Customer Success Supervisor

FACC Texas; Fort Worth (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

FACC Texas seeks a Customer Success Supervisor to lead a growing team serving hospitals, long-term care facilities, and home health organizations across the United States.

You will oversee customer service activities, ensure accurate order processing, drive process improvements, and mentor staff to deliver exceptional service. The role emphasizes collaboration with HR, Finance, and Operations to align performance with quality standards and contractual terms.

Qualifications

• 3–5 years of experience in a customer service or success role.
• Strong knowledge of ERP systems (Dynamics GP, SAP S/4HANA) and Salesforce.
• Demonstrated experience as a supervisor of a growing team.
• Robust EDI experience (850, 855, 856, 810, 940/945, 820, 852).

Responsibilities

• Directly supervise a team and carry out supervisory responsibilities per company policies.
• Interview, hire, and train employees; plan and assign work; evaluate performance; address complaints.
• Ensure timely and accurate entry, fulfillment, and invoicing of customer orders; manage 3PL coordination.
• Oversee returns, credits, and complaint documentation per quality standards.
• Lead the compilation and maintenance of training notes, SOPs, and process improvements.
• Monitor KPI performance and handle escalations to maintain a customer-first mindset.

Skills

Leadership

CRM software

ERP systems

Power BI

Education

High school diploma or GED

Associate degree preferred

Tools

Salesforce

Microsoft Dynamics GP

SAP S/4HANA

EDI

Job description

We’re hiring a Customer Success Supervisor for one of the leaders in innovative medical devices and care solutions for hospitals, long-term care facilities, and home health organizations across the U.S.

The Customer Success Supervisor will lead, plan, coordinate and contribute to customer service team activities to maintain and enhance customer relationships and meet organizational and operational objectives. In this role, the Customer Success Supervisor will engage and inspire the team by projecting a positive and professional image and serve as a role model for others.

RESPONSIBILITIES

• Directly supervises a team of individuals and carries out supervisory responsibilities in accordance with the company’s policies and applicable laws
• Interviewing, hiring, and training employees; planning and assigning work; evaluating performance, rewarding and disciplining employees; addressing complaints and resolving Problems.

Customer and Order Management

• Ensure timely and accurate entry, fulfillment, and invoicing of customer orders (manual and EDI 850/855/856/810/820/852 flows).
• Partner with 3PL logistics providers and carriers to resolve shipping, consignment, and delivery issues.
• Oversee returns (RMAs), credit/rebill requests, and complaint documentation in compliance with internal quality standards.
• Support new account setups, contract compliance.

Leadership and Team Development

• Demonstrate the ability to effectively lead, train, and peer coach team members.
• Oversee the compilation and maintenance of training notes, work instructions, and SOPs to ensure accuracy and compliance.
• Drive continuous improvement of procedures, methodologies, tools, and cross-departmental processes to progress toward customer-success excellence.
• Monitor and ensure staff performance meets expectations through coaching, feedback, and regular reviews.
• Maintain and track KPI performance and Non-Compliance for internal teams and external business partners, ensuring alignment with company goals. Lead by example in handling escalations and fostering a customer-first mindset.
• Partner with HR and Leadership to support professional development and career growth within the team.

Process Improvement and Compliance

• Develop, document and refine SOPs to align with internal quality systems.
• Support audit readiness, complaint handling, and documentation accuracy for Quality and Regulatory Affairs.
• Collaborate with Finance and Business Analyst to ensure proper handling of contacts, distribution agreements, and financial terms/Credit Limit.

System and Data Management

• Act as a key user for ERP (Microsoft Dynamics GP, transition to SAP 4 Hana), EDI (True Commerce) and CRM (Salesforce).
• Collaborate with IT to enhance integration across all platforms.
• Generate and analyze reports/dashboards (Power BI, Excel) to identify trends, forecast order volumes, and recommend improvements.

Customer Success Support

• Ongoing training of staff, support, and guidance to maintain service operations and efficiency.
• Inbound/outbound calls from/to wholesalers, distributors, consumers, business customers, and account managers.
• Status/Tracking of customer orders and backorders.
• Work with 3PL warehouses/shipping.
• Claim processing for shortages, Damages and destruction of products.
• Processing of Return Goods Authorization (RGA) and Call Tags.
• Credit Memo issuance.
• Invoicing, Month End close, Accounts Payable.
• Credit application processing and new customer account set up.
• Processing of (International) orders and completion of Declaration of Conformity (DOC), Certificate of Origin (COO) and Proforma Invoices.
• ERP/Electronic Data Interchange (EDI) system analysis/problem solving.
• ERP new account set up.
• Continuous improvement champion.

COMPETENCIES

• Working knowledge of customer service software and databases
• Considerable independence, initiative and discretion within established policy and legal guidelines
• Leadership skills
• Ability to build relationships and relate to people in an open, friendly, and accepting manner
• Problem-solving and critical thinking skills
• High attention to detail
• Robust written and oral communication skills
• Strong organizational and time management skills

REQUIREMENTS

• High school diploma or general education degree (GED) required, Associate degree/Bachelor degree preferred, or equivalent work experience
• At least 3-5 years of experience in a customer service / success role
• Strong knowledge of ERP systems (Microsoft Dynamics GP, SAP S/4HANA preferred) and CRM tools (Salesforce) preferred
• Demonstrated experience as a supervisor of a growing team
• Robust EDI experience (850, 855, 856, 810, 940/945, 820, 852)