Supervisor, Customer Service

PURPOSE AND SCOPE:

Please note: This is a hybrid position based out of our Lawrence Ma office.

The Supervisor, Customer Service oversees daily activities to maximize the efficacy and efficiency of operations within the assigned function(s). The incumbent maintains a high level of customer retention in the resolution of outstanding customer service issues. The

Supervisor, Customer Service serves as a subject matter expert (SME) by representing the assigned function(s) through diverse customer interactions.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Supervise the daily operations of the team, including but not limited to: establishing mutual goals, assigning tasks and maintaining schedules.
• Resolve outstanding customer service issues escalated by the assigned team(s) in a timely and accurate manner.
• Analyze and summarize productivity statistics of the assigned team(s) on a routine basis.
• Review current policies and procedures with a focus on continuous improvement efforts; supporting the development and implementation of process improvements within the assigned function(s).

• Act as a liaison to cross-divisional teams; providing support in the resolution of outstanding issues as they affect the assigned function(s).

• Provide direct supervision of the assigned team(s) through ongoing leadership and guidance; partnering with Human Resources on employee matters.

• Provide technical guidance.

• Assist with various projects as assigned by a direct supervisor.

• Other duties as assigned.

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

The physical demands and 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.

Travel may be required.

SUPERVISION:

May be responsible for the direct supervision of various levels of customer service staff.

EDUCATION:

Bachelor's Degree preferred

EXPERIENCE AND REQUIRED SKILLS:

• 3 + years' experience in related customer service field; or 1 - 3 years' experience as a Supervisor.

• Extensive knowledge of hemodialysis and peritoneal dialysis products preferred.

• Strong computer skills with demonstrated proficiency in word processing, spreadsheet and email applications.

• Detail oriented with strong analytical and organizational skills.

• Adaptable to a fast-paced environment with changing priorities, tasks and customer conditions.

• Strong leadership skills to effectively lead cohesive and productive teams.

• Strong oral and written communication skills to effectively communicate with all levels of management.

The rate of pay for this position will depend on the successful candidate's work location and qualifications, including relevant education, work experience, skills, and competencies.

Annual Rate: $58,000.00 - $97,000.00

Benefit Overview: This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave.

Fresenius Medical Care maintains a drug-free workplace in accordance with applicable federal and state laws.
Fresenius Medical Care is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sexual orientation, gender identity, parental status, national origin, age, disability, military service, or other non-merit-based factors