Overview:
Find a Better Way...
...to use your skills and experience.
This is the time to let your talent come to life. To maximize your knowledge and use it for the greater good. To work with the best professionals using state-of-the-art technology, and improve lives with your innovative ideas and ambitious dreams. Find a better way: the Sysmex Way.
...to improve the lives of others.
Headquartered in Kobe, Japan, Sysmex is located in Lincolnshire, Illinois. Renowned worldwide for the very finest in quality, innovative diagnostic equipment and information-management systems, we apply science to enhance the quality of life on a global scale. Our agile, resourceful team is committed to realizing critical breakthroughs in laboratory diagnostics, information technology, workflow analysis and life sciences for the clinical laboratory.
...to build a promising future.
Responsibilities:
We currently have a great opportunity available for a Customer Service Supervisor. The Customer Service Supervisor will be responsible for leading a team of customer support professionals. The Customer Service Supervisor will oversee the day to day to execution of the contact center. Candidates should possess advanced communication, project management, and analytical abilities. Candidates must have knowledge of commonly-used concepts, practices, and procedures within Customer Service and should be able to perform their duties based on instructions and pre-established guidelines. This position requires the ability to consistently utilize their experience and judgment to plan and accomplish goals. The Supervisor will perform a variety of complicated tasks and be able to work independently as well as in a team environment.
Essential Duties and Responsibilities:
1. Place primary importance on delivering superior Customer Service by conducting quality reviews of customer support professionals.
2. Partner with business analyst to ensure KPI’s and SLAs are achieved.
3. Responsible for the review and development of associates.
4. Conduct regular performance evaluations, provide coaching and feedback to direct reports. Identifying training needs to enhance individual and team performance.
5. Manage multiple projects effectively.
6. Accomplishes performance objectives by recruiting, onboarding, training, coaching, counseling, and enforcing policy and procedures.
7. Handle complex customer requests with minimal assistance.
8. Effectively troubleshoot customer account activities for high profile customers. Resolving member escalations using emotional intelligence and needs based analysis approach to achieve member satisfaction.
9. Self-starter with the ability to work autonomously with limited management oversight.
10. Other duties as assigned.
Physical Demands: Light physical effort. Routine handling of objects up to 20 pounds; prolonged (at least 50% of time) sitting, standing, keyboard work.
Qualifications:
- Bachelor’s degree or 5-8 years of Customer Service experience in which may include experience in the Armed Forces.
- 3+ Years of Customer Service Experience
- Strong attention to detail. Outgoing personality.
- Solid ERP OE and A/R understanding.
- Strong knowledge of order processing, A/R, inventory concepts and impact, and financial implications.
- Customer Service Experience, strong attention to detail, and solid ERP OE and A/R understanding.
- Advanced written, verbal, and non-verbal communication skills. Customer Service Supervisor will communicate extensively with both internal personnel and customers. After understanding the business flow, must be able to make general Customer Service decisions. Advanced project management ability. Advanced problem-solving ability. Proven leadership skills. Account analysis abilities.
This job requires satisfaction of the credentialing requirements of Sysmex’s customers, including hospitals and other healthcare facilities, which generally includes proof of current vaccinations for measles, mumps, rubella, varicella (chicken pox), and COVID-19. Further, Sysmex’s COVID-19 vaccination policy, consistent with its status as a federal government contractor and commitment to its customers and to providing a safe workplace for its employees, requires that, to the extent permitted by applicable law, all Sysmex employees must be fully vaccinated against COVID-19 by the latter of your start date. To the extent permitted by applicable law, any offer of employment extended will be conditioned upon the individual’s ability to provide proof of current vaccination status to the extent permitted by applicable law. Sysmex makes reasonable accommodations when needed for medical or religious reasons. However, vaccine exemption and other accommodation requests cannot be granted unless the individual is able, with the accommodation, to perform the essential functions of the job including working at customer locations.
Sysmex is proud to be an EEO/Affirmative Action employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, age, sex, sexual orientation, gender identity or expression, color, religion, national origin, genetics, disability status, protected veteran status or any other characteristic protected by law. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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