Manager of Customer Excellence, Capital Equipment

Manager of Customer Excellence, Capital EquipmentMEDELA, LLC in McHenry, ILHybrid Role, 3 days onsite & 2 days remoteSalary starting at $70,000 plus bonusWe are not accepting candidates from recruiting firms or agencies.We make a difference in the lives of families every dayPlease go to to learn about usWe are seeking a candidate with the following experience:Leadership: You are a high energy leader that focuses on developing others and encouraging strategic thinking, innovation, and action.Customer Service: Engaging passionately with retail and hospital accounts, and internal sales teams.Billing: Managing diverse billing types, including monthly flat rates, fixed rates, and prepaid agreements, along with processing debits and credits for accounts.ERP Systems: Utilizing strong ERP expertise to update accounts, generate reports, and ensure accurate information management. (SAP preferred)Proactive Reporting: Generating, developing, and analyzing reports to identify variances and proactively address the team and customer's needs.Communication: Demonstrating the ability to clearly convey information, actively listen, offer constructive feedback, and adapt communication style to various audiences and situations.Adaptability & Problem Solving: Responding seamlessly to changes and resolving challenges with a solution-oriented approach.Technical Skills: Leveraging skills in rental and capital equipment programs, along with proficiency in Microsoft Office Suite, particularly Excel, to enhance productivity.Medela's US-based manufacturing and development facility is headquartered in McHenry, Illinois. This position requires an on-site presence in McHenry, IL three days a weekWhat We Offer Our Manager of Customer Excellence, Capital EquipmentCompetitive Salary starting at $70,000Comprehensive benefits plan, which is affordable to our employees401K with matchMoney Purchase Plan16-week Paid Parental LeaveGenerous PTO package, including 14 paid holidaysA great place to work!Education/Experience Requirements - Manager of Customer Excellence, Capital EquipmentAssociate's degree or equivalent from a two-year college or technical school required; Bachelor's degree preferredMinimum three years' experience overseeing a business to business customer service team preferredProficient in Windows environment with significant experience in Excel reporting and report developmentProblem-solving ability with attention to detailExcellent verbal and written communication skillsExperience working in an environment with global objectivesMust be able to read, understand and communicate in EnglishApply principles of logical thinking to solve practical problemsResponsibilities - Manager of Customer Excellence, Capital EquipmentTeam Management Manages all core functions of the Capital Equipment Team in the USInternal lead that actively and with consistency coaches, evaluates, coordinates performance, ensures continual training and balances the workload of their assigned team to support the Medela strategyProvides daily guidance, support, and recognition to team members and drives continuous process improvement toward increased efficiency, customer satisfaction, and reduced costs while meeting the strategic goals of MedelaEffectively manages inventory and identifies ordering patterns that may impact supply, service, and compliance requirementsProactively contributes to demand planning processes to effectively manage order logisticsResponsible for team management of all aspects of PO management through shipment/invoicing, working collaboratively with key stakeholders on issue resolution to ensure premium account supportAnalyzes and provides accurate sales reporting data and POSIntermediate trend analysis - Including but not limited to Shipped/POS, in stocks, fill rate, forecast to demand, and account inventoriesLead decision-maker for account issue resolution resulting in increased service levels, reduced non-compliance errors, and overall efficiencyFairly and responsibly authorizes returns per the returns allowanceSerial Equipment Fulfillment & ReportingEffectively lead and manage capital equipment programs and processes for accountsDaily management of serialized equipment and reporting; maintain data integrity and accuracy of serial records for equipmentActively lead billing programs; ensure data accuracy and process alignment with serialized equipment reportsAssist internal and external customers by monitoring and responding to all account requests through various communication channelsManage and maintain the integrity of SAP capital equipment contracts via corrective action and updates as needed.Ensure accuracy and integrity of serial equipment reports by product and customerSerial Equipment Subject Matter ExpertFulfills the role of subject matter expert (SME) for all serial equipment processesEstablish routine customer serial equipment audits relative to SAP contracts, contractual agreements, and invoiced quantitiesAlign service processes with data and reporting management on serialized equipment for accountsEffectively communicate and coordinate proposed implementation considerations for new capital equipment programsDefine and develop SAP processes, adjusting as needed for improved efficiency to achieve desired outcomesManage and support with system testing relevant to capital equipment transactionsLead and support product change life cycle management for serialized equipment and capital programs, including the introduction and discontinuation of serialized productsLead the process of transfers and lost equipment billing, verifying the accuracy of data and alignment with rental agreementsDocument internal/external communication related to hospital account managementThis is not a job description. More details will be provided regarding the functions of the Manager of Customer Excellence, Capital Equipment position.We are not accepting candidates from recruiting firms or agencies.At Medela, you will be joining a global community of colleagues, united by the purpose that drives our business: helping people. Medela exists to advance human health and well-being through knowledge-based and innovative human milk and medical vacuum solutions.Our employees are empowered to serve this purpose in a family-owned company that is growing rapidly around the world. We value intensive exchanges, diverse perspectives, and unbureaucratic decisions. You will have the opportunity to develop at an international level, and witness the direct impact your work has on our company's success.If you are interested in this opportunity, we are looking forward to receiving your application.For this position we only consider direct applications - thank you for your understanding.As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, citizenship, sex, protected veteran status, age, physical or mental disability, medical condition, HIV/AIDs status, marital status, domestic partner status, sexual orientation, gender identity (transgender status), weight, height or any other characteristic protected by federal, state, or local law or ordinance.

Created: 2025-01-29