Consumer Support Supervisor

Job Duties

Consumer Support Supervisor

Location:

Minneapolis, MN, US

Job Family:

Consumer

Country/Region:

United States

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.

Comfort Medical provides an extensive selection of name brand catheter and ostomy supplies to thousands of customers nationwide. Our attention to detail, unmatched customer service, and dedication to helping our customers live happier, healthier lives are just a few of the many reasons we are one of the fastest growing catheter and ostomy supply companies in the nation!

Comfort Medical 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.

Comfort Medical 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.

62326

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Nearest Major Market: Minneapolis

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EOE M/W/Vets/Disabled

Minimum Education Required

High School Diploma or Equivalent

Minimum Experience Required

2 - 5 years

Shift

First (Day)

Number of Openings

1

Public Transportation Accessible

Yes

Veterans Encouraged to Apply

No

Physical Required

Yes

Drug Test Required

Yes

Compensation

$63,370.00 - $95,055.00 / Annually

Postal Code

55411

Job Type

Full Time

Place of Work

On-site

Requisition ID

62326

Job Benefits

Not specified