Fulfillment & Operations Supervisor - Onsite

About the Role

This role is a key supporting position for the US Region. The WatchPAT Fulfillment & Operations Supervisor will supervise employees and perform all WatchPAT responsibilities at the San Jose location to support the team as needed.

Responsibilities

• Provides operational leadership of the WPD program, business-to-business (B2B) including service support (e.g., telephones, scheduling, and other programs)
• Provide training to direct reports as needed
• Supervise shipping of B2B orders
• Ensures professional and courteous customer service throughout all external WatchPAT Direct (WPD) accounts and internal customers with accuracy and efficiency
• Maintain and manage inventory of supplies for both WatchPAT Direct and B2B Operations
• Attend on-board meetings with new accounts for WatchPAT Direct as needed
• Maintain KPIs and adjust as needed
• Handle ongoing communication with WatchPAT Direct accounts and ensure their needs and requests are addressed in a timely manner
• Provide day-to-day coaching of the WPD team members on their daily work using performance metrics and company processes to ensure team members are performing in-line with company standards
• Provide performance reviews with the WPD Team
• Monitor and manage all related software tasks (CloudPAT, Somnoware, Salesforce, Microsoft Dynamics, etc.)

Qualifications

• College or advanced degree preferred
• 5 years of experience in a healthcare setting
• 5 years of experience in customer service, hospitality, or equivalent
• 1 – 2 years of Salesforce Administration experience preferred
• Minimum of 2 years of supervisory experience in a contact center environment

Skills

• Minimum of 2 years of supervisory experience in a contact center environment or previous leadership role
• Bilingual a plus
• Healthcare knowledge experience a plus (HIPAA, medical devices)
• Process Improvement - critical thinking, problem-solving, attention to detail skills is a must

Travel Requirements

This position does include travel within the US Region.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Standing - Constantly
• Walking - Constantly
• Sitting - Occasionally
• Lifting - Constantly
• Carrying - Constantly
• Pushing - Constantly
• Pulling - Constantly
• Talking - Occasionally
• Hearing - Frequently
• Repetitive Motions - Constantly
• Eye/Hand/Foot Coordination - Constantly

Working Conditions

• Extreme cold - Occasionally
• Extreme heat - Occasionally
• Humidity - Occasionally
• Wet - Occasionally
• Noise - Frequently

Pay

The annual salary for this position is $85,000.00. This position is eligible for an annual bonus in accordance with the company's bonus plan. Factors which may affect starting salary include geography, skills, education, experience, and other qualifications of the successful candidate.

Benefits

Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.