Supervisor, Customer Care

STERIS Corporation•Mentor, OH

21h•$60,000 - $72,000•Hybrid

About The Position

The Supervisor, Customer Care is responsible for our 24/7/365 Call Center. The Supervisor’s assigned team handles consumables and capital accessory orders, inquiries and service dispatch in support of Healthcare business. The Supervisor reports to the Manager, Customer Success and Service Support. The Supervisor partners with Account Managers, Technicians, Regional Sales Managers, District Service Managers and Area Vice Presidents, to ensure Customer satisfaction. The Supervisor ensures orders are processed accurately, on-time and in adherence to STERIS Terms and Conditions and will develop and enforce consistent, repeatable procedures and processes. Has direct responsibility of our first Value: Customer First Always.

Requirements

Bachelor’s degree in business discipline
Minimum of 5 years call center management experience required
2 years of people leadership or equivalent experience required
Demonstrated track record as a strong manager and leader
Working knowledge of telephony systems
Working knowledge of workforce management systems
Strong influencing and negotiation skills
Excellent interpersonal and relationship management skills
Demonstrated self-starter and able to manage independently

Nice To Haves

Three years or more with STERIS preferred
Strong decision-making skills; understands how decisions impact the Customer and the Company
Ability to lead and influence a cross-functional team and operate in a highly complex environment
Strong analytic skills (data gathering, analysis, and recommendation development)
Must demonstrate a high level of professionalism and integrity
Excellent communication skills – written, verbal and presentation
Ability to handle multiple demands from many people and prioritize effectively
Ability to maintain composure under pressure
Teamwork

Responsibilities

Manages Customer Care Representatives handling IPT and GI Consumables orders, capital accessory orders, inquiries, pricing, availability, and service dispatch
Performs weekly phone call quality audits to ensure STERIS’ Customer Experience is World Class
Meets with direct reports on a weekly basis to provide ongoing feedback regarding performance to metrics, development, and expectations to ensure quality customer service
Responsible for interviewing, hiring, coaching and developing staff
Ensures team is following department policies and procedures
Partners with Managers and Employees to maintain and improve employee engagement
Ensures adequate business coverage for 24/7/365 operation, including weekends and holidays
Creates and maintains staffing work schedule using Workforce Management Software, including evenings, weekends and holidays
Creates and maintains fax, chat, escalation schedule, new hire guide schedule, business continuity agent schedule, and holiday coverage schedule
Performs contract review process on high dollar value orders to ensure audit compliance
Manages product holds during periods of inventory rationing
Oversees tasks, including but not limited to, order processing, change orders, inquiries and service dispatch; assigns business tasks to responsible supporting functions
Generates reporting to ensure department metrics are achieved including, but not limited to, phone statistics and order audits
Responsible for financial decisions in line with Region Manager authority for expedite shipping costs and approving free goods orders
Ensures Business Continuity through the selection and onboarding of new team members into the BC Agent Program
Drives compliance through the creation and maintenance of Standard Work
Ensures sustainability of Standard Work Processes and Procedures
Tracks weekly progress of Leadership Standard Work on a Visual Management Board
Works with Training Department to identify developmental training opportunities for associates and ensure training materials are aligned to changes in standard work
Collaborates with Senior Manager and Digital Order Administration Manager on Intelligent Automation Initiatives