Job Description
Job Summary:
Bilingual French/English Required
The Supervisor, Customer Care leads a high-performing Customer Care team in providing the best customer experience in support of multiple business units within Terumo Medical Canada, Inc. (TMCI) This role is responsible for the oversight of the daily activities of the customer care team ensuring their adherence to company policies and procedures. The Supervisor, Customer Care works cross-functionally with all business units and departments to ensure customer loyalty, satisfaction and expectations are not only met but exceeded.This role provides superior support, overall direction and guidance to the Customer Care associates, drives individual and team development and is responsible for continuous improvement and efficient functioning of TMCI’s customer care department.
Job Details:
Supervises customer care associates by providing guidance and support in an environment that sees and maximizes associate potential.
Manages and approves e-time, vacation, and work schedule to ensure there is an appropriate level of coverage.
Works with the Operations Manager to create individual team development plans, provide developmental opportunities, build career paths, and conduct individual and team meetings.
Monitors customer calls and emails and provides timely and constructive feedback, coaching, training, etc., to the Customer Care team.
Monitors the daily processing of orders received by phone, fax, e-mail, and electronic data interchange (EDI).
Acts as the subject-matter expert to manage additional tasks, such as special pricing requests, promotions, issuing/approving credits and debits, approving returns (RMA’s), and month-end reporting.
Oversees the returned goods process, ensuring that credit authorizations meet the appropriate requirements of established procedures.
Monitors Key Performance Indicators (KPI’s), Customer Care data and analytics as defined and set with Operations Manager.
Prepares and distributes monthly department KPI reports and presents Customer Care metrics and team performance stats to associates and direct Manager.
Provides detailed, formal feedback to associates based on work performance, objectives, and core competencies, completes timely performance reviews, and maintains monthly one-on-one meetings with associates.
Ensures compliance with company policies and procedures, to maintain the highest standards of service and data security.
Monitors product complaints and provides feedback to appropriate personnel and departments for further investigation.
Manages escalated customer issues, concerns, or complaints, identifying the root cause and provides timely and satisfactory resolutions maintaining customer loyalty.
Collaborates with cross-functional teams, including Contracts, Accounts Receivable, Field Inventory and field operations, to facilitate smooth customer interactions and problem resolution.
Updates and maintains department SOPs and work instructions as required.
Performs other job-related duties as assigned.
Position Requirements:
Knowledge, Skills, and Abilities (KSAs)
Fully Bilingual – Fluent in English and French.
Excellent interpersonal, written, and verbal communication skills.
Advanced organizational skills and the ability to work effectively as part of a team in a busy customer environment.
Strong leadership, coaching, training, and mentoring skills.
Strong analytical abilities to research, extract, summarize, and communicate complex or diverse information.
Demonstrated ability to develop, drive and improve processes.
Ability to work in a fast-paced role with a high level of critical thinking and problem-solving skills.
Proficient in Microsoft Excel, Word, Power Point, and Outlook.
Background Experiences
Post secondary education degree required and minimum of 5 years’ experience in a customer facing role with leadership responsibilities or equivalent combination of education, relevant experience & training.
Experience working in the medical device industry highly desired.
SAP experience strongly preferred.