Supervisor, Customer Care

Job Summary

The Supervisor, Customer Care leads a high-performing Customer Care team that provides the best customer experience in support of multiple business units within Terumo North America. This individual provides superior support to business unit strategies and activities, provides overall direction and guidance for the customer care associates' daily activities, and drives individual and team development. The Supervisor is accountable for addressing customers' concerns, both internal and external, and developing appropriate and timely solutions. The individual is also responsible for the continuous improvement of customer service and works cross-functionally with all business units and departments to ensure customer loyalty and satisfaction expectations are not only met but exceeded.

Job Details/Responsibilities

• Recruits, mentors, develops customer care associates, and nurtures an environment that sees and maximizes associate potential. 
• Manages and approves e-time, vacation, and departure scheduling to ensure there is an appropriate level of coverage.
• Works with the Customer Care Manager to create individual team development plans, provide developmental opportunities, build career paths, and conduct individual and team meetings. 
• Works with Leads on monitoring customer calls and emails and provides timely and constructive feedback, coaching, training, etc., to the Customer Care team.
• Manages product complaints and provides feedback to appropriate personnel and departments for further investigation.
• Manages escalated customer issues to identify the root cause and determine appropriate solutions and, when applicable, engages cross-functional/cross-product teams to investigate and resolve issues. 
• Travels to Distribution Centers to provide updates, support, and process improvements.
• Produces and distributes monthly dept KPI reports.
• Updates and maintains dept SOPs as required.
• Ensures Data integrity (Customer Master data)
• Acts as the subject-matter expert to manage additional tasks, such as special pricing requests, promotions, external and internal audits, and month-end reporting.
• Performs other job-related duties as assigned.

Knowledge, Skills and Abilities (KSA)

• Excellent interpersonal, written, and verbal communication skills.
• Advanced organizational skills and the ability to work effectively as part of a team in a busy customer environment. 
• Strong coaching, training, and mentoring skills.
• Strong analytical abilities to research, extract, summarize, and communicate complex or diverse information.
• Demonstrated ability to develop, drive and improve processes.
• Proficient in Microsoft Excel, Word, Power Point, and Outlook.
   

Qualifications/ Background Experiences

• Bachelor’s Degree required or equivalent combination of education, experience, and training. 
• Minimum 5 years of experience in a customer facing role with demonstrated ability to meet internal and external customer requirements required.
• 2 years of leadership experience required. 
• Experience working in an FDA regulated environment and medical device industry highly desired.
• SAP experience strongly preferred.