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Supervisor, NSW - Auburn Massachusetts
Company: Disability Solutions
Location: Auburn, Massachusetts
Posted On: 05/18/2024
I. Job Purpose and Job Duties The purpose of the Supervisor, NSW Administration is to ensure an optimal customer service experience for internal and external customers while supervising the sample service specialists in their daily tasks. The supervisor ensures timely processing of orders, requests, and shipment of our samples to the field. The supervisor will oversee the team to ensure positive results and ensure the call center has proper coverage and regularly interacts with internal and external customers for problem resolution or escalations. Additionally, the position will oversee the team's daily/weekly requirements, to ensure positive results and act to resolve inaccuracies. Provides oversight of the creation and revisions of work instructions and procedural documentation. This position must maintain a positive work environment and is an expert in problem resolution. Supervisor is primary resource on the department's policies and procedures, training, compliance documentation, and government regulations.II. Job Duties - Provides daily supervision of customer service call center for sample inventory questions, orders and product retrieval
- Assist in training and development of direct reports and associates within the department.
- Approve sample purchases as needed for evaluation and demonstration shipments.
- Understand and manage the compliance policies and procedures set forth by the business, with a focus on the areas specific to Samples.
- Oversee daily transactions as it relates to compliance requirements, billing for retrieval of late or lost items, sterile, single-use and excessive damage. Continuous Improvement, discrepancies, or inaccuracies should be escalated to leadership.
- Assist in the development and maintenance of an on-going structure that encourages and implements continuous improvement initiatives.
- Ensure proper process for the on-boarding and off-boarding of employees specific to all sample bag requirements is being adhered to.
- Maintain all sample set bill of material lists are up to date. Process set updates systematically as needed.
- Work with Marketing and Sales to update sample sets due to obsolete or replacement material reports.
- Meet with manager on a regular basis to determine strategies to support present and future sample needs.
- Responsible for monthly audits that measure the level of service that is provided to our sales force.
- Responsible to monitor and ensure proper phone queue and email coverage.
- Provides mentoring/coaching and general/technical assistance to staff. II. Minimum Knowledge, Education and Skill Requirements
- A minimum education level of a High School Diploma or GED required, advanced degree preferred.
- 5+ years previous customer service and call center experience, or 3 years previous account management experience required.
- A complete understanding of policies, procedures, and the importance of customer satisfaction are essential to operations.
- Must be able to train on the department's processes based on multiple learning styles and needs.
- Position requires a sharp, high-energy, detailed-oriented individual who possesses excellent interpersonal skills, telephone etiquette, verbal communication, and leadership skills.
- Proficient experience using Microsoft Office and SAP Is required.
- Strong presentation skills and the ability to interact with all levels of management and staff.
- Knowledge of medical terminology is necessary, as this individual will also be required to learn the necessary medical terminology to function effectively.
- Ability to consistently handle all customers (internal and external) in a professional, courteous manner is critical. The ability to read, interpret and understand process and prcedure documents is required. Essential FunctionMust be able to maintain productive working relationships and treat fellow employees with respect.Physical requirements/Demands:
- Must be punctual, able to sustain attendance guidelines, and work hours as assigned.
- This position requires the ability to operate a computer for much of the workday. Mental requirements/Demands:
- Must be able to manage stressful situations in a professional manner.
- Must be able to function successfully in a demanding environment with competing priorities.
- Support team and direct reports through hiring, conducting performance evaluations, setting goals, providing equipment and resources, clarifying priorities, identifying training needs, providing conflict and disciplinary management, and more. Interpersonal and communication skills:
- Must be able to maintain productive working relationships with co-workers.
- Must treat fellow employees with respect.
- Must be able to coach and counsel direct reports to maximize employee performance.
- Must be capable of conversing both verbally and in written form to interface with other departments and direct reports.
- Must be able to collaborate with various other departments that we impacted or that our work impacts in the daily operations.
- Must be effective supervising direct reports in a hybrid work setting. This would include both remote and office environments. IV. Core Requirements Degree of accountability:
- Position is responsible and accountable for the work produced by direct reports. Degree of decision making:
- Position is required to make a variety of decisions daily with varying degrees of responsibility and outcomes. Financial/Budgetary:
- Must manage expenses in accordance with the budget and within approval guidelines. Safety:
- Must not pose a direct threat or significant risk of substantial harm to the safety of himself/herself or others.
- Must be committed to a high standard of safety and be willing and able to comply with all safety laws and all the Company's safety policies and rules. Must be willing to report safety violations and potential safety violations to appropriate supervisory or management personnel.
- Responsible for informing the Company if he/she is taking medications or if there are any other circumstances that would interfere with safe performance of job duties.
- Responsible for acting on the information provided to him or her by subordinate employees by recording information and promptly pursuing resolution of any identified problems. Quality:
- The incumbent in this position is responsible for following FDA/QSR guidelines as described in the procedures related to his/her specific job responsibilities.
- The position requires an individual who is responsible and capable for ensuring the policies and procedures that support the Company's QSR program are conducted. He or she must also be able to create and change policies and procedures for the department to ensure FDA guidelines for inventory management are maintained. Supervision:
- Position is in a first level supervision position and may also be responsible to supervise other employees in the departments overall structure when other supervision is not available. Travel: Travel 10%Your Benefits
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