Customer Service Supervisor

Dealmed•Brooklyn, NY

About The Position

Dealmed Medical Supplies is seeking an experienced, results-driven Customer Service Supervisor to lead, develop, and continuously improve customer support operations. This leadership role oversees a customer service department supporting traditional business-to-business (B2B) medical supply accounts and an expanding e-commerce segment serving B2B and direct-to-consumer (B2C) clients. The supervisor manages daily activities, establishes departmental benchmarks, drives process and technology improvements, and uses data reporting to support exceptional customer journeys. The role works cross-functionally with Accounting, Sales, Purchasing, Warehouse, and Technology teams to uphold the company’s commitment to service excellence. The supervisor leads a hybrid team of 3–5 Tier I and Tier II Customer Service Representatives across in-house and outsourced channels. The position oversees B2B and omnichannel communication workflows, monitors volume and productivity, supports queues when needed, handles escalations and operational workflows, and partners with the Director of Customer Service on KPIs, goals, and SLAs. It also uses interaction data to identify trends and bottlenecks and recommends process, automation, AI, or technology improvements.

Requirements

At least 2 years of progressive team leadership or supervisory experience in a dedicated customer service environment.
Proven success managing B2B account support and/or high-volume e-commerce customer care workflows.
Exceptional verbal and written communication skills.
Strong conflict-resolution and interpersonal abilities.
Hands-on leadership style, excellent organizational skills, and ability to manage multiple operational priorities.
Proficiency with Microsoft Office, specifically Word, Excel, Outlook, PowerPoint, and Teams.
Comfort navigating modern CRM databases, understanding call routing, and using AI-assisted customer service platforms.

Nice To Haves

Prior exposure to medical-surgical products or healthcare procurement workflows is helpful but not required.

Responsibilities

Train, mentor, and develop a hybrid team of 3–5 Tier I and Tier II Customer Service Representatives across in-house and outsourced channels.
Oversee B2B communication workflows across phone queues, direct-dialed calls, shared and personal emails, and sales support tasks.
Oversee omnichannel communication workflows across phone queues, dedicated email boxes, and live chat platforms.
Monitor incoming volume and productivity trends to ensure prompt, professional, and precise resolution of customer inquiries.
Directly assist with incoming queue calls and emails when business volume requires it, partnering with the team to maintain service levels.
Drive customer retention and brand loyalty through process improvements and active quality assurance monitoring.
Resolve high-level customer escalations and build sustainable solutions to eliminate recurring root-cause issues.
Handle manufacturer product recalls, account paperwork updates, return merchandise authorization (RMA) approvals, backorder management, and purchase order (PO) processing.
Partner with the Director of Customer Service to establish, monitor, and report on KPIs, departmental goals, and SLAs.
Use interaction data and reporting tools to identify trends, remove workflow bottlenecks, and enhance the end-to-end customer experience.
Identify operational inefficiencies and recommend automation, AI-assisted tools, or technology improvements to improve response times and service quality.