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Customer Support Supervisor

2 months ago

Allentown, Pennsylvania, United States B. Braun Medical Inc Full time

Overview:

About B. Braun Medical Inc.

B. Braun Medical Inc. stands at the forefront of infusion therapy and pain management, dedicated to the development, manufacturing, and marketing of cutting-edge medical products and services tailored for the healthcare sector. Our expertise extends to vital areas such as nutrition, pharmacy admixture and compounding, ostomy and wound care, as well as dialysis. We are resolute in our mission to eliminate preventable treatment errors while enhancing the safety of patients, clinicians, and the environment. Headquartered in Bethlehem, Pennsylvania, B. Braun Medical is an integral part of the B. Braun Group of Companies in the U.S., which encompasses B. Braun Interventional Systems, Aesculap, and CAPS.

With a global workforce exceeding 64,000 employees across 64 countries, B. Braun is guided by its philosophy of Sharing Expertise. This approach fosters continuous knowledge exchange with customers, partners, and clinicians to tackle critical challenges in improving care and reducing costs. For further insights into B. Braun Medical, please visit our website.

Position Summary:

Key Responsibilities:

  • Oversees the activities of Customer Support Representatives and/or Customer File Specialists.
  • Manages workflow and assesses workload to ensure timely responses to client inquiries.
  • Evaluates phone interactions, call metrics, and other client communications, providing necessary feedback and coaching.
  • Delivers direct support to designated accounts.
  • Ensures adequate phone coverage, manages scheduling, evaluates performance, and addresses personnel matters.

Knowledge & Skills:

  • Possesses foundational knowledge of relevant business practices and procedures within the professional domain. Applies standard theories, principles, and concepts to propose actionable solutions.
  • Operates under general supervision, relying on experience and judgment to achieve assigned objectives. May assist in orienting, training, and reviewing the work of peers.
  • Exhibits sound judgment in resolving daily operational challenges.
  • Engages primarily with department supervisors, leads, subordinates, and colleagues, with frequent interactions with external contractors and vendors.

Qualifications:

Required:

  • Bachelor's degree or an equivalent combination of education and experience.
  • 4-6 years of relevant experience.
  • Consistent and reliable attendance.
  • Willingness to work non-standard hours as required.

While fulfilling the responsibilities of this role, employees are regularly required to sit, communicate verbally, and hear. Frequent use of hands for handling or feeling is necessary, along with reaching with hands and arms. Occasional standing and walking are required, and the ability to lift and/or move up to 20 pounds may be necessary.

Additional Information:

The responsibilities outlined above are representative of the types of tasks performed by employees in this position. Successful performance of this job requires the ability to execute each essential duty satisfactorily. Management retains the right to modify, change, or rescind work assignments as necessary.

Physical Demands:

While performing the duties of this position, employees are expected to:

  • Engage in light work, exerting up to 20 lbs of force occasionally, and/or up to 10 lbs of force frequently.

Work Environment:

The characteristics of the work environment described here are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

What We Offer:

B. Braun provides an excellent benefits package, including healthcare, a 401(k) plan, and tuition reimbursement. To learn more about B. Braun and our safety healthcare products or to view a listing of our employment opportunities, please visit our website.

Through our Sharing Expertise initiative, B. Braun advocates for best practices aimed at the continuous improvement of healthcare products and services.

Equal Opportunity Employer Veterans/Disabled