Supervisor, Customer Service

Fresenius Medical Care•Lawrence, MA

6d•$58,000 - $97,000•Hybrid

About The Position

The Supervisor, Customer Service oversees daily activities to maximize the efficacy and efficiency of operations within the assigned function(s). The incumbent maintains a high level of customer retention in the resolution of outstanding customer service issues. The Supervisor, Customer Service serves as a subject matter expert (SME) by representing the assigned function(s) through diverse customer interactions. This is a hybrid position based out of our Lawrence Ma office.

Requirements

3 + years' experience in related customer service field; or 1 - 3 years' experience as a Supervisor.
Extensive knowledge of hemodialysis and peritoneal dialysis products preferred.
Strong computer skills with demonstrated proficiency in word processing, spreadsheet and email applications.
Detail oriented with strong analytical and organizational skills.
Adaptable to a fast-paced environment with changing priorities, tasks and customer conditions.
Strong leadership skills to effectively lead cohesive and productive teams.
Strong oral and written communication skills to effectively communicate with all levels of management.

Nice To Haves

Extensive knowledge of hemodialysis and peritoneal dialysis products

Responsibilities

Supervise the daily operations of the team, including but not limited to: establishing mutual goals, assigning tasks and maintaining schedules.
Resolve outstanding customer service issues escalated by the assigned team(s) in a timely and accurate manner.
Analyze and summarize productivity statistics of the assigned team(s) on a routine basis.
Review current policies and procedures with a focus on continuous improvement efforts; supporting the development and implementation of process improvements within the assigned function(s).
Act as a liaison to cross-divisional teams; providing support in the resolution of outstanding issues as they affect the assigned function(s).
Provide direct supervision of the assigned team(s) through ongoing leadership and guidance; partnering with Human Resources on employee matters.
Provide technical guidance.
Assist with various projects as assigned by a direct supervisor.
Other duties as assigned.
Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.