Customer Service Supervisor

Verathon is a global medical device company focused on supporting customers by being their trusted partner, delivering high-quality products that endure over time and ensure clinical and economic utility. Two areas where Verathon has significantly impacted patient care, and become the market leader in each, are bladder volume measurement and airway management.

Verathon is looking for a Customer Service Supervisor to help us provide an expectation-exceeding experience for our customers. As a Customer Service Supervisor, you and your team will be on the front line making sure that our customers are delighted at every turn. The right candidate will be a passionate Customer Champion, thrive in a data driven environment, be knowledgeable of call center and customer service metrics, and be able to provide coaching and feedback to help nurture and grow the team. Customer Service works closely with other departments within the organization so a positive, collaborative, can-do attitude is essential.

* Manage, coach, and develop a team of 7 t0 10 team members (Order Entry and Billing Reps, Technical Support Reps, and/or Sr. Reps from either team). This includes (but is not limited to) assisting with hiring and termination decisions and writing performance reviews. * Manage the schedules and day-to-day activity of team members, including delegation of daily work assignments; Ensure Customer Service Department service standards are met * Interface with customers to resolve problems as required * Create productivity and quality daily metrics and weekly dashboards reports * Contribute ideas for process improvement and efficiency to increase productivity and quality * Build and maintain a high level of department integrity at the corporate and customer level * Ensure established company policy and procedures are followed; Review and revise department procedures as needed; Communicate all changes on policy and procedures to team members. * Devise and communicate administrative and procedural decisions to Customer Service team * Develop, plan, and implement short and long range goals for direct reports * Manage performance and employee engagement through weekly 1:1 meetings * All other duties as assigned

* 4 year degree or equivalent experience * 1-2 years of supervisory experience in a customer service environment, preferably in the Medical Industry * Proficient with Microsoft Office with intermediate to advanced skills in Excel, preferred * Experience in dealing with difficult customers for resolution to issues * Strong communication and leadership skills, required * Must be able to work flexible hours, OT, and the occasional weekend * Ability to organize, prioritize and schedule work assignments * Experience managing team performance through training, coaching, and process improvement * Ability to maintain composure in critical situations and communicate clearly with both internal and external customers.