Customer Service Supervisor

Position: Customer Care Supervisor

Reports to Title: Manager of Customer Care

Department/Division: Customer Experience & CC

Primary Work Location: Shakopee, MN

Job Code/Classification: Exempt

Position Overview

The Customer Care Supervisor is responsible for supervising and coordinating the daily efforts of the customer care team focus on providing excellent customer experience.

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Coordinate employee attendance to ensure appropriate telephone coverage throughout the day and providing an update to the Manager of Customer Care.
• Support the Customer Care Trainer/Major Accounts position to ensure a smooth onboarding of new employees, including temporary staff
• Review daily and weekly call stats and provide feedback to personnel and Customer Care Management
• Provide daily mentoring/coaching to Customer Care representatives, and assisting with more complex judgement calls
• Establish strong relationships with other business units, focusing on Inside Sales and Order Management.
• Reports any pertinent information or issues that directly affects the service center or any individual to Manager of Customer Care, thereby enabling Management to take immediate action
• Special projects as assigned

Competencies (Knowledge and Skills needed for this position.)

• Able to competently handle all duties and responsibilities of Customer Service Representative
• Prior experience using Navision and Salesforce or other CRM
• Proficient in in Microsoft Office Suite and Excel
• Excellent telephone skills
• Strong verbal and written communication skills
• Strong organizational and leadership skills
• Ability to work in a fast-paced, multi-task environment
• Confidentiality
• Professional and positive mindset and demeanor

Desired Qualifications

Required Education:

• Degree required or equivalent work experience

Experience:

• 1+ year of supervisory responsibilities preferred
• 4+ years telephonic or business to business customer service experience, preferably for a hearing instrument manufacturer
• 1+ years of light sales experience is a plus
• Proficient in Microsoft Office business applications including Outlook and Excel
• Ability to communicate information and respond to inquiries from both internal and external customers, verbally and written.

Other:

Other Information

Direct reports: Customer Service Representative(s), Sr. Customer Service Representative(s)

Indirect reports: n/a

Working Environment: Open office setting with adjustable standing/sitting office furnishings

Physical Demands: Must be able to lift up-to 10lbs if required

Position Type and Expected Hours of Work: Full-time Monday-Friday, 40 hours per week, plus overtime as needed.

Position Type and Expected Hours of Work: 
Full time (8:00am to 5:00 pm), Monday-Friday, occasional Saturday/OT as needed.

About Us

At ReSound, people with hearing loss are at the heart of what we do. In an ever-smarter world, we think big and challenge the norm so that we can transform lives through the power of sound. A life that empowers you to hear more, do more and be more than you ever thought possible.

What We Offer
As a leading medical device manufacturer, we value our employees and offer competitive wages and benefits including:
- Generous Benefits including PTO and Paid Holidays
- 401k with Company match
- Paid Parental Leave & Transition Back to Work Benefits
- Company HSA Contributions
- Free Hearing Aids for Family Members

We encourage you to apply

Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferrable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well.

We are committed to an inclusive recruitment process

GN ReSound welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more &