Customer service supervisor

Essential Duties and Responsibilities :

• Supervises staff of Customer Service Coordinators, Leads and Analysts to ensure all orders are processed and shipped on time.
• Maintains schedules for lunch, breaks, phone, and paid time off requests to include changes as needed for business needs.
• Promptly answers calls and emails if elevated to Supervisor level or as needed.
• Monitors Cisco phone log to make sure all agents are on ready as needed and no calls holding.
• Responsible for checking all email groups and Esker buckets to make sure all order is processing properly and on time.
• Back-up for Leads and Analyst for all agency and synergy orders or issues as needed.
• Meets regularly with direct reports to review stats, quotas, and errors on a regular basis. This includes mentoring and coaching.
• Meets with Quality Assurance Analyst and rep to review calls and provide feedback and / or any follow up for corrective action.
• Responsible for SAP HR New hire onboarding requirements.
• Works with HR if needed to handle any employees’ issues or concerns. Keeps detailed log of recurring or concerning performance behaviors.
• Maintains schedules in time hub, updating as needed to current hours.
• Verifying training checklist for new reps and ongoing training for current staff along with Training Analyst.
• Assist new hires and checks orders until the time when they are completely capable of processing without orders and become certified to work independently.
• Continually inform staff of new promotions, new items, item substitutions and any pertinent and essential information or department updates.
• Responsible for working with Product Manager for new product launches or any limitations or special handling of new or existing products.
• Responsible for billing of Operating Room Installation and Integration charges.
• Responsible for Text on Material Master and Product Replacements.
• Responsible for holding team accountable for Arthrex Proud competencies and department goals.
• Responsible for yearly performance reviews of all direct reports and this should include statistics on their quotas, phone stats and errors.
• Maintains Arthrex Quality Management policies and continually communicates these standards to their direct reports.
• Cooperates and partners with Accounts Receivable, Agency Billing, Loaner / Returns, Field Logistics, Database, Transportation and Shipping to resolve any issues for customer or agencies with ultimate goal of on time delivery of orders.
• Cooperates with Senior Manager for new initiatives and consistently identify areas of improvement and development to meet future business needs.
• On a daily basis checks backorders for direct reports to ensure timely processing.
• Required to work flexible hours as needed by department to include mandatory month end until 7PM or upon completion of all orders submitted.

Required to work extended hours during fiscal year end to ensure all orders are processed and shipped on time.

Education and Experience :

• Bachelor’s Degree Required
• Minimum 5 years Customer Service experience with increasing responsibilities or Supervisory Experience required.

Knowledge and Skill Requirements / Specialized Courses and / or Training :

Technical knowledge of products sold by the company and understanding of handling the products. Basic knowledge of medical terms relating to the products handled.

Basic knowledge of marketing concepts and practices. Good phone skills in addition to the ability to multitask.

Machine, Tools and / or Equipment Skills :

Microsoft Word, Excel and Outlook required.

Reasoning Ability :

Ability to define problems, collect data, establishes facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Language and Communication Skills :

Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above.

Ability to verbally communicate ideas and issues effectively to other team members and management. Ability to write and record data and information as required by procedures.

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 the 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 talk or hear.

The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and / or move up to 10 pounds.

Arthrex 2024 Benefits

• Medical, Dental and Vision Insurance
• Company-Provided Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account (FSA)
• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
• Matching 401(k) Retirement Plan
• Annual Bonus
• Wellness Incentive Program
• Free Onsite Medical Clinics
• Free Onsite Lunch
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)

Last updated : 2024-03-25