The Consumer Support Supervisor is directly responsible for the effective management, performance and daily supervision/support of their direct reports within the Consumer Support team. As a people and process leader, the Supervisor leads the team with oversight and involvement from the Senior Manager while leveraging solid functional knowledge. This individual will be the key driver for performance and overall development of the team and acts as the subject matter expert in consumer loyalty, dealer relationships and conflict/complaint resolution.
Major Areas of Accountability
- Daily management of direct reports
- Identifies gaps in competencies, leverages strengths and uses performance management tools to develop team
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Identify and participate in addressing staffing and coaching needs
- Ensure successful integration and application of training for all new hires in collaboration with Sr. Manager and other internal functions
- Review complex and escalated consumer issues and track resolutions
- Monitor, measure, train, coach and motivate team members to effectively engage with end users, clinicians and other stakeholders with whom the team interacts
- Ensure the necessary resources and tools are available for quality service delivery
- Lead in creation and delivery of performance reviews and deliver goals and objectives to individual team members based on agreement with Sr. Manager
- Ensure team members are accountable toward Coloplast mission, policies, and procedures
- In cooperation with Sr. Manager, conduct regular team meetings, one on one dialogue, training, which support the professional development of team as well as fostering a productive learning environment
- Create and update standard operating procedures (SOP) and ensure alignment with general policies and procedures of overall Consumer organization
- Provide a leadership presence throughout the department to effectively influence results and manage conflict resolution and problem solving
- Coordinate and manage consumer support projects and initiatives
- Work in collaboration with leadership to determine and establish reporting needs to track and maintain quality service, coordinate workflows, and achieve results
- Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the AdvaMed Code of Conduct, and company policies.
- Other job duties as assigned
Basic Qualifications
- High School Diploma/GED required
- 2-5 years contact center experience required
- Ability to provide clear and accurate feedback, while coaching team members to increase performance and develop new skills
- Ability to effectively communicate with all levels of management and demonstrate a professional demeanor at all times
- Ability to take initiative and work independently
Preferred Qualifications
- Bachelor's degree preferred
- 5+ years direct customer/consumer work experience
- 2+ years leadership experience
Preferred Qualifications
- Highly structured approach with attention to detail and proper documentation of all work
- Excellent verbal and written communication skills
- Successful working in cross-functional teams
- Highly proficient in Microsoft Office and CRM
- Ability to determine work priorities
- Punctuality and professionalism
- Excellent team building and coaching skills
- Ability to travel for customer visits and internal meetings (travel up to 20%)
At Coloplast, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Here is some of what you can expect:
- Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents.
- Financial Security: A competitive 401(k) plan with company match that vest immediately, financial planning services to help you secure your future, and corporate discount programs for goods and services.
- Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options to help you balance your personal and professional life may be available.
- Professional Development: Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.
- Recognition and Rewards: Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events.
- Community and Culture: A supportive work environment where everyone feels valued and has a sense of belonging. Participate in team-building activities, volunteer opportunities, and company-sponsored events. Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way.
- Competitive Compensation: The compensation range for this position is $63,370 - $95,055. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location. Hired candidates may be eligible to receive additional compensation in the form of bonuses and/or incentives.
Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16,000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward - we explore, learn and look for new ways of doing things.
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Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
Coloplast is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.
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