Open Positions at A&D

Customer Satisfaction Supervisor

A&D is a leading designer and manufacturer of blood pressure monitors, scales, balances and other precision measuring devices for a variety of applications. We are recognized as an innovative technology-based company with a reputation for high performance quality products. We currently have an opening in our San Jose office for a dependable, personable, and team-oriented individual to fill our Customer Satisfaction Supervisor position. As we are the leaders of the emerging telemedicine market, it's an exciting time at A&D!

Reporting directly to the Senior Vice President, this person would be a responsible for ensuring complete customer satisfaction in our organization with a heavy concentration on our external customers. Working closely with the Business Development Managers, the Customer Satisfaction Supervisor directs all levels of sales support to meet customer requirements through designated primary customer satisfaction representatives. In addition, the CS Supervisor will assure team coverage of an account.

DUTIES AND RESPONSIBILITIES:

1. The Customer Satisfaction Supervisor would be responsible for supervising, coaching, and developing the Customer Satisfaction Representatives to ensure highest level of customer satisfaction to all our customers.
2. Responsible for contracts administration ensuring proper compliance with pricing, discounts, shipping etc., more specifically with large specialty items.
3. Serves as a sounding board for angry customers. Listens to complaints and works with both the CSR and Customer to resolve the problem.
4. Serves as back up support for CSRs , including order processing, RGA's, application questions, literature requests and status of orders and stock.
5. Analyzes phone reports & RGA's to improve Quality Satisfaction index and conducts root cause analysis. Looks for ways to improve efficiency and phone coverage.
6. Training for CSRs - responsible for establishing quality product training programs with the medical and weighing marketing departments. Uses monthly staff meetings to bring up new methods of customer satisfaction.
7. Responsible for all new product pricing, and discount sign-off. Ensures that no products, promotions or special discounts are given without proper signatures. Inputs contract pricing, new pricing and special promotions into ERP system. Responsible for maintaining pricing matrix accuracy.

REQUIREMENT/EXPERIENCE:

• 5-7+ years customer service experience
• Excellent written, verbal communication and phone etiquette skills
• Strong customer relationship skills
• Must possess strong problem solving skills and the ability to think out of the box
• Experience with ISO, quality programs & business process improvement methods
• Must be self motivated and driven to success with strong leadership skills
• Strong project management and multi-tasking skills and should be very detail-oriented
• BS/BA or equivalent
• Ability to work under high pressure and aggressive deadlines
• Coordinate and influence resources; ability to work with cross-functional teams
• Microsoft Office, Strong Excel and PowerPoint Skills
• Experience in enterprise software (e.g. MAS500) preferred, and telephone reports
• Contract management experience desirable

If you would like to join our exciting team, please apply. A&D Engineering, Inc. is an equal opportunity employer. EOE M/F/D/V