Director, Customer Support

Company Description

Cutera is a leading global aesthetics device company with a comprehensive product portfolio and a global distribution footprint. We are a fast-paced, high-tech medical device company looking for the right person to help grow our business and reap the rewards of doing it! We hire the best people and provide them the best comp and benefits to help improve their lives. Read more at www.cutera.com

The Company’s technology enables physicians to provide advanced solutions for a broad range of medical aesthetic applications including improving the skin’s appearance through the treatment of superficial benign vascular and pigmented lesions, unwanted hair removal, improvement in skin laxity and wrinkles, and body contouring and sculpting.

Job Description

This position is responsible for managing all aspects of the customer order to cash process across a diverse US and international customer base in support of the Field Sales Organizations. The successful person will manage a department of approximately eight employees and will maintain positive and productive customer-centric relationships with all parties.

Duties and Responsibilities:

• Directs all activities of the Customer Support Team to support the goals of the organization.
• Leads, mentors, motivates, and trains members of the team to establish outstanding customer relations and operate on-time and efficiently in daily operations.
• Ensures compliance with all standard operating procedures, policies, and guidelines.
• Works on complex customer issues to facilitate customer satisfaction. Works on internal issues where analysis of data requires in-depth evaluation. Drives change where needed to support customer satisfaction and team efficiency.
• Assures compliance with all SOX requirements.
• Develops tools and process flows to improve the efficiency and effectiveness of the customer support team in the spirit of continuous improvement.
• Measures team effectiveness and uses analysis to improve efficiency.
• Drives the overall execution of order processing, i.e., order scheduling, backlog management, etc. Requires attention to detail to meet accounting requirements to include:
  • Sales Order processing.
  • RMA returns.
  • Coordination of shipments and field service installations.
  • Maintaining customer records.
  • Invoicing, cash application, credit memos, refunds & collections.
  • Manage credit approvals and credit limits.
• Develop Strategies, Tactics, and Metrics around customer satisfaction (internal and external) and continuous improvement programs.
• Perform detailed revenue accounting and audit support.
• Partner with the Operations Department for Inventory and Freight Management.
• Able to proactively resolve and/or escalate issues across functions relating to timely shipments, follow-up communications, coordination with manufacturing on product availability to meet customer commitments, and sales targets.
• Effectively direct and manage various projects, with ability to prioritize and shift priorities as necessary.
• Develop the approved price list for North America and International Sales
• Perform other duties as assigned.

Qualifications

Position Requirements:

• Bachelor’s degree or equivalent experience
• 10-plus years of relevant experience with proficiency in managing teams.
• Proficient in MS Word and MS Excel, including “advanced” features such as pivot tables and v lookups. 
• Must be detail-oriented with knowledge of general accounting and export requirements.
• Experience with ERP and CRM Systems & Tools. SAP and Salesforce experience a plus.
• Strong interpersonal skills with the ability to communicate effectively at all levels internally and externally.
• Ability to manage a team of diverse individuals, providing leadership, motivation.
• Acute problem-solving aptitude, balancing the needs of the team and the business, while focusing the needs of the customer and their needs.
• Solid execution capabilities with the ability to manage multiple priorities, with an eye for attention to detail, and a dedication to delivering quality results in a timely fashion.

Additional Information

Cutera expects to reasonably pay in the range listed below for this position based on the city and state listed in the job posting:

Annual base salary: $180K to $200K

The actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, education, and candidate residence if the position is remote or field-based. We reserve the option to pay above this range for the exemplary experience or higher education.

All your information will be kept confidential according to EEO guidelines.

If you are ready to become part of our spectacular, growing, and FUN company, then apply today!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

Applicants responding to this posting must be able to provide proof of eligibility to work in the United States. Competitive salary, benefits, ESPP and stock options. Cutera is an Equal Employment Opportunity Employer.