, education, experience, skills, and abilities. This role is bonus and/or incentive eligible. Medline will not pay less than the applicable minimum wage or salary threshold.

Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp.

We’re dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page here.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

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