Customer Success Supervisor

Reports to: VP of Sales or Sr. VP of Sales and Marketing Wells Pharma. Houston, TX 77054 Type Full-time Number of openings 1 Schedule – 8-hour shift – Weekend availability – Day shift – Night shift

Benefits: – Health insurance – Paid time off – Dental insurance – 401(k) – Vision insurance – Life insurance – 401(k) matching – Flexible spending account – Employee assistance program

About the Job: The Customer Success Supervisor will lead and coach a team responsible for order fulfillment, account support, and sales growth within the hospital customer base. This role bridges operational tasks with commercial objectives, ensuring exceptional customer experience while supporting business expansion. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES & RESPONSIBILITIES: Manage daily activities of multiple Customer Success Specialists Prioritize team tasks, troubleshoot escalations, and enforce service standards Track KPIs for order entry accuracy, response time, and customer engagement Collaborate with Sales Leadership on product expansion strategy and account prioritization Drive improvements in onboarding, communication, and operational SOPs Train and onboard new hires into processes, tools, and customer service standards Follows established sales operating procedures and best practices Performs all other related duties as assigned by management

KNOWLEDGE AND SKILLS: Customer centric + Excellent verbal and written communication skills; the ability to interact effectively with potential customers via phone and email Strong computer skills, including Microsoft Office Suite (Word, Power Point, Outlook, and Excel) and CRM/Salesforce experience preferred In-depth understanding of company services and its position in the industry: pharmaceutical products, compounding, and product offerings High intellectual curiosity and integrity Accurately pronounce medical and pharmaceutical terminology High organizational skills, multitasker, prioritize and manage time efficiently, attention to detail, and possess high level of accuracy Must be a self-starter and results-driven High adaptability in an environment with significant change Willingness to work collaboratively and ability to demonstrate effective teamwork Sensitivity to confidential documents and information

QUALIFICATIONS: 3–5 years in a supervisory role within customer service, inside sales, or account management Strong understanding of order entry, pharmacy workflows, or healthcare logistics Ability to lead a team in a fast-paced, high-accountability environment Salesforce and reporting/dashboard experience required Excellent leadership and customer communication skills Associate’s Degree preferred but not necessary. Experience with CRM software (i.e. Salesforce) preferred Genuine interest in pharmaceutical products Proficiency in Microsoft Office plus in written and verbal communications Must be able to maintain above average attendance and punctuality EDUCATION AND/OR EXPERIENCE: High School Diploma/GED Associate’s Degree preferred but not necessary.

LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS: > Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS: To perform this job successfully, an individual should have knowledge of Accounting software; Contact Management systems; Database software; Internet software; Spreadsheet software and Word Processing software.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EXPECTATIONS subject to change as new operating systems are implemented.