Apria · 21 hours ago
Supervisor, Customer service
United States
Full-time
Remote
Mid, Senior Level
$0/yr - $83K/yr
4+ years expOwens & Minor is a global healthcare solutions company providing essential products and services. They are seeking a Supervisor for their Customer Service team to lead daily operations, enhance team performance, and ensure high levels of customer satisfaction.
Health Care
Responsibilities
Oversee team performance against established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) defined by leadership, including backorder volume, invoice match rates, service case counts, overtime, first contact resolution, resolution cycle time, escalation metrics, and customer satisfaction scores
Facilitate effective communication between leadership and team members through daily and weekly huddles
Assist in the recruitment, hiring, and onboarding of new team members
Lead customer service initiatives for new customer implementations
Participate in sales and customer calls to enhance business processes
Prepare and present weekly and monthly performance scorecards to Customer Service Leadership
Serve as a point of escalation for customer issues within the team
Oversee the performance management process for the Customer Service Team, including conducting mid-year and annual reviews, ensuring adherence to performance metrics, and developing improvement plans
Engage and coach team members through quality assurance reviews and ongoing development to enhance skills and drive overall team effectiveness
Communicate directly with customers during system issues, maintenance, service outages, or natural disasters
Foster a high-performing team environment, empowering members to ensure customer satisfaction
Qualification
Required
Strong understanding of Owens & Minor processes and Global Business Services best practices
Proven leadership and interpersonal skills, focused on personal development
Demonstrated ability to build relationships with top-tier internal and external partners
Energetic, flexible, and collaborative leader who embraces challenges
Excellent verbal and written communication skills, with the ability to persuade and influence
Skilled in time and resource management through organization, multitasking, delegation, and project management
Independent and self-motivated, committed to delivering exceptional customer service, quality, and results
Proactive problem solver with creative thinking and foresight
Experienced in diffusing difficult situations and providing authentic encouragement and recognition
The ability to work weekends and after hours as needed
Preferred
Bachelor's degree in business administration, management, communications, or a related field is preferred
2+ years in a supervisory or team lead position is preferred
4+ years of experience in customer service, shared services environment or in a healthcare setting is preferred
Relevant certifications in customer service or management can be advantageous
Benefits
Comprehensive Healthcare Plan - Medical, dental, and vision plans start on day one of employment for full-time teammates.
Educational Assistance - We offer educational assistance to all eligible teammates enrolled in an approved, accredited collegiate program.
Employer-Paid Life Insurance and Disability - We offer employer-paid life insurance and disability coverage.
Voluntary Supplemental Programs – We offer additional options to secure your financial future including supplemental life, hospitalization, critical illness, and other insurance programs.
Support for your Growing Family – Adoption assistance, fertility benefits (in medical plan) and parental leave are available for teammates planning for a family.
Health Savings Account (HSA) and 401(k) - We offer these voluntary financial programs to help teammates prepare for their future, as well as other voluntary benefits.
Paid Leave - In addition to sick days and short-term leave, we offer holidays, vacation days, personal days, and additional types of leave – including parental leave.
Well-Being – Also included in our offering is a Teammate Assistance Program (TAP), Calm Health, Cancer Resources Services, and discount programs – all at no cost to you.
Company
Apria
Apria is a leading provider of home healthcare equipment and related services across the USA, serving approximately 2 million patients from our 270+ locations.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2022-01-10Acquired
2021-02-10IPO
Leadership Team
P
Perry Bernocchi
CEO
Recent News
2025-09-17
2025-01-16
Company data provided by crunchbase