Customer Service Supervisor Details

Customer Service Supervisor

Penumbra US - Alameda, CA

Employment Type : Full-Time

As the Customer Service Supervisor, you will supervise the Customer Service Representatives and all day to day activities in the areas of order fulfillment, product inquiries and returns, ensuring they operate smoothly for both external and internal clients. You will support both customers and our sales force, assuring required flow of information for both domestic and international operations. Additionally, you'll provide data and reports in a timely manner for use by Sales, Finance, Manufacturing, Marketing and other groups in planning their work and meeting customer requirements. A successful Customer Service Supervisor will demonstrate flexibility and be able to adjust to changing business priorities, initiatives and requirements. What you'll Achieve

• Demonstrate timely problem-solving and decision-making capability, both as individual contributor and as supervisor
• Manage and oversee daily responsibilities of Customer Service Representatives
• Hire and coach Customer Service Representative team, determining and adjusting work schedules and staffing levels, providing timely reviews, training and managing performance and pay
• Ensure all Interdepartmental, Sales Representative, Customer and other requests and inquiries are addressed in a timely, professional and accurate manner
• Respond in timely, professional and accurate manner to escalated customer/sales force requests, product inquires, RMAs, returns, issues and other concerns
• Support and collaborate with Customer Service departments at our International Sites to ensure consistency and compliance. Travel may by required
• Participation in cross-functional teams that propose new initiatives and/or address issues related to Customer Service
• Responsible for maintaining training materials and coordinating sales training with CS team for onboarding of new Sales Reps
• Direct supervision of Expiration Management with CSR to ensure communication to Sales reps are sent and addressed in a timely manner
• Responsible for responding and providing supporting documentation for SOX requests
• Responsible for Department compliance with all Quality initiatives, including but not limited to FDA reporting, GMP, SOP, WIand ISO procedures and maintenance of team training records. Internal Audits, NSAI, FDA audits, respond to and close out all comments, non-conformances and any CAPA as identified during both internal and external audits in conjunction with the rest of the customer service leadership team

What You Bring

• Strong oral, written communication, and interpersonal skills required
• Keen attention to detail and strong organizational capabilities required
• Demonstrated ability to manage multiple tasks and deadlines required
• Ability to shift priorities and tasks as business needs necessitate
• The ability to problem-solve complex or unexpected situations
• Competence with Microsoft Office (Outlook, Word, Excel and Power Point) and SAP or similar ERP System
• 3+ years of Customer Service experience and 2+ years of Customer Service Representative experience
• Bachelor’s degree in Business, Marketing or related field preferred

What We Offer

• A collaborative teamwork environment where learning is constant, and performance is rewarded
• The opportunity to be part of a team that is saving lives every day with innovative new medical device technologies
• A generous benefits package that includes medical, dental, vision, and life insurance; a 401(k) match; and an Employee Stock Purchase Plan

Penumbra, Inc., headquartered in Alameda, California, is a global healthcare company focused on innovative therapies. Penumbra designs, develops, manufactures and markets novel products and has a broad portfolio that addresses challenging medical conditions in markets with significant unmet need. Penumbra sells its products to hospitals and healthcare providers primarily through its direct sales organization in the United States, most of Europe, Canada and Australia, and through distributors in select international markets. The Penumbra logo is a trademark of Penumbra, Inc.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
If you reside in the State of California, please also refer to Penumbra’s Privacy Notice for California Residents.