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Vice President, Customer Relations (Service)

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

Job Views ( 6 )

Tiffin, Ohio

Other County

11/19/2020

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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.

We have an exciting opportunity for a Vice President (VP), Customer Relations (Service). We are looking for a strong leader who has the ambition and drive to steer our Customer Relations team forward. The VP. Customer Relations is a senior management level position responsible for all Concordance Customer Service and Sales Support personnel and processes. This individual will build and manage a team comprised of Regional Managers and Supervisors responsible for designing and implementing current customer relations policies, as well as driving continuous process improvement and service performance throughout the department. The VP and supporting staff are critical to retaining our current customer base, growing our current customer sales and driving new customer business, by working to provide the highest level of customer service in the most efficient ways possible.

Essential Functions:

As the leader for Customer Relations for the organization, the VP is also responsible for managing and driving company initiatives as prioritized by the senior leadership at Concordance. This involves either direct project management and/or assigning a project manager to oversee any one or more company projects active at any given time. It also includes:

Provides leadership to the Customer Relations leadership team, while fostering a culture of accountability, professional development, high-performance, and ethical behavior.

Accountable for effective Customer Relations organization design, including job roles, responsibilities, performance management and resource deployment.

 Responsible for aligning the Customer Relations objectives with the overall corporate business strategy through active participation in Customer Relations strategy development, resource planning and budgeting.

Accountable for Customer Relations organizational performance and successful achievement of organizational goals.

Creating efficiencies and opportunities within department that add value and profitability.

Cross-functional collaboration to define opportunities and implement strategy

Supports achievements of strategic objectives critical to other functional areas within the organization.

Establishing and managing KPI’s that support the overall company goals.

Continuously expand the collective knowledge base of the company through multi-disciplinary learning and knowledge sharing.

Working collaboratively with the Customers to enhance their overall experience.

Work closely with Customer Relations leadership and staff, continuously looking for opportunities for process improvements and efficiency enhancements. Champion and drive a continuous improvement culture across Customer Relations through embracing technology and utilizing our operating system to its’ fullest.

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.

Management and oversight of training and development for the customer relations department.

Participate in RFP proposals and presentations as needed.

Attend on-site customer visits and business reviews, as required.

Travel required up to 50%.

Performs other duties as assigned.

Work Location:

Tiffin, Ohio or Earth City, Missouri preferred.

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 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 .
                 
Concordance Healthcare Solutions, LLC hires and promotes people on the basis of their actual and potential abilities.  We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, gender, national origin, age, marital status, disability, genetic information status as a covered veteran or any other covered individual in accordance with applicable federal, state and local laws.  Concordance Healthcare Solutions, LLC is a drug-free workplace and conducts post-offer, pre-employment background screenings including employment, criminal history and drug testing.

Job Requirements

What You will Need to be Successful: 

Bachelor’s degree in Business or related field; or equivalent combination of education and experience. MBA or advanced degree preferred.

A minimum of 10 years’ of progressively responsible management experience in customer service is required. Experience in supply chain, healthcare or distribution a plus.

Ability to multi-task and manage throughout the organizational structure.

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).

Demonstrated ability to translate data and metrics into concrete, actionable recommendations.

Ability to effectively utilize Project Management tools and processes.

Displays strong presentation skills.

Strategic thinker with strong analytical and problem-solving skills, and a proven ability to exercise initiative, judgment, and discretion.

Proven leader with demonstrated experience in building high performing teams.

Show strong leadership skills by working well with others, sharing expertise with peers and presenting an overall supportive/positive leadership demeanor.

Advanced working knowledge with Excel, Word, and PowerPoint. Visio preferred.

Selected candidate will be required to sign a non-compete agreement.

Must be able to successfully pass a pre-employment drug screening and background check.

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