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Supervisor, Product Services, Customer Support Full-time

at KARL STORZ in Massachusetts (Published at 14-06-2018)

Directs and coordinates activities of the Services team including supervision and training of Service Coordinators. Duties pertaining to direct reports will include: initial and continuous training; coaching and development; monitoring of monthly performance stats; and ensuring quality standards are being met, in order to yield the highest possible level of customer satisfaction. This position is responsible for ensuring that direct reports are processing service orders, and customer inquiries according to established timelines. Researches problems, provides general and technical assistance, sales support and liaison with other departments in resolving customer service problems.


  • A minimum education level of a Bachelor’s Degree.
  • 5 to 9 years of supervisory experience, preferrably in a call center/customer service environment.
  • Must possess exceptional organizational skills and the ability to multi-task.
  • Detail-oriented, possess good decision-making skills, and very good skills in solving complex process problems.
  • Prior experience using MS Word, MS Excel, PowerPoint, and MS Outlook are required.
  • Prior experience using SAP is highly desirable.
  • The ability to handle all external customer calls in a professional and courteous manner is required.
  • Must possess solid business writing skills, oral communication, and problem solving skills.
  • Must be a team-player committed to actively participating in ongoing and continuous improvement of department processes and procedures.

Duties and Responsibilities:

  • Supervises up to 12 employees in the Customer Support department.
  • Responsible for day-to-day customer service activities including training, supervision, coaching, appraising performance, and discipline.
  • Writes and conducts performance evaluations per Company program.
  • Investigates customer complaints regarding quality, tolerances, specifications, & delivered condition of products.
  • Monitors and assures call and order quality for all direct reports; analyzes and addresses challenges to achieving first call resolution.
  • Responsible for managing and analyzing various SAP reports for the purpose of clearing accounting documents, reviewing and releasing credits and debits, and auditing direct report’s booked orders in accordance with policies and procedures.
  • Reviews and approves various auditing forms submitted by all direct reports (New Account Request Forms, ProForma Approvals, and Virtual Requests).
  • Evaluates department’s current practices for effectiveness and shaping of future programs and processes to reflect customer-centric goals for the Company.
  • Responsible for various team meetings with direct reports (e.g. call quality, team building skill building, shadow, book study, etc.)
  • Ensure team members are in compliance with company and department policy protocol.
  • Reviews and analyzes quality, individual performance statistics, and attendance/punctuality performance for adherence to department and company standards.
  • Mentors employees and assists with their development plans.
  • Participate in recruiting activities for the Customer Service functions.
  • Serves as liaison for other internal departments in resolving customer’s inquiries and/or concerns. Develops and facilitates oral presentations to staff and various departments.
  • Acts as Change Agent for change initiatives.
  • Participates in annual Customer Engagement Program.
  • Travel up to 10% annually

About the Company:

As the largest privately held medical device company in the world, KARL STORZ has achieved global preeminence in endoscopes and medical imaging devices used in minimally invasive surgery. Our dedication to employee achievement and development through effective training and our commitment to a workforce that reflects and respects global diversity and the future of the environment have allowed KARL STORZ to serve our customers for over 60 years.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. KARL STORZ is an Equal Opportunity Employer supporting EOE/M/F/Vet/Disability.

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