Supervisor, Customer Care Jobs

Job Details
Level
Experienced
Job Location
Minneapolis, MN - Minneapolis, MN
Position Type
Full Time
Education Level
High School
Travel Percentage
None
Job Shift
Day
Job Category
Customer Support/Service
Description
By joining the Bio-Techne team you will have an impact on future cutting-edge research. Bio-Techne, and all of its brands, provides tools for researchers in Life Sciences and Clinical Diagnostics.
Position Summary
The responsibilities of this position are to support, monitor, and coordinate the workflow for the Customer Care Order Processing Group for our Diagnostic Reagents team in Minneapolis. This position will also be responsible for implementing strategic goals and ensuring the compliance of department and company policies along with reviewing processes and procedures to increase efficiencies. This position will require working with other groups in the organization to implement and train employees on new and updated changes that are put in place. Perform daily maintenance on accounts for customers. Perform additional duties as assigned.
Key Responsibilities

• Looks into non routine situations and finds solutions on issues within AX for Customers, Management, and Customer Care.
• Evaluates work flow processes, trouble shoots issues to develop process systems to accomplish department and company goals.
• Evaluates effectiveness and efficiencies and develops and offers suggestions to increase productivity in all areas of responsibility.
• As necessary communicates with customers by phone and email. Is willing and able to enters orders into AX, both domestic and international. Provides information to customers on inquiries. Is the point person for any escalated questions, issues, and processes for both domestic and international, working with the other department leaders as necessary.
• Performs additional duties as assigned.
• Follows company policies and practices as outlined in the Handbook and follows guidelines regarding safety as outlined in the AWAIR, Chemical Hygiene and Exposure Control manuals in accordance to the job.
• Supervises, recruits, hires, trains and completes evaluations of Customer Service Reps. Identifies ways to develop and train high performing personnel. Documents information and discussions for correction and retraining to improve performance and then continues documentation for possible disciplinary actions and personnel files.
• Runs miscellaneous reports for self and management when needed, to assist with making decisions within the department.
• Monitors overall daily work load to ensure team’s relations, processes, and goals are met.
• Coordinates and directs customer care duties as needed so that orders are processed effectively and efficiently throughout the day.

Qualifications
Education and Experience:

• This position requires a high school diploma or equivalent and a minimum of 4 - 6 years of relevant customer service and/or sales experience. Previous supervisory experience and leadership skills necessary. Solid attention to detail and the ability to work with diverse work groups is essential for success in this position. Must be proficient in Microsoft Word and Excel. Excellent communication skill, both written and verbal. Must be able to work in a fast pace environment.

Knowledge, Skills, And Abilities

• Ability to handle sensitive and proprietary information with discretion and confidentiality.
• Ability to make effective decisions and execute an appropriate course of action considering all relevant variables.
• Ability to manage staff and foster a positive work environment.
• Proficient in planning, organization, time management, and multi-tasking skills.
• Ability to manage a variety of responsibilities simultaneously with attention to detail.
• Ability to build long-term relationships with external customers.
• Knowledge of and ability to use personal computers and related software such as Microsoft Office Word, Excel, email, and website applications.
• Knowledge of the systems, products, and services of the company.
• Knowledge of safety and company rules and policies.
• Ability to complete a variety of tasks independently and efficiently in accordance with established deadlines.
• Skills in problem solving and critical thinking, including the ability to identify and appropriately evaluate an alternative course of action.
• Ability to pay attention to details and perform at a high level accuracy.
• Ability to negotiate by collaborating with others to arrive at a conclusion using compromise, persuasion, rational, and diplomacy.
• Excellent verbal and written communication skills including technical writing skills.
• Ability to provide organizational leadership by establishing, articulating, and modeling the vision and goals; ability to guide others in a direction that aligns with same vision and goals.
• Ability to work hours that conform to standard business operations
• Skill in establishing effective interpersonal relationships such as the ability to solicit key ideas and information.

Why Join Bio-Techne

• We invest in our employees’ financial futures through 401k matching and an employee stock purchase plan.
• We offer competitive salaries along with extensive medical, vision, and dental plans for you and your family starting on day one!
• We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.
• We help our employees develop their careers through mentorship, promotional opportunities, training and development, internship programs, and more.
• We offer employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.

Where permitted by applicable law, candidate must have received or be willing to receive an FDA authorized COVID-19 vaccine by date of hire to be considered for this position .
Bio-Techne is an E-Verify Employer in the United States.