Supervisor, Customer Service Brasseler Medical

Our Culture:
Provides a safe and welcoming environment where team members can balance their lives and develop their careers. All people and experiences are valued and respected. Different perspectives are encouraged and lead to better results. This makes us who we are and enables us to be a world-class healthcare organization. All who join us are accountable to this charge.

Our Philosophy:

Quality products sold with integrity has been the hallmark of Brasseler USA from the beginning. Brasseler USA's strong reputation of providing high quality, clinician endorsed and innovative dental and medical instrumentation nationally has spanned over 40 years. We have been offering a full-range of products made in the USA since 1976. Many of our products are manufactured at our headquarters in Savannah, GA.

Explore our career opportunities below to learn more.

JOB OVERVIEW:

This position is responsible for direct supervision of Brasseler's Customer Service/Sales Support Team. In this role, the Supervisor, Customer Service/Sales Support participates in hiring, training and measuring the members of this team to ensure that expectations are met by team members to provide internal and external customer service to both our Brasseler Field Sales Reps, as well as our Brasseler Medical customers.

KEY RESPONSIBILITIES:

• Supervise and develop the customer service team through leadership and mentorship and recruit, train and retain CSS representatives. Provide constructive and timely performance evaluations and feedback (20%)
• Ensure high levels of customer satisfaction; create engaged customers and facilitate organic growth. Analyze all customer service activities with an eye towards optimizing efficiency. Research strategies to further improve customer experience. (15%)
• Take ownership of customer issues and follow problems through to resolution involving sales representatives and management where applicable (10%)
• Training and cross-training team members to handle all customer service functions to make sure the team has coverage and adequate back-up coverage of job duties to meet expectations for turn-around time. (10%)
• Maintain CSS schedule, process timecards, and manage PTO among team members (10%)
• Keep accurate records and document customer service actions and discussions (5%)
• Analyze statistics and compile accurate reports (5%)
• Develop procedures, policies and standards (5%)
• Supports sales staff representatives with customer information (5%)
• Interact with other departments (Product Management, MSO, Marketing) to determine product availability and provide customers with order information (5%)
• Assist with Special Projects and perform other duties as assigned (5%)

SPECIFIC KNOWLEDGE & SKILLS:

• Customer Service skills
• Process Management and Improvement Skills
• Staffing and Planning
• Ability to move others to act.
• Analytical, logical and advanced problem-solving skills

GENERAL SKILLS & COMPETENCIES:

• Good management skills and ability to motivate teams
• Good verbal and written communication skills and ability to resolve disputes effectively
• Good presentation and public speaking skills
• Good decision making, analysis and problem solving skills with ability to multi-task
• Ability to learn applicable computer systems and other business required competencies
• Understand financial information that impacts department
• Ability to plan and coordinate successful projects
• Communicate effectively with team(s)

MINIMUM WORK EXPERIENCE:

Typically 2 or more years of related support experience; 1 or more years of management experience.

PREFERRED EDUCATION:

Typically a Bachelor's Degree or global equivalent in related discipline.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

Benefits available include: Medical, Dental and Vision Coverage, 401K Plan with Company Match, Generous Time Off, Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educational Benefits, Worldwide Scholarship Program and Volunteer Opportunities.

*Benefits may vary by location or status.

Henry Scheinis an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.