AirLife
Customer Service Supervisor
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COMPANY DESCRIPTION
At AirLife, we are dedicated to improving the quality of every breath. Excellence with Every Breath is not just a tagline, but the way we work and take care of our customers. With a mindset to evolve, innovate, and grow, we are a premier manufacturer of the highest-quality and market-leading breathing consumables. This growth philosophy has positioned us to increase our global footprint and business reach, impacting even more people around the world. Our expanding family of the most trusted brands offers a product portfolio that spans the continuum of care from first responder to home care, with safety, patient comfort, and clinical performance in mind. Collective expertise allows us to provide quality products and experiences to our patients, customers, and our people. Our values of Customer first, Differentiate with our People, Bias for Action, Continuous Improvement and Accountability define who we are and how we work. Join us!
POSITION SUMMARY
The Supervisor for International Customer Service will have strong leadership skills to provide direction to the CS team in problem resolution, adherence to procedures, and process improvement in servicing our international distributors and direct customers. This position will also provide training on new and existing procedures to ensure CS staff are able to perform their duties. Proving strong support on employee performance and process improvement to ensure service levels and quality of service are a key focus. Delivering service excellence is a priority in this role whilst supporting internal and external customers. Creating strong positive relationships with our internal partners to continually innovate and improve the service to our international customers and distributors.
POSITION QUALIFICATIONS
Knowledge, Skills, & Abilities
- Strong process-oriented leadership with knowledge of existing tools and technology to simplify and improve service.
- Proven ability to advocate for customers and build relationships.
- Strong leadership skills to provide direction and management of CS team.
- Ability to analyze complex issues, perform root cause analysis, and prepare process improvements.
- Language skills in French, German, Italian or Spanish would be an advantage but not essential.
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Level of Experience:
- 3-4 years of Data analytical experience.
- 0-2 years management experience.
- CS background in Healthcare/Pharmaceuticals.
Level of Education:
- Bachelor’s degree or equivalent experience.
Travel:
- Less than 5%
ESSENTIAL DUTIES AND RESPONSIBILITIES
Line Manager Duties:
- Provide clear direction, coaching, and performance management to support team development and achievement of AirLife goals.
- Align team’s objectives with AirLife priorities, ensuring compliance, promoting a culture of accountability, and upholding AirLife values.
- Take accountability and ownership for actively participating in recruitment processes and supporting fair treatment in disciplinary processes for your team.
- Drive continuous improvement by fostering innovation, operational excellence, and adoption of best practices within the team.
- Champion employee engagement, inclusion, and career development through regular check-ins, talent reviews, and succession planning.
- Manage your team’s budget responsibly and exhibit financial accountability.
Individual Contributor Duties:
- Provide leadership to CS staff in problem resolution, process guidance and resolving complaints with adherence to policy and procedures.
- Hire and train customer services specialists on new and existing procedures preparing CS staff to respond to customer needs, complaints and troubleshooting errors. Including providing training for new team members with a complete orientation program.
- Provide order fulfillment activities on a select number of key accounts as needed.
- Provide feedback on CS team performance, compliance with procedures and service to leadership and staff.
- Identify operational issues, opportunities for continuous improvement and recommend enhancements.
- Prepare metrics and reports for analyzing data to assist in process improvements, procedure changes, service levels and goals.
- Liaison with department leaders to maximize customer satisfaction through continuous improvement opportunities.
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Other Responsibilities:
- Uphold and embody AirLife’s values in all aspects of work.
- Demonstrate accuracy and thoroughness in daily work; look for ways to improve and promote quality & safety.
- Inspire the trust of others; treat people with respect and dignity and embrace the value of diversity.
- Use time efficiently; perform job accurately, thoroughly, and conserve Company resources to improve profits.
- Contribute to building and maintaining a positive team environment.
- Assure all policies and guidelines are implemented and followed.
QUALITY POLICY AND DEIA
QUALITY POLICY
At AirLife, Quality is our promise. It is our commitment to customer satisfaction and our dedication to product excellence in an evolving global healthcare market. This promise is kept through a continuously improving and effective Quality Management System and compliance to Regulatory Requirements.
DEIA STATEMENT
At AirLife, we are committed to building a diverse workforce and an inclusive workplace that reflects the communities and customers we serve. We believe our philosophy on Diversity, Equity, Inclusion, and Advancement (DEIA) encourages excellence and equips us to serve an evolving global marketplace.
Please note: The responsibilities outlined above are not exhaustive and may evolve over time. The role holder may be required to undertake additional duties as reasonably expected to meet the needs of the company.
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