Customer Experience Supervisor

Role Overview

Lead the Customer Experience team, coaching representatives to deliver exceptional patient-first/customer-first experience and accurate, efficient order-to-invoice execution for medical device products.

What You Will Do

Manage complex escalations, own team performance, and continuous improvement, and step in as a leadership resource for other Customer Experience leaders when needed.

Why It Might Be a Fit

The role requires a leader who puts the success of their team ahead of their own agenda, is humble, confident, and open to learning from their team, peers, and customers.

Requirements

• Post-secondary education (diploma or degree) in Business or a related field.
• 5+ years of experience in a customer-facing role, including leading a customer experience team.
• Strong understanding of order management and invoicing, including accounts receivable, credits, reinvoices, and dispute resolution.
• Strong analytical, problem-solving, and decision-making skills, with the ability to get to the root cause of complex issues.
• Demonstrated experience identifying and leading process improvement initiatives that improve customer experience and operational efficiency.
• Ability to manage competing priorities, allocate work and resources, and interpret KPIs and operational data to deliver consistently.
• Strong relationship management and influencing skills, with experience working cross-functionally.
• Hands-on experience with ERP and CRM systems, strong proficiency across the Microsoft suite, and experience in a Patient First/Customer First environment.

Benefits

• Fair and equitable compensation opportunities
• 37.5 hour work week
• Additional hours as required to meet ongoing business demands
• Support for Customer Experience operations across international markets
• Total rewards package