Customer Service Supervisor

ARKRAY USA is a national leader in institutional blood glucose monitoring technology. We create, acquire, market, and support innovative diagnostic products and medical instruments. Join us in an exciting new period of growth!

Supervises the day to day operation of the ARKRAY Customer Service department providing technical and sales support for the Company’s diagnostic and proprietary products in Domestic marketplaces. 

• Supervise, manage, train, evaluate and staff the Customer Service department.
• Acts as the primary resource within this job unit to provide technical service and support to Domestic and Latin American customers who utilize the company’s diagnostic and proprietary products through multiple toll free 1-800 support lines.
• Effectively accesses, trains and utilizes a Technical Service database (i.e. CALLTRAK), which records and measures support and service interaction with customers. Acts as a back-up for Customer Service Representatives in the transactional details of delivery of service to customers.
• Oversees sales representative order processing and sales support function. Ensures Sales Representative satisfaction within the boundaries of the ARKRAY No Charge Products program.
• Oversees the 24/7 On-Call program for after hours service. Rotating cell phone assignment is shared amongst the Customer Service staff.
• Creates formal response letters to customers containing summary information of investigational outcomes related to complainant products.
• Acts as the primary user of the ARKRAY ACD phone system; manages phone scripts, routing, recording, etc.
• Interfaces with external service providers/vendors to evaluate services that could contribute to company growth or complete existing managerial strategies.
• Provides Cisco Reporting of Key Performance Indicators (KPI) to internal customers.
• Effectively interacts with Sales, Finance, Marketing, Inside Sales, and Order Services to assist these groups in providing comprehensive support and services to our customer base. Follows through on commitments and maintains a positive working relationship with these internal groups.
• Manages off-site Customer Service Call Center that operates 24 hours a day year-round for after hours, overflow, and Relion Walmart product calls.
• Back up phone administrator for the CISCO phone system.

Knowledge and Skills

• 2-4 years of technical/customer service experience
• Diabetes Mellitus background preferred.
• College degree in a medical or science field.  
• Developed a working background on diabetes and OTC diagnostic products
• Knowledgeable background in the science/medical field
• Knowledge of PC’s
• Maintains a positive attitude
• Portrays leadership qualities

ARKRAY offers a competitive salary, commissions plan, and a full range of employee benefits including medical, dental, life, disability, and 401(k) retirement plan.

Email cover letter, resume, and salary requirements in confidence to: Apply@arkrayusa.com

www.ARKRAYUSA.com

EEO Employer