Customer Service Supervisor Jobs

Requisition ID: 5063

Job Title: Customer Service Supervisor

Job Country: United States (US)

Here at Avanos Medical, we passionately believe in three things:

• Making a difference in our products, services and offers, never ceasing to fight for groundbreaking solutions in everything we do;
• Having an impact on the healthcare challenges we all face, and the lives of people and communities around the world.
• Making a difference in how we work and collaborate, constantly nurturing our nimble culture of innovation;

At Avanos you will find an environment that strives to be independent and different, one that supports and inspires you to excel and to help change what medical devices can deliver, now and in the future.

The Avanos COVID-19 Vaccine Policy: This Policy applies to U.S. customer-facing / field-based employees & Avanos leadership: All U.S. customer-facing / field-based employees hires must be fully vaccinated against COVID-19. Proof of being fully vaccinated does not need to be disclosed until a job offer has been made but must be submitted within 48 hours after the acceptance of the job offer.

If you have a qualifying medical condition or sincerely held religious belief or practice that precludes you from receiving a COVID-19 vaccine, you may apply for an exemption or deferral after you accept the job offer and before your scheduled start date. The reasonable accommodation provided to the employee, if any, will depend on the employee’s job and the applicable facts, but it may include weekly COVID-19 testing and masking requirements. New hires who do not submit, before their scheduled start date, proof of being fully vaccinated or a request for a reasonable accommodation will have their job offer revoked.

Avanos is a medical device company focused on delivering clinically superior breakthrough solutions that will help patients get back to the things that matter. We are committed to creating the next generation of innovative healthcare solutions which will address our most important healthcare needs, such as reducing the use of opioids while helping patients move from surgery to recovery. Headquartered in Alpharetta, Georgia, we develop, manufacture and market recognized brands in more than 90 countries. Avanos Medical is traded on the New York Stock Exchange under the ticker symbol AVNS. For more information, visit www.avanos.com .

Customer Service Supervisor – Service Center

Avanos is a medical device company focused on delivering clinically superior breakthrough solutions that will help patients get back to the things that matter.

Headquartered in Alpharetta, Georgia, Avanos is committed to creating the next generation of innovative healthcare solutions which will address our most important healthcare needs, such as reducing the use of opioids while helping patients move from surgery to recovery.

Avanos develops, manufactures and markets its recognized brands in more than 90 countries.

The role

The Avanos Customer Service Leadership Team is accountable for ensuring customers receive world-class service with every interaction. Through collaboration, we can turn good ideas into great outcomes.

The Customer Service Supervisor reports to the Service Center Leader – Domestic Customer Service and is responsible for the supervision of a core function within the Customer Service Department. Planning, monitoring, and reviewing work of subordinates is required and may include direct supervision of a shift or the coordination of multiple work groups. This person is a Problem Solver, Fact-based Decision Maker, and People Manager.

As a Problem Solver , this leader partners with Customer Service Representative and Franchise partners to identify and resolve business issues related to customer satisfaction driving the continuous improvement of processes and results.

As a Fact-based Decision Maker , the Customer Service Supervisor will leverage established measurement systems and drive accountability of team members, generate and analyze reports to track the results and efficiency of the team, and drive productivity while providing excellent customer service and problem resolution.

Most importantly, as an effective People Manager , this individual will act as the primary leader in the resolution of complex customer issues that are beyond the scope of the Customer Service Representatives and Customer Service Specialists, coach the Customer Service Team to facilitate their professional development, support the Service Center Leader to ensure proper staffing, provide effective training, and manage the team’s performance in accordance with Avanos Performance Management process and in alignment with the company values.

Responsibilities

Essential Duties and Responsibilities

• 30% Weekly* – Spend time on the floor coaching and assisting with escalated issues. Follow up with business leaders, as required to resolve outstanding issues. Other projects and tasks as assigned by Leadership.
• Develop and promote interpersonal relationships with the purpose of building a team.
• Team Size: 5-10 individuals
• 25% Weekly* – Prepare, Participate and/or Conduct One-on-One Meetings with subordinates and superiors
• Provide leadership to ensure your organization attracts, develops, and retains the best people and fosters an environment which motivates a diverse team to fully use its capabilities in achieving desired business results.
• Be a subject matter expert on product, process, best practices, and customer knowledge
• 20% Weekly* – Perform call and case quality audits for each direct report.
• Act as initial escalation point for customer inquiries/issues.
• Sample recommended workload breakdown:
• Communicate consistently with superiors, subordinates and others who have a need to know. Information should be communicated professionally, in a clear, concise, and timely manner.
• Assist Customer Service Leadership, providing coaching to their peers including, hiring, metrics and schedules.
• Provide supervision to the corresponding Franchise’s Customer Service Representatives, ensuring the proper administration of their responsibilities affecting all aspects of order management, to include but not limited to monitoring various reports, customer calls, and maintaining up to-date technical information etc.
• Demonstrate a willingness to listen; to be open to new ideas; to support the decisions of the team; to trust others; to provide encouragement; to recognize contributions of other team members; and to display a sense of empathy and understanding.
• 25% Weekly* – Provide backup support to the Customer Service team, as needed, with inbox management, phones, Order entry, depending on the needs of the team to help drive success in delivering world class customer service and SLAs.
• Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results.
• Responsible for processing and communicating Team Metrics

Your Qualifications

• Strong coaching skills
• 5+ years of experience in a Customer Service function
• Experience in SAP systems and processes
• Strong written and verbal communication skills
• High School Diploma
• Good human relations
• Experience in SFDC or similar CRM systems and processes
• Able to build sustainable relationships (internal and external)
• Ability to critique and measure performance of assigned personnel
• Ability to exercise independent judgment and decision making

Preferred

• 3+ years’ experience in SFDC systems and processes
• Experience leading a project to completion
• Associates Degree or higher and/or related work experience
• Experience with performance management systems
• 3+ years’ experience leading teams
• 3+ years’ experience in SAP systems (order management)

The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

Avanos Medical is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law. If you are a current employee of Avanos, please apply here .

Join us at Avanos

Join us and you can make a difference in our products, solutions and our culture. Most of all, you can make a difference in the lives, people, and communities around the world.

Make your career count

Our commitment to improving the health and wellbeing of others begins with our employees – through a comprehensive and competitive range of benefits. We provide more than just a salary – our Total Rewards package encompasses everything you receive as an employee; your pay, health care benefits, retirement plans and work/life benefits.

Avanos offers a generous 401(k) employer match of 100% of each pretax dollar you contribute on the first 4% and 50% of the next 2% of pay contributed with immediate vesting.

free onsite gym | benefits on day 1 | HQ region voted ‘best place to live’ by USA Today