Supervisor, Customer Service - Orthobiologics

Arthrex•Fort Myers, FL

2d•Onsite

About The Position

Arthrex Inc. is hiring a Supervisor, Customer Service - Orthobiologics to work at our Logistics Center in Fort Myers, FL. This individual will be responsible for providing operational oversight for Customer Service Orthobiologics and other specialty order processing, tissue inventory receiving & returns, customer credits, and inventory integrity. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™. Hours are Monday through Friday, 9:00am to 6:00pm EST.

Requirements

High School Degree required
5 years of increased responsibility in Customer Service/Supply Chain and prior Supervisory experience required.
Technical knowledge of products sold by the company and understanding of handling the products.
Basic knowledge of medical terms relating to the products handled.
Basic knowledge of marketing concepts and practices.
ERP Systems experience (I.e., SAP, Oracle, Workday, etc)
Relevant experience with ERP systems, including order management, warehouse operations, logistics and distribution processes.

Nice To Haves

Bachelor’s Degree preferred

Responsibilities

Supervise, coach, and mentor personnel in applicable processes including:
Ensure tissue orders and other related transactions are processed according to Customer Service & Tissue requirements
Returns are managed in accordance with Arthrex policies in collaboration with affiliated tissue banks.
Timely receipt of Orthobiologic material inventory files provided by each tissue bank
Timely processing of specialty order types including but not limited to VIP 3D, internal, special quotes; ensuring accuracy, compliance, and on-time delivery.
Participate in the testing, validation, and implementation of new SAP and shipping processes to support operational efficiency and continuous improvement.
Oversee coordination across functions to support the tissue banks –SAP OTC processes, Receiving, Returns, Transportation, and IT.
Manage workforce planning activities, including forecast review, scheduling, conformance monitoring, and ensuring service level KPIs are consistently met.
Evaluate calls to ensure team members deliver the Arthrex Customer Service experience in accordance with the Quality Program.
Conduct regular one-on-one meetings with team members to review performance metrics, call quality, coaching feedback, and professional development goals.
Oversee timekeeping and attendance management, including daily punch reconciliations and approval of time-off requests.
Oversee requests from Product Management related to product allocations, special promotions, and limited-release items.
Complete performance reviews and maintain accurate personnel records for all direct reports.
Support team members in handling customer issues, determine root causes, and implement appropriate and timely solutions.
Partner with Customer Service leadership on initiatives focused on process improvement, operational efficiency, and the development of programs aligned with future business needs.
Maintain flexibility in work schedule. Some travel may be required.