Supervisor – Customer Service
| Company | Owens & Minor |
|---|---|
| Location | Bothell, WA, USA, Downers Grove, IL, USA, Anaheim, CA, USA |
| Salary | $65000 – $75000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s Degree preferred and/or 6 years of relevant business experience (customer service, revenue cycle, etc.)
- 4 or more years of experience working in a shared services environment.
- 7 years of experience managing large, complex, cross functional teams.
- 4 years working within a customer service role.
- 5 years of experience working in Life Sciences / Healthcare strongly preferred.
- Strong cross-functional knowledge and capabilities are present within the Customer Service Organization.
Responsibilities
- Manages the day-to-day activities of a cross-functional resource group within a Customer Service Team; team encompasses a mix of resources which will vary based on customer needs
- Ensures that various teammate performance metrics are being met for the team: resource planning, absenteeism, attrition, etc.
- Determines and implements appropriate performance management plans to improve or correct team behavior.
- Manages team to pre-defined Key Performance Indicators (KPI) and Service Level Agreements (SLA) targets as defined by leadership. i.e. Back Order Volume, Invoice Match Rate, Number of Service Cases Opened, Overtime, First Contact Resolution Rate, Resolution Cycle Time, Number of Escalations, Customer Satisfaction Score.
- Occasionally performs quality assurance on team’s customer interactions as needed to support the development and performance of direct reports.
- Ensures consistent cross flow of all relevant information between leadership and direct reports; leads daily/weekly huddle groups with team.
- Assists with interviewing and hiring of team resources.
- Leads the onboarding process for new teammates
- Prepares and delivers weekly/ monthly scorecards to Customer Service Leadership.
- Acts as a customer escalation point for the team.
- Performs annual performance reviews for direct reports.
- Communicates directly with clients during system issues, maintenance periods, service outages, or natural disasters.
- Engages and develops teammates.
- Coaches teammates to proficiency in skills and behaviors.
- Supports the formation of a high performing team by creating a positive environment where teammates feel empowered to ensure our customers’ success.
- Acts as an ambassador to the team by actively supporting the values of the broader Owens & Minor organization.
Preferred Qualifications
- Bilingual in Spanish highly desired, but not a requirement.