Portland, Maine
Customer Support Supervisor Job Opening in Portland, Maine - SUMMARY
Reporting directly to the Business Unit Manager, the Customer Support Supervisor II oversees and directs the Customer Support team to provide best in class customer support to the clinical laboratory market while meeting the Company?s Quality Objective for data reduction turnaround times. The Customer Support Supervisor II must be proficient at a variety of customer support concepts, practices and procedures, and have the ability to transfer this knowledge to the team. The Customer Support Supervisor II is self-sufficient, relies on past supervisor experience and judgment, and has a wide degree of creativity and latitude to accomplish self-defined goals with a focus on continuous process improvements. This position will interact across departments and may require weekly split-shift, holiday or on-call duty to meet business needs.
ESSENTIAL ELEMENTS
Responsible for the selection and development of Customer Support Staff. Interviews and trains team members. Conducts performance reviews and recommends increases. Has the authority to interview, hire and counsel employees. Typically supervises a staff of four or more employees.
Customer Support:
Works with the Customer Support Team Lead to:
Establishes Team Goals
Collects data and designs and maintains reports on efficiency
Coordinates daily department goals ensuring department tasks are completed in a timely fashion.
Identifies and implements continuous department improvements.
Works with the Senior Customer Support Specialist to train Customer Support personnel to meet company objectives.
Ensures effective, professional phone communications.
Ensures general company and product questions are handled correctly.
Provides Companywide leadership in the area of internal and external customer satisfaction and loyalty.
Establishes and is responsible for meeting departmental productivity and quality goals.
Identifies and implements process improvements to better meet customers? needs.
When deemed necessary, performs daily function of a Customer Support Specialist; answers incoming customer calls, processes customer orders and data, and returns customer data.
Team:
Exhibits a passion for having customers forever, improvement, maintaining high standards of performance, teamwork and attention to detail.
Is a champion of meeting both internal and external customer needs.
Supports and fosters the Company?s core ideology within the department.
Supports an environment which promotes positive communication and respect.*
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SECONDARY ELEMENTS
A bachelor?s degree in a business discipline or an equivalent combination of related education and work experience is required. Seven years of experience in a customer service environment with five years in a supervisory role. Experience in the Healthcare industry preferred.
KNOWLEDGE AND SKILLS:
Excellent verbal and written communication skills.
PHYSICAL DEMANDS:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Agreeable work environment typical of an open office setting with some exposure to noise from office machines.
WORK ENVIRONMENT:
Requires prolonged sitting and working at a computer monitor. Repetitive motion using a keyboard for long periods of time. May occasionally be required to lift and move light material weighing up to 10lbs.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
LANGUAGE SKILLS :
Requires strong oral and written communication skills both in person and via the phone. Requires effective organization and planning skills with a proven track record of cross departmentally motivating peers. Requires prior experience with Quickbooks and Goldmine or an equivalent Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) system. Requires high volume of data entry encompassing speed and accuracy. Has a strong understanding of Continuous Improvement and Lean concepts. Must be proficient in MS Office.
EDUCATION and/or EXPERIENCE:
Assists with other tasks as defined and may oversee Trade Show logistics.
Job Type: Full-time
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