Customer Service Supervisor

Company Information ManaMed designs, develops, and distributes orthopedic solutions that keep active, high-performing people in the game and back-on-track following injury or surgery. Our extensive catalog spans vascular and electrotherapies, assisted mobility, electrical stimulation, and DVT prevention products. We partner with orthopedists, physical therapists, surgeons, and DME companies across the US to keep patients of all ages and backgrounds healthy and comfortable while on the path to recovery. Company Benefits Medical, dental, and vision insurance offered. Medical base plan covered at 100% by employer. 401K plan with company match Paid sick and vacation time Flexible hybrid work schedule 9 Paid holidays Paid time off to volunteer Employee Assistance Programs through ADP Job Dimensions Shift Schedule: Monday – Friday 8am – 5pm Salary Range: $45,000 - $58,000 commensurate on experience. Key Duties and Responsibilities Customer Service Supervision Supervise, mentor, and motivate a team of customer service representatives to deliver exceptional service. Develop and implement customer service policies, procedures, and standards to ensure a high level of customer satisfaction. Monitor and evaluate team performance, providing coaching and feedback to improve skills and performance. Handle escalated customer inquiries and complaints, ensuring prompt resolution and customer satisfaction. Analyze customer service metrics to identify areas of improvement and training needs. Coordinate with other departments to ensure seamless service delivery and resolve any inter-departmental issues. Oversee the accuracy of time cards/time keeping procedures for payroll processing, including employee attendance, time‑off and overtime. Sales Support Provide administrative and operational support to the sales team, including processing orders, preparing quotes and managing customer accounts. Assist in the development and execution of sales strategies and training. Maintain accurate records of customer interactions, sales activities, and inventory levels in CRM and ERP systems. Support sales representatives/account executives as needed. Coordinate with Operations/Warehouse teams to ensure timely delivery of products and services. Assist with additional duties, as assigned by senior management. Minimum Requirements Education and Experience Bachelor’s degree required 5+ years of related experience, or equivalent combination of education and experience. Proven experience in a supervisory or team lead position. Proficiency in CRM and ERM systems Experience in an office environment reflecting stable work history and good attendance record. Experience in the Manufacturing and Healthcare industry preferred. Essential Skills and Abilities Acute attention to detail and strong organizational skills. Commitment to excellence and high standards. Excellent written and verbal communication skills. Ability to understand and follow written and verbal instructions. Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. Competencies Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. Quality Administration - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness; monitors own work to ensure quality. Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values. Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans. Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments. Initiative - Volunteers readily; undertakes self‑development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Language Skills Ability to read and interpret documents such as safety rules, insurance information, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with vendors, customers, or employees of company. Ability to respond both written and verbally to agency notices. Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems of all nature in a professional manner. An understanding of the balance between problem solving and reaching out for support when necessary. Computer Skills To perform this job successfully, an individual should have knowledge of: Microsoft Office Suite; Quickbooks Enterprise, Avolara, Cert. Capture, and Concur. Physical Demands 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. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. #J-18808-Ljbffr