Supervisor, Customer Account Services Full-Time Durham, NC Shift will be 11:00am – 7:30pm EST Hybrid for local candidates Remote - candidates residing in Mountain or Pacific time zones only. This position is not open to relocation. About the Company: MED-EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. MED-EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability. With people at the epicenter of our research and technology, we relentlessly pursue connection—connection to sound, connection to each other, connection to possibility. Here at MED-EL, we are proud to offer a diverse, team-focused culture driven by our passion to support candidates, recipients, their families, and clinical partners. Our Mission: Delivering leading-edge technology to restore hearing and empower connection. About the Role: The Supervisor, Customer Account Services role is responsible for providing leadership to a team to direct reports and overseeing all aspects of the Customer Account Services Specialists' performance. The Supervisor assists the Manager, Customer Account Services with staff and business needs, playing a critical role in governance of day-to-day operations. This position also provides support for escalated phone calls and elevated customer needs. This position is responsible for covering the West and Southwest regions, with standard coverage hours of 11:00 AM to 7:30 PM Eastern Standard Time (EST). If the candidate is remote, the schedule will follow equivalent hours based on your local time zone. Remote candidates must reside in Mountain or Pacific time zone. Primary Responsibilities: Responsible for hiring, training, coaching, supervising, performance management, administrative duties (e.g. scheduling, timecard oversight, performance evaluations, etc.), engagement, and professional development of Customer Account Services Specialists reporting directly to them. Oversee all order processing activities (e.g. processing sales orders, warranty replacements, and return authorizations) to maximize efficiency and ensure orders are shipped correctly and in a timely fashion. Partner with Manager and other Customer Care Department leaders to maintain Materials Management and other Standard Operating Procedure documents. Assist with developing goals and implementing action plans to successfully maximize efficiency, profitability and consistent ongoing operations. Assist Manager, Customer Account Services and partner with Training and Development Manager, Customer Account Service with all aspects of call governance (e.g. call routing, managing skill assignments, reporting, etc.), maintaining Daily Stats scorecard, and other administrative responsibilities. Serve as lead on Quality Check Team to ensures orders are processed and shipped correctly and efficiently. Collaborate with internal staff members including Insurance Support Services, Audiology Technical Support Services, Accounting, Product Control, Order Fulfillment, and Sales teams to help maintain account relationships. Responsible for motivating the CAS Team as well as inspiring positive communication within them so that they can work together toward achieving goals. Manage customer account needs in accordance with policy/ guidance and exercise judgment in meeting customer needs and enhancing the customer experience. Accept assignments based on business needs. Set appropriate expectations for behaviors, communication, and performance to ensure consistent delivery of world-class customer service. Provide floating coverage as business needs require. Mentor / onboard new hires. Deliver on daily, weekly, monthly oversight and reporting requirements. Manage team queues to ensure orders are processed correctly and in a timely manner. Position Qualifications: Bachelor’s or associate degree preferred. Minimum of 5 years of Customer Account experience or equivalent. 3-5 years supervisory experience preferred. 1-2 years healthcare industry desirable. Complete assigned tasks in a timely manner and assist other supervisors when they are unavailable (e.g. working on other projects) or out of office. Excellent written and verbal communication skills. Excellent customer service for both internal and external customers. Excellent database skills with proficiency in Microsoft Office (Excel, Word, Outlook) and ability to learn various systems used by customer care personnel. Excellent people skills and the ability to deal with challenging and stressful situations. Uphold MED-EL Quality System requirements, detailed operational procedures and various regulatory requirements relevant for medical device companies, Medicare, and Medicaid Providers. Perform under pressure, included time-pressure/deadlines, quality audits, and various regulatory (FDA, HIPAA, Medicare, OIG, OCI) inspections, etc. What We Offer: We know that benefits are important to you, and we offer a robust benefits package including: Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service. 401k Match Health Savings Account with employer contribution Short term and long-term disability paid by the company. Company paid life insurance with an option to purchase additional coverage. FSA Dependent Care Pet Insurance Critical Illness Accident Insurance PTO – 20 days annual that is accrued each pay period. Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays. Employee Assistance Program For local employees: This position follows the hybrid salary staff – exempt work plan policy, which requires 3 days in the office and 2 days remote each week. Additional on-site presence required for meetings, trainings or staff onboarding. The position is on-site 100% for the first 90 days and until onboarding has been satisfactorily completed. MED-EL Corporation is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.