Job Description
Job Description
PrideStaff is currently seeking a results-driven Customer Service Supervisor on behalf of a leading global medical technology systems partner specializing in point-of-care hardware and equipment integration solutions.
This role moves beyond conventional call center oversight into high-level B2B client success, complex order management, and technical coordination. The ideal candidate brings a blend of team leadership, ERP proficiency, supply chain awareness, and the mechanical aptitude to navigate technical product documentation and Bills of Materials (BOMs).
Key Responsibilities:
- Team Leadership & Development: Supervise, mentor, and coach customer service representatives; establish onboarding workflows, identify skill gaps, and implement personalized professional development plans.
- Capacity Planning & Workload Monitoring: Analyze team volume, monitor capacity, and recommend operational or staffing adjustments to maintain service excellence in a fast-paced environment.
- High-Volume Technical Communications: Manage high-volume, complex B2B email inquiries regarding order status, configurations, pricing, and product specifications.
- B2B Account Management: Manage key customer and distribution accounts, developing long-term partnerships, analyzing customer scorecards, and driving conflict resolution.
- Technical Documentation Review: Interpret engineering drawings and Bills of Materials (BOMs) to clarify part numbers, configuration requirements, and customer technical inquiries.
- ERP & CRM Operations: Leverage Syspro (or similar ERP) and Salesforce (or similar CRM) to manage master data, inventory allocations, pricing, and order fulfillment.
- Data Analytics & Reporting: Create and maintain advanced Excel workbooks (utilizing pivot tables, VLOOKUP/INDEX MATCH, filters, and basic macros) to conduct order trend forecasting and variance analysis.
- Cross-Functional Collaboration: Partner directly with Engineering, Sales, Operations, and Quality teams to handle escalations, facilitate root-cause corrective actions, and support process improvement initiatives.
- Commercial Awareness: Identify and qualify organic business or upselling opportunities through regular customer interactions.
Qualifications
- Education: Bachelor’s degree in Business Administration, Engineering, Supply Chain, or a related field preferred.
- Experience: 3+ years of experience in technical customer service, B2B order management, or ERP-centric operations; prior supervisory or team lead experience preferred.
- Technical Aptitude: Demonstrated ability to read and interpret engineering drawings, schematics, and Bills of Materials (BOMs).
- Software & Systems:
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- Hands-on proficiency with ERP platforms (Syspro, SAP, NetSuite, or equivalent) and CRM software (Salesforce preferred).
- Advanced Microsoft Excel skills (pivot tables, VLOOKUP/INDEX MATCH, variance reporting, basic macros).
- Comfort with and interest in utilizing modern AI productivity tools (e.g., ChatGPT, Claude, Gemini, Perplexity).
- Supply Chain Acumen: Working knowledge of essential supply chain concepts, including lead times, minimum order quantities (MOQs), and safety stock management.
- Communication & Organization: Outstanding written and verbal communication skills, comfortable handling high daily email volume with precision, multitasking ability, and strong analytical problem-solving skills.
- Languages: Multilingual proficiency (e.g., Spanish or French Canadian) is a plus
\nCompany Description
PrideStaff is a national staffing organization, delivering innovative solutions to the challenges employers face every day. Over the years, PrideStaff has been a consistent industry leader, developing technology and service processes that allow our organization to deliver superior performance. With locations across the United States, we're well positioned to partner with clients and candidates to ensure a successful match of employee talent with customer needs. When it comes to your success, we leave nothing to chance!
Our Mission: Consistently provide client experiences focused on what they value most.
Company Description
PrideStaff is a national staffing organization, delivering innovative solutions to the challenges employers face every day. Over the years, PrideStaff has been a consistent industry leader, developing technology and service processes that allow our organization to deliver superior performance. With locations across the United States, we're well positioned to partner with clients and candidates to ensure a successful match of employee talent with customer needs. When it comes to your success, we leave nothing to chance! \r\n\r\nOur Mission: Consistently provide client experiences focused on what they value most.