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Welch Allyn Supervisor II, Customer Support

JOB SUMMARY:
The Supervisor Customer Support is responsible for supervising a team of Customer Support Representatives who provide exceptional customer service to include order processing, credit returns, answering technical questions about products, contracts, billing, pricing, product availability and orders for Welch Allyn products. This Customer Support Supervisor works closely with Systems, Contracts, Planning, Manufacturing, Sales Resource Support, Solution Architect, and Field Service. The Customer Support Supervisor reports to the Customer Support Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES: - Other duties may be assigned:
Supervise & Manage
o Responsible for supervising a team of Customer Support Representatives and meeting or exceeding all metrics associated with the team.
o The supervisor will work closely with other area supervisors and management to ensure timely responses to incoming customer inquiries via phone, fax, and email.
o Responsible for creating and maintaining exceptional customer value, employee value and shareholder value in an environment that is demanding and changing due to customer expectations and product diversity.
o Serve as point in escalations for the entire team.
o Monitor and evaluate individual performance, provide performance feedback and accomplish individual annual reviews for assigned staff.
Supervisory responsibilities include:
This job is a leadership role with management authority. The Customer Support Supervisor will lead the hiring process for team replacement and/or growth, performance management, has the ability to oversee work distribution, and administer discipline to employees.
Subject to special projects or other duties as needed and assigned.
EDUCATION, EXPERIENCE, QUALIFICATIONS AND SKILLS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability desired.
Bachelor's degree required
1 year previous supervisory or team leadership experience desired
2 years Call Center experience desired
Proficient with Microsoft Office
Expect proficiency in SAP as well as all products within 120 days of hire
Schedule flexibility 8am to 8pm Mon - Fri
Excellent written and verbal communication skills
Salesforce experience desired
Hardware, Software, and systems based products experience desired
Cisco phone system familiarity desired
Ability to identify problems and implement solutions
Ability to work independently
Administer payroll records, approve requested time off
Ability to manage time effectively
Ability to resolve conflict


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