Customer Service Supervisor M/F

With 1,500 employees, 14 production sites, and 23 logistics and sales sites across 3 continents, Sterimed is the world leader in sterilization packaging solutions for medical devices. Sterimed develops, produces, transforms, and markets various types of solutions (bacterial barriers and pre-formed sterilization packaging) for both hospitals and medical device manufacturers.

As an LBO group, Sterimed is characterized by a strong entrepreneurial DNA and has pursued a very dynamic external growth policy for several years. Since its founding in 2016, the size of the group has increased 4.5 times, and 10 acquisitions have been made since 2017.

The position is based at Ridgeville, our brand-new facility, providing a dynamic and stimulating environment that offers ample opportunities to innovate and contribute to the company’s growth.

JOB SUMMARY

The Customer Service Supervisor (CSV) ensures the excellence of customer service operations, overseeing everything from order intake through to processing, deliveries, documentation, invoicing, cash recovery, and daily support. The CSV will manage one customer service employee, assisting with customer inquiries and issue resolution while also handling key customer accounts.

This role is essential in challenging current processes to improve efficiency and anticipating customer needs. In addition, the CSV will play a critical role in preparing for the transition to SAP in the medium term, taking an active part in laying the groundwork for this pivotal shift for our organization.

DUTIES/RESPONSIBILITIES

• Oversee the daily workflow of the department and ensure operational excellence:

o Manage forecast (in collaboration with the sales team), order processing, coordination with production/planning, documentation and shipping, invoicing, payment follow-up, and coordination with sales departments.

o Ensure rigor in the planning process, particularly for key clients and stock management between Palalda and Ridgeville.

o Challenge existing workflows to optimize customer service processes and anticipate potential issues before they escalate.

• Assist in the development of operational improvements in preparation for the transition to SAP over the next few years. The CSV will eventually take on a key user role during this implementation.

• Recruit, interview, hire, and train new staff.

• Provide constructive and timely performance evaluations.

• Maintain good communication with sales managers, directors, and internal teams (planning, quality, finance) to ensure smooth collaboration.

• Manage and optimize customer communications and ensure proper follow-up, especially in cases where current processes need adjustment or improvement.

• Support administrative tasks related to customer service documentation (bills of lading, proforma, etc.) and ensure the accuracy and timely delivery of shipments.

CHALLENGES AND FUTURE PROSPECTS

• Process Improvement: This role requires a proactive approach to challenging and refining existing processes, especially in stock management, consignment, and planning, to ensure operational efficiency and customer satisfaction.

• SAP Transition: While the full implementation of SAP is planned for the coming years, the CSV will be involved in laying the groundwork and will have an opportunity to take on a key user role during the transition.

• Growing Business: As Sterimed continues to expand, this position will involve supporting the growth of our new Ridgeville site, contributing to its operational success and increasing team dynamics.

REQUIRED SKILLS / ABILITIES

• College degree or equivalent.

• At least 5 years of related experience, preferably in a B2B industrial environment; experience in packaging is a plus.

• Strong organizational skills with attention to detail.

• Analytical skills to challenge current practices, identifying areas for improvement and implementing solutions to enhance order processing and customer service efficiency.

• Time management skills with a proven ability to meet deadlines.

• Excellent interpersonal and customer service skills, with a high level of professionalism when handling complex customer requirements.

• Strong verbal and written communication skills.

• Strong leadership skills, with the ability to prioritize tasks, delegate appropriately, and motivate a small team.

• Ability to function well in a fast-paced and sometimes stressful environment.

• Experience with ERP systems, especially with planning for a future SAP implementation, is an advantage.

• Proficient with Microsoft Office Suite or related software.

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times

WHAT WE OFFER

• Paid Life Insurance - $50k coverage

• Paid Short Term Disability

• Paid Long Term Disability

• Health/Dental insurance benefits: 92,5% of the premium cost for employee and 50% of premium cost for spouse and dependents is paid by Sterimed.

• 401k with 100% employer match of contribution up to 6% of gross earnings - Eligible to enroll after 6 months of employment, with enrollment periods starting on either July 1st or January 1st.

Vacations:

2 weeks / year, 1 day compensation per working day when travelling or meeting over the weekend.

Sick Leave/Holidays:

• One week sick/personal time

• Paid Holidays: As defined in the Sterimed policy (around 10 days for 2023

Sterimed is committed to creating an inclusive and accessible work environment for everyone. Please do not hesitate to inform us of any accommodations needed to facilitate your participation in the recruitment process.