Supervisor, Customer Support Operations

Company: KARL STORZ Endoscopy - America
Location: Worcester
Posted on: May 12, 2022

Job Description:

Company: KARL STORZ Endoscopy-America, Inc. (KSEA)

Job Code: 12468

Pay Grade: TBD

Description

KARL STORZ SE & Co. KG based in Tuttlingen, Germany, is a family-owned, global company committed to benefiting humanity by advancing medical technology through innovation and education.

For more than 75 years, KARL STORZ has been dedicated to earning its international reputation as a leader that designs, engineers, manufactures, and markets all its products with an emphasis on visionary design, precision craftsmanship, and clinical effectiveness.

The KARL STORZ Customer Support Department leads the organization in creating innovative solutions, processes and technology that make it effortless for the customer and easy for employees to execute.

If you are seeking to join a dynamic organization that has been J.D. Power certified for the past nine years and you think you have what it takes to deliver an extraordinary customer experience - then we urge you to consider joining our team. These are great career opportunities where you are interacting with 16+ functional business groups and learning the medical device and healthcare industry at the same time.

We have several open positions and are looking for candidates who are/have:

• critical thinkers & problem solvers
• the heart to serve others because our products save lives
• positive disruptors who strive to find alternative solutions
• individuals with the desire to grow in a thriving global organization
  Join a dynamic team with a remote work policy that allows the flexibility to work three days from home and two days in the office or on a rotational schedule of one week from home and one week in the office.
  
  Responsibilities:
  Directs and coordinates activities of the Customer Support Department including supervision and training of the Inbound Support Team.
  Research problems, provides general and technical assistance, sales support, and acts as a liaison with other departments in resolving customer service-related issues.
  
  Essential Functions:
  
  • Supervises the Internal Support Team, which includes Case Managers and Relationship Managers, totaling up to 12 employees, and discipline.
  • Responsible for day-to-day customer service activities including training, supervision, coaching, appraising performance, and discipline.
  • Investigates customer complaints regarding quality, tolerances, specifications, & delivered condition of products
  • Monitors and assures call and order quality for all direct reports; analyzes and addresses challenges to achieving first call resolution.
  • Mentors' employees and assists with their development plans.
  • Handling escalations from Sales Force regarding misses in service level agreements
  • Manages coverage and adherence for the Internal Support Queue
  • Acts as Change Agent for change initiatives.
    Requirements:
    
    • A minimum education level of a(n) bachelor's degree
    • 5 to 9 years of experience.
    • Possess exceptional organizational skills and the ability to multi-task.
    • Detail-oriented, possesses good decision-making skills, and very good skills in solving complex process problems.
    • Possesses good skills in Microsoft Office tools, Call Center tools, and Avaya Telephone systems.
    • Customer Service management skills (especially with similar structure company with sales force).
    • SAP experience desired
    • Detail orientated.
    • Strong working knowledge of computer systems.
      
      Vaccine requirements at KARL STORZ due to COVID-19
      KARL STORZ is committed to maintaining a safe work environment for our employees and therefore we require the COVID-19 vaccine for all of our employees unless otherwise due to an underlying medical condition or sincerely held religious beliefs. During the interview process, we encourage you to ask how COVID-19 may impact the role you are seeking and if you require a reasonable accommodation regarding the vaccine requirement see below on the process for requesting accommodation. Please click here to learn more about our overall response to COVID-19.
      
      Employee Benefits Program Overview for U.S. Locations
      
      • Medical / Dental / Vision including a state of the art wellness program and pet insurance, too!*
      • 3 weeks' vacation, 10 holidays plus paid sick time*
      • 401K retirement savings plan providing a match of 60% of the employee's first 6% contribution
      • Section 125 Flexible Spending Accounts
      • Life, STD, LTD & LTC Insurance
      • Tuition reimbursement of up to $5,250 per year
      • Fitness reimbursement up to $200 annually
      • Employee referral program of up to $2,000 per hire
      • And much more!
        *Field sales, internships and part-time employees are not eligible except for where required by state law.
        Non-employees, including temporary workers and consultants, are not eligible to participate in KARL STORZ benefits program.
        
        KARL STORZ reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employee must comply will all applicable KARL STORZ policies and procedures.
        
        Equal Employment Opportunity & Reasonable Accommodation Statement
        KARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at .
        
        Notice to Employment Agencies
        This recruitment assignment is being managed directly by KARL STORZ's Human Resources team. Human Resources will reach out to our preferred, contracted agency partners in the rare instance additional talent options are required. Your respect for this process is appreciated. KARL STORZ does not accept unsolicited Agency resumes. Resumes received which were unsolicited by KARL STORZ Human Resources department will be ineligible for referral fees.

Keywords: KARL STORZ Endoscopy - America, Worcester , Supervisor, Customer Support Operations, Other , Worcester, Massachusetts