Customer Service Supervisor

Job Description

Insight Global is working with a medical device client to identify a Customer Service Supervisor to join their team. This individual is going to be responsible for supervising, training, and supporting a team of 5-8 Customer Service Representatives.

This role oversees all customer service activities, including phone and email communications, order entry, invoicing, account maintenance, and issue resolution. The manager serves as the primary escalation point for complex customer concerns, working cross-functionally with other departments to identify solutions, improve processes, and ensure a positive customer experience.

This individual will develop a strong understanding of the company's products, services, and policies to effectively support both customers and team members. They will also be responsible for gathering customer feedback, managing product complaints and return authorizations through the ERP system, maintaining accurate customer records, and partnering with the finance team on credits, invoicing, reporting, and new account setup.

As a people leader, the Customer Service Manager will supervise, coach, and mentor a team of customer service representatives, fostering a collaborative and customer-focused culture. The role includes conducting regular team meetings, monitoring performance metrics and service levels, providing ongoing training and development, and completing annual performance reviews. Success in this position requires strong communication skills, a solutions-oriented mindset, and the ability to motivate a team while driving operational excellence.

Additional responsibilities will include:

• Monitor customer service metrics, including call quality and response times.

• Prepare and present reports on team performance, customer satisfaction, and service trends.

• Manage returned goods authorizations (RGAs) and product complaint follow-up.

• Support continuous improvement initiatives across customer service operations.

• Perform other duties as assigned.

This role is ideal for a data-driven professional who enjoys connecting customer needs, market opportunities, and business strategy to help shape the future of innovative healthcare products. The Product Manager will work cross-functionally with Engineering, Sales, Marketing, and Legal teams to identify opportunities, support product development, and help bring new products and enhancements to market.

The salary ranges between $60-80k and candidate will have eligibility for enrollment in medical benefits as well. This is an onsite position in Brecksville, OH and no hybrid opportunity will be available. Hours are Mon-Fri, 8-5 (with some flexibility in hours).

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• Associate’s degree required.

• Minimum of 3 – 5 years of experience in customer service.

• At least 1 -2 years in a leadership or supervisory role.

• Strong interpersonal and communication skills, both verbal and written.

• Proven ability to coach, motivate, and lead a team.

• Excellent problem-solving and conflict resolution abilities.

• Proficiency in customer service software, CRM systems, and Microsoft Office Suite: Outlook, Excel, PowerPoint and Word.

• Ability to analyze data, prepare reports, prepare schedules, and make recommendations to improve service.

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. • Bachelor’s degree in Business Administration, Communications, or a related field preferred.

• Microsoft Dynamics is a plus but not required.