Job ID 210009I0
Available Openings 1 PURPOSE AND SCOPE:
The Supervisor, Customer Service oversees daily activities to
maximize the efficacy and efficiency of operations within the
assigned function(s). The incumbent maintains a high level of
customer retention in the resolution of outstanding customer
service issues. The Supervisor, Customer Service serves as a
subject matter expert (SME) by representing the assigned
function(s) through diverse customer interactions.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Supervise the daily operations of the team, including but not
limited to: establishing mutual goals, assigning tasks and
Resolve outstanding customer service issues escalated by the
assigned team(s) in a timely and accurate manner.
Analyze and summarize productivity statistics of the assigned
team(s) on a routine basis.
Review current policies and procedures with a focus on continuous
improvement efforts; supporting the development and implementation
of process improvements within the assigned function(s).
Act as a liaison to cross-divisional teams; providing support in
the resolution of outstanding issues as they affect the assigned
Provide direct supervision of the assigned team(s) through ongoing
leadership and guidance; partnering with Human Resources on
Provide technical guidance.
Assist with various projects as assigned by a direct
Other duties as assigned.
Additional responsibilities may include focus on one or more
departments or locations. See applicable addendum for department or
location specific functions.
PHYSICAL DEMANDS AND WORKING CONDITIONS :
The physical demands and work environment characteristics
described here are representative of those an employee encounters
while performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential functions.
Travel may be required. Up to 10%.
May be responsible for the direct supervision of various levels
of Customer Service in the Lab.
Bachelors Degree preferred
EXPERIENCE AND REQUIRED SKILLS:
Strong computer skills with demonstrated proficiency in word
processing, spreadsheet and email applications.
Detail oriented with strong analytical and organizational
Adaptable to a fast-paced environment with changing priorities,
tasks and customer conditions.
Strong leadership skills to effectively lead cohesive and
Strong oral and written communication skills to effectively
communicate with all levels of management.
EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual
Fresenius Medical Care North America maintains a drug-free
workplace in accordance with applicable federal and state laws.