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Customer Service Supervisor

Company: Leica Biosystems
Location: Sterling
Posted on: December 5, 2019

Job Description:

Customer Service Supervisor North America-North America-United States-VA-Sterling POSITION SUMMARY This position is a player / coach role. The Customer Support Supervisor has assigned individual contributors to support and will also give assistance with the entire Customer Support team, as needed. This position assists the Customer Support Manager in achieving team targets and KPIs as well as helping to drive team engagement and operational improvements. ESSENTIAL DUTIES AND RESPONSIBILITIES * Serves as a role model for the Customer Service representatives * Supports Customer Service representatives, including: * Provides time management coaching * Responsible for monthly metric review with associates * Partners with Global Customer Contact teams to establish and maintain best practice * Lead key performance indicator (KPI) management and daily management, along with problem-solving initiation and participation * Serves as first responder on managing customer issues as needed * Actively works to improve individual and team engagement and performance * Assists in creation, maintenance, and execution of Customer Support action plan with the Customer Support Manager * Provides daily supervisory oversight * Assists in the hiring process of new Customer Service associates * Provides insight and input for consideration relating to performance objectives & development plans * Conducts 1-on-1 discussions, performance reviews, and performance management * Support overall sales process and goals * Respond and resolve customer issues requiring management intervention * Bachelor's degree preferred * Minimum 5 years customer service experience * Strong organizational and time management skills * Strong working knowledge of order management skills CRITICAL COMPETENCIES * Leads, energizes and engages individuals to achieve personal development and business goals; retains talent. (Builds People, Teams & Organizations) * Coaches behaviors and actions that align to the DBS culture and holds teams/individuals accountable. (Leads through DBS) * Builds and maintains good working relationships with peers and supervisors; works collaboratively. (Builds People, Teams & Organizations) * Supports vision and purpose; provides direction needed to operationalize and drive to action. (Charts the Course) * Proactively gathers different views on how to approach and solve a problem; approaches problems analytically rather than jumping to superficial conclusions. (Leads through DBS) PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to reach with hands and arms. The employee is constantly required to sit, talk and hear; the employee may occasionally squat, turn/twist, or reach. The employee is constantly using hands to: finger, handle, feel or operate objects, and computer keyboards. The employee is occasionally required to walk, stand, climb, balance, stoop, bend, kneel, crouch or crawl, and smell. The employee may occasionally lift, carry, push or pull up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. WORK ENVIRONMENT The 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. The work environment may consist of an indoor, work or home office environment with good ventilation, adequate lighting and low noise levels and/or subjected to moving mechanical parts, electrical currents, vibrations, fumes, odors, dusts, gases, chemicals, oils, extreme temperatures and work space restrictions while working in the field. Employees may be required to wear proper Personal Protective Equipment (PPE) while working in the field which may include: eye and hearing protection, protective smock, steel toe shoes, gloves, hard hats, or face shields. The duties listed in job descriptions are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the business and requirements of the job change. The purpose of this description is to assist in ADA compliance and is not intended for other purposes such as collective bargaining, or compensation. PRE-EMPLOYMENT TESTING External hiring into this position is contingent upon the successful completion of a pre-employment drug screen and background check and possible credit history review. OTT HydroMet is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. Full-time

Keywords: Leica Biosystems, Sterling , Customer Service Supervisor, Hospitality & Tourism , Sterling, Virginia

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