Supervisor, Customer Service
Owens & Minor
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $83,000 per year
About the role
- Oversee team performance against established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) defined by leadership, including backorder volume, invoice match rates, service case counts, overtime, first contact resolution, resolution cycle time, escalation metrics, and customer satisfaction scores.
- Facilitate effective communication between leadership and team members through daily and weekly huddles.
- Assist in the recruitment, hiring, and onboarding of new team members.
- Lead customer service initiatives for new customer implementations.
- Participate in sales and customer calls to enhance business processes.
- Prepare and present weekly and monthly performance scorecards to Customer Service Leadership.
- Serve as a point of escalation for customer issues within the team.
- Oversee the performance management process for the Customer Service Team, including conducting mid-year and annual reviews, ensuring adherence to performance metrics, and developing improvement plans.
- Engage and coach team members through quality assurance reviews and ongoing development to enhance skills and drive overall team effectiveness.
- Communicate directly with customers during system issues, maintenance, service outages, or natural disasters.
- Foster a high-performing team environment, empowering members to ensure customer satisfaction.
Requirements
- Bachelor’s degree in business administration, management, communications, or a related field is preferred.
- 2+ years in a supervisory or team lead position is preferred.
- 4+ years of experience in customer service, shared services environment or in a healthcare setting is preferred.
- Relevant certifications in customer service or management can be advantageous.
Benefits
- Comprehensive Healthcare Plan - Medical, dental, and vision plans start on day one of employment for full-time teammates.
- Educational Assistance - We offer educational assistance to all eligible teammates enrolled in an approved, accredited collegiate program.
- Employer-Paid Life Insurance and Disability - We offer employer-paid life insurance and disability coverage.
- Voluntary Supplemental Programs – We offer additional options to secure your financial future including supplemental life, hospitalization, critical illness, and other insurance programs.
- Support for your Growing Family – Adoption assistance, fertility benefits (in medical plan) and parental leave are available for teammates planning for a family.
- Health Savings Account (HSA) and 401(k) - We offer these voluntary financial programs to help teammates prepare for their future, as well as other voluntary benefits.
- Paid Leave - In addition to sick days and short-term leave, we offer holidays, vacation days, personal days, and additional types of leave – including parental leave.
- Well-Being – Also included in our offering is a Teammate Assistance Program (TAP), Calm Health, Cancer Resources Services, and discount programs – all at no cost to you.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Key Performance IndicatorsService Level Agreementsperformance managementquality assurancecustomer service initiativesbusiness processesperformance scorecardsrecruitmentonboardingteam effectiveness
Soft Skills
communicationcoachingleadershipteam performance oversightproblem-solvingcustomer satisfaction focusempowermentengagementfacilitationpresentation
Certifications
customer service certificationmanagement certification