Customer Service Supervisor

The Customer Service Supervisor manages daily activities, establishes departmental benchmarks, drives process and technology improvements, and leverages data reporting to ensure exceptional customer journeys. Working cross-functionally with Accounting, Sales, Purchasing, Warehouse, and Technology teams, this leader ensures that every customer interaction reflects Dealmed's absolute commitment to service excellence.

Key Responsibilities

Train, mentor, and develop a hybrid team of 3-5 Tier I and Tier II Customer Service Representatives across both in-house and outsourced channels to maximize operational performance.
Oversee B2B communication workflows across phone queues, direct dialed calls, shared emails, personal emails and sales support tasks.
Oversee omnichannel communication workflows across phone queues, dedicated email boxes, and live chat platforms.
Monitor incoming volume and productivity trends to guarantee prompt, professional, and precise resolution of customer inquiries.
Partner with the team to maintain service levels by directly assisting with incoming queue calls and emails when business volume requires it.
Drive customer retention and brand loyalty through proactive process improvements and active quality assurance monitoring.
Resolve high-level customer escalations directly and build sustainable solutions to eliminate recurring root-cause issues.
Handle critical operational workflows, including manufacturer product recalls, account paperwork updates, return merchandise authorization (RMA) approvals, backorder management, and purchase order (PO) processing.
Partner closely with the Director of Customer Service to establish, monitor, and report on key performance indicators (KPIs), departmental goals, and SLAs.
Leverage interaction data and reporting tools to discover emerging trends, eliminate workflow bottlenecks, and enhance the end-to-end customer experience.
Identify operational inefficiencies and recommend automation, AI-assisted tools, or technology improvements to improve response times and service quality.
Qualifications

Experience: Minimum of 2 years of progressive team leadership or supervisory experience within a dedicated customer service environment.
Operations: Proven success managing B2B account support and/or high-volume e-commerce customer care workflows.
Communication: Exceptional verbal and written communication skills alongside strong conflict resolution and interpersonal abilities.
Focus: A hands-on leadership style paired with excellent organizational skills and an ability to manage multiple operational priorities seamlessly.

Technical Profile

Business Software: Proficiency across the Microsoft Office Suite, specifically Word, Excel, Outlook, PowerPoint, and Teams.
Service Infrastructure: Comfortable navigating modern CRM databases, understands call routing , and AI-assisted customer service platforms.
Sector Knowledge: Prior exposure to medical-surgical products or healthcare procurement workflows is helpful but not required.