Customer Care Supervisor Jobs

Job Type
Full-time
Description
PartsSource is the leading B2B e-commerce marketplace for US healthcare, helping healthcare providers to automate the purchasing of MedTech repair parts and services through a modern procurement experience while driving improved cost, quality, and reliability throughout the healthcare supply chain. We are growing rapidly as providers shift their purchasing toward e-commerce and away from manual processes. We are uniquely positioned to address key challenges impacting mission-critical operations related to rising input costs, skill shortages, and supply chain disruptions. Bain Capital’s 2021 investment in PartsSource further propels us to realize our Vision: Ensure the quality, safety, and availability of mission-critical assets to improve health outcomes.
The Customer Care Supervisor will ensure that all PartsSource customers are provided first-in-class customer service daily. Reporting to The Head of Customer Success, you will lead a team of Customer Care agents and empower them to make good decisions on behalf of the customer. Problem-solving methodologies will be used to identify top issues and long-term solutions to reduce the frequency of contacts. Intraday management will be used to ensure service levels are met and communication is made throughout the team on mitigations required to hit daily KPIS.
What You’ll Do
Establish a First in Class Customer Service Experience

• Identifies ways the customer can self-serve to reduce the time to issue resolution.
• Responsible for intraday management and monitoring of both email
• Champions both the CSAT and NPS program as it applies to all customers.
• Resolves customer complaints that have escalated beyond team leads/supervisors and develop long-term solutions for trending issues.
• Owns the end-to-end Customer Care Experience post onboarding for all customers.

Coach and Develop

• Manage and monitor customer inquiry queues to consistently achieve KPIs and target service levels.
• Responsible for managing and approving payroll and attendance.
• Explore learning opportunities across the organization to create exposure and understanding of the end-to-end business.
• Set clear SMART goals and help define a path for agents to achieve them with coaching and real-time feedback.
• Identify better ways of working and document clear standard operating procedures that can be used for both new and existing team members.
• Empower and lead a team of Customer Care representatives to make good decisions that are in the best interest of the customer and PartsSource.

What You’ll Bring
Your Background

• You listen to the members of your team to understand trends and pain points to help identify solutions that make their jobs better.
• You have 2-3 years of experience managing a customer service team.
• You are comfortable handling conflict resolution with both customers and team members.
• Your communication skills set you apart and build trust amongst those that work with you.
• You have used problem-solving methodologies to drive KPI improvement and CSAT results.

Who We Want To Meet

• You’re a strong influencer- able to gain the trust and confidence of leadership teams to drive change
• You’re accountable. You do what you say you’re going to do. And when you mess up- you own it, learn from it, and move on.
• You’re a problem solver, always looking to find ways to work towards a win-win solution
• You don’t settle for the status quo. You’re always improving upon processes and tools to find simpler and better ways to work.
• You’re a positive person, ready to serve as an enthusiastic promoter of PartsSource to internal and external clients

Bonus Points For

• Contact Center and/ or workforce management experience

Benefits & Perks

• An inclusive PartsSource community - work alongside other smart, passionate people
• Hybrid work environment where you get the benefits of flexibility, socialization, and productivity
• Competitive salary package inclusive of base salary, incentive bonus structure, and equity incentive plan; with a full benefits package (including a 401k match, employer-paid college debt redux, and more).
• A chance to revolutionize Healthcare with evidence-based decision-making on the world’s leading Procure-to-Pay platform!
• Growing company investing in and committed to developing the careers of our employees.

Interested?
We’d love to hear from you and explore the possibilities. Please send us your resume along with an optional cover letter detailing why you’re an excellent candidate.
Diversity Statement
We are an Equal Opportunity Employer committed to building an inclusive and diverse environment where everyone’s individuality is respected, and everyone has an identity. Our commitment to inclusion across race, gender, age, religion, identity, and experience drives us forward every day.
Legal authorization to work in the U.S. is required.
No Agency or Recruiter submissions will be accepted.
About PartsSource
Our platform automates the procurement process enabling the medical equipment service industry in their acquisition, repair and life cycle management of medical parts. The company's cloud software and marketplace technology tools help over 3,500 hospitals to source on-demand parts and services from over 6,000 OEMs and thousands of repair techs. PartsSource delivers strong value to customers through an “Amazon” like experience featuring preferred pricing, automated ordering, and formulary analytics to benchmark spend and drive greater supply chain intelligence.
From our founding in 2001 as the industry’s first online, fully integrated medical products marketplace, to the creation of our award-winning flagship solution, PartsSource Pro, PartsSource has evolved to become a leader in the digital transformation of the healthcare technology supply chain and indispensable partner to more than half of U.S. hospitals and thousands of equipment suppliers and independent service providers.
Bain Capital’s 2021 investment in PartsSource provides capital, expertise, and key partnerships further accelerating PartsSource’s growth. Bain Capital, one of the world’s leading private multi-asset investment firms with approximately $150 billion in assets under management, seeks to create lasting impact for their investors, teams, businesses, and the communities in which they live.
Read more about us here:

• PartsSource Expands Workforce in Aurora, Ohio Headquarters
• PartsSource® named one of the ‘Top 100 Healthcare Technology Companies of 2021’
• PartsSource President and CEO Philip Settimi Named to Top 50 Healthcare Technology CEO List
• PartsSource On-Site Service Solutions 2021 Winner
• WSJ: Bain Capital Private Equity Scoops Up PartsSource