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Customer Service Supervisor

1 month ago

Sarasota, United States BVI Medical Full time
Job Requisition Name Customer Service Supervisor Job Requisition No VN8128 Work Location Name USA - Sarasota Worker Basis Full Time Worker Type Employee Applications Close Date Jan 31, 2025 Purpose
Support the Customer Service team by providing leadership, guidance, and daily support to drive service excellence and process improvements, while cultivating a positive and collaborative environment. Support integration of operations between product lines with collaboration with customer operations, sales, marketing and shipping centers.

Key Responsibilities
  • Provide support to CS team members, enabling them to provide excellent customer service in a timely, efficient, and courteous manner. Exemplify and encourage going "above & beyond" for customers to resolve and answer inquiries and provide relevant information.
  • Foster a positive, collaborative, and friendly environment, while building sustainable relationships of trust through open and interactive communication both internally and externally.
  • Conduct regular check-ins and EOY team performance reviews, providing coaching and feedback as needed.
  • Serve as the first point of escalation for team and customer queries before escalation to CS manager.
  • Train new members of the team to ensure smooth onboarding of new members and delegate improvement training opportunities for current members.
  • Facilitate daily team meetings and provide a space to convey best practices, discuss team needs, provide answers to questions, and support team building across multiple sites.
  • Facilitate cross-functional conversations between CS and other departments to ensure that CS needs are clear during improvement and process changes.
  • Identify opportunities to "up-sell" during customer interactions and demonstrate opportunities to CS team members.
  • Identify, design, and execute team education, especially for process changes.
  • Identify, resolve, and record customer interactions liaising with Manufacturing sites and other internal departments and locations as required.
  • Prioritise workload, organise own time so that deadlines are met and enquires are answered promptly or passed to the appropriate person.
  • Identify key priorities for escalation and process development to benefit customer facing teams.
  • Ensure all customer calls/enquiries are handled by the team within agreed timescales.
  • Answer email, telephone, fax and postal enquiries from existing and potential customers efficiently.
  • Record information on calls received; maintain detailed and accurate records through ERP & CRM system
  • Maintain records of customer interactions, process customer orders, follow communication procedures, guidelines & policies.
  • Other duties, special projects as required

Qualification
  • Experience with leading teams in a similar Customer Service environment
  • Experience coaching and developing people
  • Experience holding performance reviews or clear demonstration of this skill set
  • Knowledge of MS Office suite and Intermediate Excel skills
  • Knowledge of the eye and diseases of the eye
  • Knowledge of Customer Service Skills & Practices
  • Knowledge of company policies & processes
  • Advanced Telephone skills and keyboard accuracy
  • Ability to use positive language and maintain professionalism.
  • Ability to balance multiple priorities.
  • Ability to establish and maintain effective working relationships with coworkers, managers and customers
  • Ability to remain calm, especially when under pressure
  • Positive interactions with members of organisation
  • Time management

MINIMUM REQUIRED EDUCATION AND EXPERIENCE
  • University Degree Level education.
  • 3+ years Customer Service experience
  • Fluent professional English and 1 other European core language... (or e.g. Fluent professional French & English)
  • Must have excellent PC/system skills and be computer literate with the ability to learn software programs e.g. Microsoft Office and other databases (ERP Systems)
  • Exceptional attention to detail & accuracy
  • Strong communication & interpersonal skills
  • Strong problems solving skills with high energy and adaptability
  • Understand & demonstrate BVI Vision & Core Values
  • Calm & consistent demeanour
  • Language skills an advantage
  • Demonstrable ability to work within an environment of consensus and cultural sensitivity
  • Knowledge of the Ophthalmic Industry or Medical Device Industry would be an advantage.

Company

BVI® is refocusing the future of vision.

As one of the fastest-growing, diversified surgical ophthalmic businesses in the world, our purpose-built portfolio of trusted brands includes:Beaver® (Knives and Blades), Visitec® (Cannulas), Malosa® (Single-Use Instruments), Vitreq® (Vitreoretinal Surgical Products) and PhysIOL® (Premium IOLs), andspans more than 90 countries.

We've set our sights on touching the lives of millions of patients affected by conditions such as cataracts, refractive error, glaucoma, retinal disease, and dry eye. Unburdened by legacy or bureaucracy, we have developed our strategy around a simple concept - taking pride in delivering innovative solutions for our physicians and patients, based on their needs. We trust and empower our associates to make decisions and solve problems because collaboration drives us. Valuing agility, simplicity, and transparency, we stay committed to listening to our customers, delivering for our patients, and keeping the future in focus.

Learn more at www.bvimedical.comLearn More