Job Abstract

The Supervisor, Customer Care is responsible for our 24/7/365 Call Center. The Supervisor’s assigned team handles consumables and capital accessory orders, inquiries and service dispatch in support of Healthcare business. The Supervisor reports to the Sr. Manager, Digital Order Administration and Analyst on orders received via digital order channels such as EDI, Webstore, and through Robotic Process Automation (RPA). Responsibilities include management of phone, fax, EDI, RPA , eBusiness orders & inquiries, and service dispatch operations. The Supervisor partners with Account Managers, Technicians, Regional Sales Managers, District Service Managers and Area Vice Presidents, to ensure Customer satisfaction.  The Supervisor ensures orders are processed accurately, on-time and in adherence to STERIS Terms and Conditions and will develop and enforce consistent, repeatable procedures and processes.  Has direct responsibility of our first Value:  Customer First Always.

People Management (75%)

• Manages Customer Care Representatives handling IPT and GI Consumables orders, capital accessory orders, inquiries, pricing, availability, and service dispatch
• Performs weekly phone call quality audits to ensure STERIS’ Customer Experience is World Class
• Meets with direct reports on a weekly basis to provide ongoing feedback regarding performance to metrics, development, and expectations to ensure quality customer service
• Responsible for interviewing, hiring, coaching and developing staff
• Ensures team is following department policies and procedures
• Partners with Managers and Employees to maintain and improve employee engagement

Operations Management (15%)

• Ensures adequate business coverage for 24/7/365 operation, including weekends and holidays
• Creates and maintains staffing work schedule using Workforce Management Software, including evenings, weekends and holidays
• Creates and maintains fax, chat, escalation schedule, new hire guide schedule, business continuity agent schedule, and holiday coverage schedule
• Performs contract review process on high dollar value orders to ensure audit compliance
• Manages product holds during periods of inventory rationing
• Oversees tasks, including but not limited to, order processing, change orders, inquiries and service dispatch; assigns business tasks to responsible supporting functions
• Generates reporting to ensure department metrics are achieved including, but not limited to, phone statistics and order audits
• Responsible for financial decisions in line with Region Manager authority for expedite shipping costs and approving free goods orders
• Ensures Business Continuity through the selection and onboarding of new team members into the BC Agent Program

Continuous Improvement (10%)

• Drives compliance through the creation and maintenance of Standard Work
• Ensures sustainability of Standard Work Processes and Procedures
• Tracks weekly progress of Leadership Standard Work on a Visual Management Board
• Works with Training Department to identify developmental training opportunities for associates and ensure training materials are aligned to changes in standard work
• Collaborates with Senior Manager and Digital Order Administration Manager on Intelligent Automation Initiatives
• Oversees tasks, including but not limited to, order processing, change orders, inquiries and service dispatch; assigns business tasks to responsible supporting functions
• Generates reporting to ensure department metrics are achieved including, but not limited to, phone statistics and order audits
• Responsible for financial decisions in line with Region Manager authority for expedite shipping costs and approving free goods orders
• Ensures Business Continuity through the selection and onboarding of new team members into the BC Agent Program

• Bachelor’s degree in business discipline
• Minimum of 5 years call center management experience required
• 2 years of people leadership or equivalent experience required
• Demonstrated track record as a strong manager and leader
• Working knowledge of telephony systems
• Working knowledge of workforce management systems
• Strong influencing and negotiation skills
• Excellent interpersonal and relationship management skills
• Demonstrated self-starter and able to manage independently

• Strong decision-making skills; understands how decisions impact the Customer and the Company
• Ability to lead and influence a cross-functional team and operate in a highly complex environment
• Strong analytic skills (data gathering, analysis, and recommendation development)
• Must demonstrate a high level of professionalism and integrity
• Excellent communication skills – written, verbal and presentation
• Ability to handle multiple demands from many people and prioritize effectively
• Ability to maintain composure under pressure
• Teamwork

The opportunity to join a company that will invest in you for the long-term. STERIS couldn’t be where it is today without our incredible people. That’s why we share in our success together by rewarding you for your hard work. Hiring people who are in it for the long run with STERIS is our ultimate goal. We do this by providing competitive salaries, healthcare benefits, tuition assistance, paid time off, holidays, matching 401(k), annual merit, and incentive plans.  Join us and help write our next chapter. 

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