Supervisor, Customer service

Owens & Minor

13d • $83,000

About The Position

The supervisor will lead a dynamic team dedicated to delivering exceptional customer service. This role involves overseeing daily operations and ensuring that customer inquiries are handled efficiently and effectively. The supervisor will implement best practices to enhance team performance, drive continuous improvement, and maintain high customer satisfaction levels. Additionally, this position will involve training and mentoring team members, managing escalated issues, and collaborating with cross-functional teams to optimize service delivery. The anticipated salary range for this position is up to $83,000 yr./ The actual compensation offered may vary based on job related factors such as experience, skills, education and location.

Requirements

• Strong understanding of Owens & Minor processes and Global Business Services best practices.
• Proven leadership and interpersonal skills, focused on personal development.
• Demonstrated ability to build relationships with top-tier internal and external partners.
• Energetic, flexible, and collaborative leader who embraces challenges.
• Excellent verbal and written communication skills, with the ability to persuade and influence.
• Skilled in time and resource management through organization, multitasking, delegation, and project management.
• Independent and self-motivated, committed to delivering exceptional customer service, quality, and results.
• Proactive problem solver with creative thinking and foresight.
• Experienced in diffusing difficult situations and providing authentic encouragement and recognition.
• 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.
• The ability to work weekends and after hours as needed.

Nice To Haves

• Relevant certifications in customer service or management can be advantageous.

Responsibilities

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees