Supv Product Complaints

Medline•Mundelein, IL

4d•Onsite

About The Position

Responsible for providing daily oversight to Complaint Coordinators and assisting with the development of policies and procedures that enable and encourage the optimum performance of the team. This role involves planning, evaluating, and improving the efficiency of the complaint handling process to enhance quality, efficiency, and productivity. The position requires maintaining schedules for complaint coordinators to ensure adequate staffing, allocating resources to meet departmental productivity standards and quality goals, and achieving results with manager guidance. It also involves communicating job expectations, planning, monitoring, and appraising job results, encouraging employee contribution through goal setting, feedback, and performance reviews, and continuous communication with the team via one-on-one meetings. The role is also responsible for employee orientation and training, and includes management responsibilities such as overseeing day-to-day activities and outcomes of a group of employees, hiring staff, recommending pay increases, performing performance reviews, training and development, estimating personnel needs, assigning work, meeting completion dates, and interpreting and ensuring consistent application of organizational policies. The position requires up to 10% travel.

Requirements

High School Diploma or equivalent.
At least 3 years of product complaint experience to include at least 2 years of experience at a senior or lead level.
Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
Experience with Microsoft Office Suite (Word, Excel, PowerPoint).
Experience with SAP.

Nice To Haves

Bachelor’s Degree.
At least 2 years of direct people management experience including hiring, developing, motivating, and directing people as they work.

Responsibilities

Plan, evaluate, and improve the efficiency of the complaint handling process to enhance quality, efficiency, and productivity.
Maintain schedule for complaint coordinators to assure adequate staffing.
Allocate resources while meeting departmental productivity standards and quality goals.
Achieve results with manager guidance by communicating job expectations, planning, monitoring, and appraising job results.
Encourage employee contribution and utilize a framework that includes goal setting, feedback, and performance review.
Communicate continuously with team through one-one-one meetings.
Responsible for ensuring the orientation and training of employees.
Hiring staff, recommending pay increases, performing performance reviews, training and development of staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.