AMVETS Jobs

Job Title: Supervisor, Customer Care Req ID: 41426 Job Category: Customer Operations/Customer Support Mentor, OH, US, 44060 Description: At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. Position Summary The Supervisor, Customer Care is responsible for our 24/7/365 Call Center. The Supervisor's assigned team handles consumables and capital accessory orders, inquiries and service dispatch in support of Healthcare business. The Supervisor reports to the Sr. Manager, Digital Order Administration and Analyst on orders received via digital order channels such as EDI, Webstore, and through Robotic Process Automation (RPA). Responsibilities include management of phone, fax, EDI, RPA , eBusiness orders & inquiries, and service dispatch operations. The Supervisor partners with Account Managers, Technicians, Regional Sales Managers, District Service Managers and Area Vice Presidents, to ensure Customer satisfaction. The Supervisor ensures orders are processed accurately, on-time and in adherence to STERIS Terms and Conditions and will develop and enforce consistent, repeatable procedures and processes. Has direct responsibility of our first Value: Customer First Always. This role is considered Hybrid with the requirement of working onsite at our Mentor, OH Headquarters minimum 2 days per week. Additional days onsite may be required within the initial training/onboarding period. Hours for this position are930a-630p. Duties People Management (75%) Manages Customer Care Representatives handling IPT and GI Consumables orders, capital accessory orders, inquiries, pricing, availability, and service dispatch Performs weekly phone call quality audits to ensure STERIS' Customer Experience is World Class Meets with direct reports on a weekly basis to provide ongoing feedback regarding performance to metrics, development, and expectations to ensure quality customer service Responsible for interviewing, hiring, coaching and developing staff Ensures team is following department policies and procedures Partners with Managers and Employees to maintain and improve employee engagement Operations Management (15%) Ensures adequate business coverage for 24/7/365 operation, including weekends and holidays Creates and maintains staffing work schedule using Workforce Management Software, including evenings, weekends and holidays Creates and maintains fax, chat, escalation schedule, new hire guide schedule, business continuity agent schedule, and holiday coverage schedule Performs contract review process on high dollar value orders to ensure audit compliance Manages product holds during periods of inventory rationing Oversees tasks, including but not limited to, order processing, change orders, inquiries and service dispatch; assigns business tasks to responsible supporting functions Generates reporting to ensure department metrics are achieved including, but not limited to, phone statistics and order audits Responsible for financial decisions in line with Region Manager authority for expedite shipping costs and approving free goods orders Ensures Business Continuity through the selection and onboarding of new team members into the BC Agent Program Continuous Improvement (10%) Drives compliance through the creation and maintenance of Standard Work Ensures sustainability of Standard Work Processes and Procedures Tracks weekly progress of Leadership Standard Work on a Visual Management Board Works with Training Department to identify developmental training opportunities for associates and ensure training materials are aligned to chang