Customer Service Supervisor (709090)
Zimmer Biomet Holdings
Job Summary Zimmer Biomet is a world leader in musculoskeletal health solutions. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world.Leads and directs the activities of the Customer Service department. Ensure that timely, accurate and reliable service is provided to Zimmer customers regarding sales support/customer service related matters for domestic customers. Departmental responsibilities include but are not limited to order entry, data analysis, department training and ensuring compliance to Zimmer policies and procedures. Principal Duties and Responsibilities Provide leadership for the Customer Service department.Oversee the selection, training, work assignments and development of staff.Manage staffing assignments to ensure appropriate shift-coverage throughout the workweek.Develop, update and train staff regarding required documentation (Standard Operating Procedures (SOP), Work Instructions (WI), Forms, and Training Records). Develop, capture, analyze and communicate department and individual performance metrics.Monitor ACD phone system reports and other performance metrics in order to identify departmental and individual strengths and weaknesses, and respond accordingly.Manage individual performance in accordance with corporate human resource policies and procedures, including documentation and communication of performance evaluations, performance improvement requirements, disciplinary action, termination or other employee relations requirements. Expected Areas of Competence Candidates must have excellent oral and written communication skills, particularly proficient telephone etiquette.Must demonstrate leadership capabilities and the ability to work as part of a team is essential to the job.Participate in proactive team efforts to achieve departmental and company goals.Responsible for implementation of the Company Quality system as it applies to the specific activities being performed.Ability to perform other duties, as assigned.Ability to communicate clearly in verbal and written form in English. Interact with staff and management at all levels of the Zimmer organization and its customers. Education/Experience Requirements Bachelor's Degree required and 5-7 years experience in a Customer Service or Call Center environment preferred. A combination of education and work experience will be considered. Travel Requirements Up to 25% Additional Information Zimmer Biomet is a world leader in musculoskeletal health solutions. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world. EOE M/W/Vet/Disability This is not an exhaustive list of duties or functions and may not necessarily comprise all of the "essential functions" for purposes of the ADA. At Zimmer Biomet, we believe in The Power of Us, which means that we are stronger together. We are committed to creating an environment where every team member feels included, respected, empowered, and celebrated.