Integra LifeSciences

Customer Service Supervisor

Vacancy ID
2017-23306
US-NJ-Plainsboro
Position Type
Regular Full-Time
Category
Customer Service/Support

Overview

Integra LifeSciences, a world leader in medical technology, is dedicated to limiting uncertainty for surgeons, so they can concentrate on providing the best patient care. Integra offers innovative solutions in orthopedic extremity surgery, neurosurgery, spine surgery, and reconstructive and general surgery.

 

Integra's orthopedic products include devices and implants for spine, foot and ankle, hand and wrist, shoulder and elbow, tendon and peripheral nerve protection and repair, tissue reconstruction and wound repair. Integra is a leader in neurosurgery, offering a broad portfolio of implants, devices, instruments and systems used in neurosurgery, neuromonitoring, neurotrauma, and related critical care. In the United States, Integra is a leading provider of surgical instruments to hospitals, surgery centers and alternate care sites, including physician and dental offices.

 

Founded in 1989 Integra is headquartered in Plainsboro, New Jersey and has over 3,500 employees worldwide. Integra's common stock is listed on The NASDAQ Stock Market under the symbol "IART."

Responsibilities

 

This position requires you to supervisor and manage a customer service team to ensure that they provide the best overall customer service to all Integra LifeSciences customers both internal and external, while following all corporate customer service Standard Operating Procedures. This position is expected to support all company initiatives including our core values. This position is also responsible for supervison and maintaining service levels and evaluating and leading process improvements by analyzing, identifying and implementing process optimization and standardization and cost savings initiatives.

 

SUPERVISION RECEIVED

Under direct supervision of the Customer Service Manager

 

SUPERVISION EXERCISED

Customer Service Representatives

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Responsible for the training, coaching and development of the team and providing feedback as needed. Manage the day to day operations to ensure all service levels and customer needs are met. In addition to the managerial responsibilities this supervisor will be responsible for evaluation opportunities to improve process and execute upon approval.

 

  • Direct and daily supervision of direct reports on the customer service team
  • Monitor outbound and incoming interactions including phone calls, emails, faxes and web chat to ensure proper quality standards are being met.
  • Ensure staff handles all transactions with accuracy, timeliness and according to company policies and procedures.
  • Ensure that the best overall customer experience is being provided.
  • Coach, train and develop team members as needed and/or required on the spot and/or by scheduling individual one on one meetings.
  • Review key performance metrics with staff and ensure that they are understood and met
  • Evaluate direct reports on the ability to meet performance objectives through continuous coaching and development. Directs and advises improvement strategy when objectives are not met.
  • Contributes to the planning and achievement of departmental service goals on an hourly, daily and weekly basis by continually monitoring and using reporting tools.
  • Identify gaps and recommends measures to improve methods and practices to increase efficiency. Along with helping to make suggestions and implement ideas that improve team and department performance.
  • Analyses and resolves work problems. Provides assistance to staff with difficult and complicated cases. Handles escalated calls and resolves accordingly
  • Engages and empowers direct reports on a daily basis
  • Participates in development, implementation and updates of all aspects of customer service training. Including updating department specific training material.
  • Perform tasks outside of the duties of the standard order entry, including project based work, creating new processes and participates in business process reviews.
  • Interfaces with other departments and creates a strong relationship among cross functional teams.
  • Creates and conducts formal performance appraisals for assigned staff
  • Ensures employee recognition programs are being used.
  • Handles personnel and disciplinary issues for direct reports as required.
  • Interviews and screens job applicants for department positions
  • Leads and participates in meetings regarding department issues
  • Performs duties of other team leads as needed
  • Perform Customer Service Representative duties during high volume time periods or when necessary.
  • Perform other assignments as required or assigned
  • Evaluates strengths and weaknesses of staff in order to foster a positive working environment which includes:
    • Daily evaluations, coaching and mentoring the business team in order to enhance staff performance levels for quality, production, and attendance while ensuring accuracy and compliance with internal/external policies.
  • Allocate work assignments to ensure daily receipts are processed in accordance with Service Level Agreements (SLAs) based on order of receipt. Review work load to identify gaps in processes and/or inefficiencies. Incorporate applicable workflows and business rules. Perform appropriate data analysis and reporting.
  • Ensure customer satisfaction by developing business partnerships with internal and external customers for seamless results and by expediting resolutions of complex problems/issues either by resolution, or escalation.
  • May oversee multiple work teams and/or servicing of multiple projects.
  • May participate in and/or lead departmental and interdepartmental workgroups.
  • Strongly possess Integra’s core values.
  • Shift is 11:30 am until 8:00 pm

Qualifications

DESIRED MINIMUM QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill and/or ability required for his position.

  • Bachelor Degree or a minimum 5-8 years customer service supervisor experience preferably in medical device and/or pharma company.
  • Excellent written and verbal communication skills with the ability to prioritize and execute multiple tasks. Must function independently and possess organizational skills
  • Must have a strong knowledge of computer systems with experience in Oracle preferably or a comparable order entry system, Excel and Microsoft Word. 

TOOLS AND EQUIPMENT USED

Ability to utilize a computer, telephone, fax and copy machine as well as other general office equipment. Strong computer skills are required.

 

PHYSICAL REQUIREMENTS

The physical requirements listed in this section include, but are not limited, to the motor/physical abilities and skills require of position in order to successfully undertake the essential duties and responsibilities of this position. In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to empower individuals with disabilities to undertake the essential duties and responsibilities of the position.

 

While undertaking the essential duties and responsibilities of the position, the employee must repeatedly sit, listen, speak, type and move throughout the facility. Must be capable of using a keyboard for computer purposes.

 

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