Supervisor, Customer Care

About the role

The Supervisor, Customer Care leads a 24/7/365 call center supporting Healthcare customers by processing consumables and capital accessory orders, handling inquiries, and coordinating service dispatch. Reporting to the Manager, Customer Success and Service Support, the role partners with Account Managers, Technicians, Regional Sales Managers, District Service Managers, and Area Vice Presidents to ensure customer satisfaction. The Supervisor enforces accurate, on-time order processing in adherence to STERIS Terms and Conditions and upholds the company’s core value of Customer First Always.

Responsibilities

• People Management (75%)
  • Manage Customer Care Representatives handling IPT and GI Consumables orders, capital accessory orders, inquiries, pricing, availability, and service dispatch
  • Perform weekly phone call quality audits to ensure a World Class Customer Experience
  • Conduct weekly one-on-one meetings with direct reports to provide ongoing feedback on performance metrics, development, and expectations
  • Lead interviewing, hiring, coaching, and development of staff
  • Ensure team adherence to department policies and procedures
  • Partner with managers and employees to maintain and improve employee engagement
• Operations Management (15%)
  • Ensure adequate business coverage for 24/7/365 operations, including weekends and holidays
  • Create and maintain staffing schedules using Workforce Management Software, including evenings, weekends, and holidays
  • Maintain fax, chat, escalation, new hire guide, business continuity agent, and holiday coverage schedules
  • Perform contract review on high-dollar orders to ensure audit compliance
  • Manage product holds during inventory rationing
  • Oversee order processing, change orders, inquiries, and service dispatch; assign tasks to supporting functions
  • Generate reporting to meet department metrics, including phone statistics and order audits
  • Make financial decisions within Region Manager authority for expedited shipping costs and approving free goods orders
  • Ensure Business Continuity by selecting and onboarding new team members into the BC Agent Program
• Continuous Improvement (10%)
  • Drive compliance through creation and maintenance of Standard Work
  • Ensure sustainability of Standard Work processes and procedures
  • Track weekly progress of Leadership Standard Work on a Visual Management Board
  • Collaborate with the Training Department to identify developmental training opportunities and align training materials with changes in standard work
  • Partner with Senior Manager and Digital Order Administration Manager on Intelligent Automation initiatives

Requirements

• Bachelor’s degree in a business discipline
• Minimum of 5 years of call center management experience
• 2 years of people leadership or equivalent experience
• Demonstrated track record as a strong manager and leader
• Working knowledge of telephony systems
• Working knowledge of workforce management systems
• Strong influencing and negotiation skills
• Excellent interpersonal and relationship management skills
• Self-starter able to manage independently

Preferred

• Three years or more with STERIS
• Strong decision-making skills; understands how decisions impact the Customer and the Company
• Ability to lead and influence a cross-functional team in a highly complex environment
• Strong analytic skills (data gathering, analysis, and recommendation development)
• High level of professionalism and integrity
• Excellent written, verbal, and presentation communication skills
• Ability to handle multiple demands and prioritize effectively
• Ability to maintain composure under pressure
• Teamwork mindset

Benefits

• Market competitive pay
• Extensive Paid Time Off and 9 added holidays
• Excellent healthcare, dental, and vision benefits
• Long/short-term disability coverage
• 401(k) with company match
• Maternity & parental leave
• Pet insurance and other add-on benefits/discounts
• Tuition reimbursement and continued education programs
• Opportunities for advancement in a stable long-term career

Pay

The pay range for this opportunity is $60,000.00 – $72,000.00. This position is eligible for bonus participation. Minimum pay rates will comply with applicable county/city minimums if higher than the listed range. Pay is based on factors including local labor market costs, years of relevant experience, education, professional certifications, and foreign language fluency.