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Regional Director of Customer Service

At Concordance Healthcare Solutions, we believe that each team member makes a difference in driving our purpose of positively impacting lives...

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Tiffin, Ohio

Other County

5/25/2021

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Job Description

At Concordance Healthcare Solutions, we believe that each team member makes a difference in driving our purpose of positively impacting lives forward.  Concordance is committed to our guiding principles of financial stewardship, accountability, forward thinking, aligned relationships and an inclusive culture. This is done through maintaining an unwavering amount of respect and commitment with our employees and customers, being authentic to who we are and operating with the highest levels of integrity. Through our dedicated staff of over 1,200 employees, working in strategically-located distribution centers across the country, we offer dynamic supply chain solutions to the entire healthcare continuum.
 
There are 2 openings: 1 for a Regional Director of Customer Service (CS) – East and 1 for a Regional Director of Customer Service (CS) – West. Each involves overseeing assigned CS Managers and their CS Specialist levels, while ensuring strong customer relationships within the assigned region.  The Regional Director will direct and oversee the organization’s customer service operations and administrative support that is involved with the CS staff at their distribution locations which includes selecting, training, developing and managing their staff. They will focus on company strategy helping to drive the overall company goals within their team and will do this through strong communication and collaboration with the Vice President, Customer Relations and various Concordance departments. This individual will collaborate with sales through a continuous connection with Sales Leadership. This position will work closely with the other Regional Director, CS to build consistency in Customer Service policies and processes and continuously strive to improve our customer relationships in the most efficient manner possible.
 
What You Will Do:
  • Hire, develop and manage CS Managers; support those Managers when they are hiring CS Specialists
  • Be the trusted advisor to customers while partnering with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals
  • Working collaboratively with customers to enhance their overall experience
  • Identify and analyze process improvement ideas and assess the effectiveness of projects and service-related initiatives through targeted metrics 
  • Facilitate and drive a service culture to achieve growth and retention targets, improve service and customer satisfaction by establishing a learning culture across the department
  • Lead and develop team by coaching, training, and providing feedback, to promote a culture of accountability professional development, high-performance and ethical behavior
  • Develop strategies to increase the quality of service to customers
  • Oversee and maintain CS operations including but not limited to: setting, tracking and reporting on KPI’s, headcount planning, and work force management
  • Lead and develop the customer service team and outcomes by reducing Customer and Employee turnover and scouting new opportunities for organization within our current Customer Base
  • Strategize and drive new opportunities through greater advocacy, and influence future value to customers through development of enhanced customer experience best practices
  • Inspires and motivates team to define and execute strategic objectives through effective coaching and mentoring, identifying and developing leadership talent, and fostering an innovative, collaborative, diverse, and agile culture
  • Able to work as a team and collaborate with various departments within Concordance
  • Continuously strive to build a skill set that will not only help to efficiently manage current customers but also strive to take on additional responsibilities
  • Attend occasional on-site customer visits and business reviews
  • Other duties as assigned
  • Travel required up to 30% for visiting customers, assigned region representing or attending industry events
 
Work Location: 
  • Within the assigned geographical region (Eastern United States)
  • This role can be performed in a remote work environment with easy access to a commercial airport.   
 
We offer great benefits and competitive pay!  
 Health, Life, Dental, Vision Insurance
 Paid Vacation and Personal time, Paid Holiday
 401K Retirement Plan – Company match
 Company paid Short Term & Long Term Disability
 Profit Sharing Program
 
Concordance Healthcare Solutions, LLC is committed to being the most respected, innovative, national, multi-market healthcare solutions company earning the highest level of trust by operating with integrity, unwavering commitment and exceptional service through our culture of excellence.  Through our dedicated staff of over 1,000 employees, working in strategically-located distribution centers across the country, we offer dynamic supply chain solutions to the entire healthcare continuum.
 
Concordance Healthcare Solutions is proud to provide Equal Employment Opportunities to all individuals for employment and prohibits any kind of discrimination on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
 
Consistent with the Americans with Disabilities Act, our organization is committed to providing reasonable accommodation to qualified applicants and employees as requested. If reasonable accommodation is necessary for the interview process, please contact [email protected]
 
Position will remain open until filled. 
Interested applicants should apply on-line at http://www.concordancehealthcare.com/careers.

Job Requirements

What You Will Need to be Successful: 
  • Bachelor’s degree in business or equivalent combination of education and experience preferred
  • Minimum of eight (8) years of experience in customer service or related field, with at least five (5) years of management experience  
  • Experience in supply chain, healthcare or distribution a plus 
  • Strong computer/technology skill set with Microsoft Office Suite and utilization of ERP system. Experience with CRM preferred. 
  • Shows strong leadership skills by working well with others, sharing expertise with fellow peers and presenting an overall positive attitude.
  • Strategic leader with demonstrated experience in building high performing teams.
  • Ability to manage throughout the organizational structure and delegate effectively 
  • Excellent verbal and written communication skills, with the ability to develop and present comprehensive reports. Ability to have difficult conversations when warranted (internal and external)
  • Strategic mindset with strong problem-solving skills, and a proven ability to exercise initiative, judgment, and discretion.  
  • Strong conflict resolution skills.
  • Proven critical thinking skills with the ability to use decisive reasoning to determine the best course of action as it relates to the department’s strategy
  • Strong business writing skills
  • Analytical thinker with excellent quantitative and superior problem-solving skills
  • Ability to manage up and down the ladder, both internally and externally

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