Supervisor, Customer Care

Req ID: 43810

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.

The Role

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.

What You Will Do

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

What You Will Do - cont'd

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

What You Will Do - cont'd

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 changes in standard work

• Collaborates with Senior Manager and Digital Order Administration Manager on Intelligent Automation Initiatives

• 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

What You Need To Be Successful

• Bachelor’s degree in business discipline

• Minimum of 5 years call center management experience required

• 2 years of people leadership or equivalent experience required

• Demonstrated track record as a strong manager and leader

• Working knowledge of telephony systems

• Working knowledge of workforce management systems

• Strong influencing and negotiation skills

• Excellent interpersonal and relationship management skills

• Demonstrated self-starter and able to manage independently

Skills

• Strong decision-making skills; understands how decisions impact the Customer and the Company

• Ability to lead and influence a cross-functional team and operate in a highly complex environment

• Strong analytic skills (data gathering, analysis, and recommendation development)

• Must demonstrate a high level of professionalism and integrity

• Excellent communication skills – written, verbal and presentation

• Ability to handle multiple demands from many people and prioritize effectively

• Ability to maintain composure under pressure

• Teamwork

Preferred Experience

The opportunity to join a company that will invest in you for the long-term. STERIS couldn’t be where it is today without our incredible people. That’s why we share in our success together by rewarding you for your hard work. Hiring people who are in it for the long run with STERIS is our ultimate goal. We do this by providing competitive salaries, healthcare benefits, tuition assistance, paid time off, holidays, matching 401(k), annual merit, and incentive plans. Join us and help write our next chapter.

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STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.

Req ID: 43810

Job Category: Customer Operations/Customer Support

Mentor, OH, US, 44060

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