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Applied Medical Technology, Inc. (AMT) · 1 day ago

Customer Service Supervisor

Brecksville, OH

Full-time

Onsite

Mid Level

3+ years exp

Applied Medical Technology, Inc. (AMT) has been a leader in enteral device product development since 1985. The Customer Service Supervisor will supervise, train, and support customer service representatives while managing daily activities and ensuring excellent service delivery.

Health CareManufacturingMedical Device

Responsibilities

Manage and train customer service reps

Obtain extensive knowledge of AMT’s product line and company policies

Oversee daily CS activity: Phone calls, order entry, invoicing, email inbox, etc

Troubleshoot/problem solve with customers via phone and email

Obtain feedback from customers regarding product and service performance

Returned Goods Authorization/ Product Complaints: Reporting in the ERP system and follow up with customers

Perform annual performance reviews of all CS reps

Collaborate with other departments to resolve complex issues and improve processes

Must be a team player with excellent communication skills

Handle daily invoicing

Conduct regular team meetings to share updates, provide coaching, and reinforce service goals

Run ERP system reports and work closely with the finance department for credits and setting up new accounts

Handle escalated customer issues with professionalism and resolution-focused communication

Maintain and update accounts in the ERP system

Prepare and present reports on team performance, customer satisfaction, and service trends

Monitor performance metrics, call quality and response times to ensure service excellence

Foster a positive and customer-centric culture within the team

Supervise, train, and mentor a team of customer service representatives

Other duties as assigned

Qualification

Customer service experienceLeadership experienceCRM software proficiencyMicrosoft Office SuiteCommunication skillsProblem-solving skillsData analysisOrganizational skillsTeam player

Required

Associate's degree or higher (required)

Minimum of 3 - 5 years of experience in customer service, with at least 1-2 years in a leadership or supervisory role

Strong interpersonal and communication skills, both verbal and written

Proven ability to coach, motivate, and lead a team

Excellent problem-solving and conflict resolution abilities

Proficiency in customer service software, CRM systems, and Microsoft Office Suite: Outlook, Excel, PowerPoint and Word

Ability to analyze data, prepare reports, prepare schedules, and make recommendations to improve service

Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations

Ability to write reports, business correspondence, and procedure manuals

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume

Ability to apply concepts of basic algebra and geometry

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Ability to define problems, collect data, establish facts, and draw valid conclusions

Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

Knowledge of modern business communication, office procedures and methods

Skill to use a personal computer and various software packages such as Microsoft Office Suite

Ability to establish priorities, work independently with minimal supervision, and facilitate teamwork

Preferred

Bachelor's degree in Business Administration, Communications, or a related field (preferred)

Microsoft Dynamics is a plus but not required

Benefits

AMT offers major medical, dental, and vision insurance at the first of the month following 30 days of service.

AMT offers several other voluntary benefits including hospital indemnity, critical illness, term life insurance & long term disability (company paid), among others.

AMT matches 100% of your contribution, up to 3% of your salary.

In addition to nine paid holidays, AMT provides employees with paid time off (determined by length of service), starting on day one.

Family-oriented, Positive Working Environment

Discretionary Yearly Raises

On-site Vending & Gym

Annual Employee Appreciation Picnic

Tuition Reimbursement

Employee Referral Bonus Program

Employee Assistance Program