Supervisor Customer Service

ITD GmbH; Tampa (FL); Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Performance bonus

Paid time off

Job summary

iTD GmbH in Tampa Bay area is seeking an Experienced Supervisor Customer Service to lead our fast-paced team in a global medtech environment.

You will coach staff, manage key accounts, analyze orders, and collaborate with Sales, Engineering, Operations and Quality to improve processes; salary includes bonus and benefits.

Qualifications

• Bachelor’s degree in Business Administration, Engineering or related field.
• 3+ years in technical customer service, order management or ERP centric roles—supervisory experience preferred.
• Hands on proficiency with Microsoft Excel.
• Proven experience using Syspro and Salesforce.

Responsibilities

• High Volume Email & Inquiry Management.
• Manage key customer and distribution accounts and resolve conflicts.
• Leverage analytics and scorecards to optimize fulfillment.
• Use Syspro and Salesforce to retrieve master data, order status, inventory and pricing.
• Excel reporting for forecasting and analysis.
• Review engineering drawings and BOMs for clarity.
• Conduct performance reviews and coaching.
• Develop onboarding and training plans.
• Monitor team workload and capacity; suggest staffing changes.
• Collaborate with Sales, Engineering, Operations and Quality on escalations.

Skills

Leadership

Customer service

Analytical thinking

Organization

Multitasking

Communication

AI tools

New business opportunities

Team coaching

Supply chain basics

Languages

Education

Bachelor’s degree in Business Administration, Engineering or related field

Tools

Syspro

Salesforce

Microsoft Excel

Job description

Location: Sales and marketing office Munich

Career level: Experienced professionals

We are looking to expand our team as soon as possible
(Location: Odessa, Tampa Bay area, Florida)

Supervisor Customer Service

iTD GmbH is a global medtech systems partner specializing in medical device mobile carts and integration services. As part of TouchPoint Inc. (TPI), we help leading medical technology companies quickly bring their technologies to the point of care. Our solutions are used worldwide in both outpatient and inpatient settings and make an important contribution to patient care.

• Bachelor’s degree in Business Administration, Engineering or related field
• 3+ years in technical customer service, order management or ERP centric roles—supervisory experience preferred
• Hands on proficiency with Microsoft Excel
• Proven experience using Syspro (or similar ERP) and Salesforce (or similar CRM).
• Technical aptitude to read and interpret engineering drawings and BOMs
• Excellent written communication—comfortable handling dozens of complex emails daily
• Strong leadership, analytical, organizational, and multitasking skills in a fast paced environment
• Familiarity, comfortability, and proficiency with AI tools, such as: Claude, Chat GPT, Perplexity, Gemini, etc.
• Experience identifying and qualifying new business opportunities through customer interactions
• Demonstrated success coaching and developing junior team members
• Basic supply chain knowledge (lead times, MOQs, safety stock)
• Multilingual capabilities (e.g., Spanish, French Canadian) a plus

Your responsibilities

• High Volume Email & Inquiry Management
• Manage key customer and distribution accounts by building strong relationships, understanding their business model and facilitating conflict resolution
• Leverage order trend analytics and customer scorecards to identify fulfillment optimization
• ERP, CRM: Use Syspro and Salesforce to retrieve master data, order status, inventory and pricing
• Excel Reporting: Build ad hoc Excel workbooks (pivot tables, VLOOKUP/INDEX MATCH, filters, basic macros) for forecasting, variance analysis and customer requests
• Review and interpret engineering drawings, BOMs to clarify part numbers and issues
• Team Coaching & Development: Conduct regular performance and developmental reviews
• Define and roll out professional development plans and onboarding training; identify skill gaps and implement personalized learning paths
• Capacity Planning & Process Improvement: Monitor and analyze team workload and capacity, recommending staffing or structure changes as business needs evolve
• Cross Functional Collaboration: Partner with Sales, Engineering, Operations and Quality on escalations, corrective actions, and strategic process projects.
• Competitive salary plus performance based bonus
• Paid time off, holidays and professional development
• The advantages of a medium-sized company combined with the opportunities of an international corporate group
• Thorough onboarding, regular sales training, and excellent opportunities for professional development
• An international corporate culture that fosters a positive work environment