Customer Service Supervisor

Our story began with a passionate idea that we could change the world.... And to be honest, we’ve never stopped believing that... In 1986 it was a simple concept that microbiology teamed with innovation and clinical contribution could eliminate an issue that was profoundly impacting the healthcare industry – HIV acquired through needle-stick injuries.

In Australia, we lived out our dream. Investing years into R&D to create the safest containment system in the world and taking on the industry status quo to petition for higher standards in sharps protection, we witnessed an 80+ percent reduction in disposal-related needlestick injuries nationwide. And then we kept going...

To support our growing customer base and strengthen our customer service leadership capacity, we are looking for a Customer Service Supervisor to join our team. This role will be pivotal in supporting our Customer Service Manager and broader leadership team to refine improved business processes, strengthen reporting and drive initiatives that will enhance our customers’ experience with us, as well as taking ownership of customer issue resolution and mentoring and developing colleagues in their skills and responsibilities.

What will do day to day?

• Interfacing with our customers (clinical and support contacts at hospitals and other primary care facilities) via phone and email to answer questions, resolve issues, proactively communicate schedule or stock changes, and manage inbound scheduling requests
• Report, investigate and resolve (where applicable) customer requests and complaints via Salesforce ensuring a high degree of accuracy and timeliness in reporting and issue escalation
• Maintain and update filing, inventory and database systems (both manual and computer processes) 
• Work closely with our production and transport team to ensure timely and efficient delivery is met at all customer locations. This includes:
• Creating customer manifests
• Printing and distributing process documents for daily production
• Ensuring stock inventory in conjunction with your Plant Manager
• Support with routing and rerouting of our trucks on a daily/weekly basis
• Liaising with all departments and customers on account changes (billing, sales and logistics)
• Generate reports on an as needed basis for the leadership team
• Constantly look for new ways to better/improve the current administrative process

What do you need to be successful?

• Someone with initiative, discipline and focus; who has a passion for problem-solving, building relationships, and delivering a great customer experience. As a lead within our customer service team, you will both directly interact with our customers, as well as driving behavior of other team members to deliver a quality customer experience. Our ideal candidate initiates – they do not wait for someone else to provide direction, they take ownership and first and foremost focus on ensuring our customers get fast issue resolution and have a wonderful experience working with us. Here’s some of the skills and attributes that would make you a great fit candidate:

· Self-motivated to problem-solve and leverage a team to drive resolutions for a customer

· Relationally driven, you will enhance and strengthen relationships and drive a culture focused on customer service

· Flexible, adaptable and able to prioritize, no two days are the same!

· Strong attention to detail in checking work quality and accuracy

· Demonstrates common-sense judgment when it comes to resolving customer issues

· Ability to lead and motivate a team while modelling a strong code of ethics and respect for others

· 5+ years of administrative and customer service experience within retail or hospitality or corporate will be considered

· Ability to talk to a position or instances where you have provided leadership in your role 

· Intermediate to Advanced computing skills (Microsoft office suite etc.)

· Salesforce experience would go a long way!

· Good communication skills both written and verbal with record-keeping discipline 

· Proven experience in improving processes and procedures 

 

If this sounds like the role for you, or somebody you know then we look forward to speaking with you!

Daniels Health & Sharpsmart is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Daniels Health & Sharpsmart prohibit discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. Daniels Health & Sharpsmart conforms to the spirit as well as to the letter of all applicable laws and regulations.

Daniels Health & Sharpsmart is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Daniels Health & Sharpsmart prohibit discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. Daniels Health & Sharpsmart conforms to the spirit as well as to the letter of all applicable laws and regulations.