Joerns Healthcare

  • Customer Engagement Team Supervisor

    Job Location US-NC-CHARLOTTE
    Posted Date 2 weeks ago(5/8/2018 2:48 PM)
    FTR Full-Time Regular
    Job ID
    2430 Whitehall Park Dr. #100
    Postal Code
  • About Joerns

    Joerns Healthcare is a leading national distributor of therapeutic support surfaces, bariatric care equipment, negative pressure wound therapy systems, and safe patient handling solutions. We serve special patient handling needs across the entire continuum of care, including acute care hospitals, long term acute care hospitals, skilled nursing facilities, rehabilitation facilities, and hospice centers.


    We continually strive to provide the most exceptional service, the most affordable products, and the most innovative patient care solutions to our customers. We are currently searching for skilled, self-motivated and dedicated professionals to add to our team. We offer hands on training, benefits and an outstanding work environment.


    At Joerns Healthcare, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. Our employees also receive Paid Vacation and Holidays. Please note that benefits may vary by sit

    Position Summary

    In collaboration with the Director, Customer Engagement & Distributor Relations, the Customer Engagement Team Supervisor is responsible for providing a complete customer experience to all capital customers, responsible for the productivity and actions of the assigned team, and responsible for ongoing mentoring and education through training and coaching of all team members.


    The job holder will take ownership for and lead the goal management process, workflow management as well as manage the development opportunities for team members.  The incumbent will be a part of the customer survey process and be responsible for reviewing, understanding and reporting on survey results for their team’s interactions in line with corporate metrics.  The job holder will lead key communications to the direct team as well as to broader parts of the organization, specifically Sales and Marketing.


    The job holder plays an essential role in delivering great customer experiences by providing proactive communications and responsive confirmations enabling customers to budget, plan and execute on the purchasing objectives.

    Major Duties & Responsibilities

    • Set goals for performance and deadlines aligned to the company’s strategic vision and commercial plans and communicate them to your team members
    • Organize workflow and ensure that team members understand their duties or delegated tasks and empower them to be successful
    • Monitor employee productivity and provide constructive feedback and coaching
    • Receive customer complaints and drive root cause resolutions
    • Maintain timekeeping and personnel records
    • Be the communications conduit from upper management to team members, and more importantly be your team’s voice to management
    • Prepare and submit performance reports
    • Decide on reward and recommend for promotion based on performance
    • Hire and train new employees
    • Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises
    • Be an active participant with the team, performing tasks with them
    • Completing paperwork (yes, there’s always admin to do)
    • Participate in cross functional team collaboration.
    • Performs other duties as requested.

    Required Education

    Bachelor’s Degree preferred, combination of education and 5 years’ commensurate business experience required along with a minimum of 3 years in a Supervisory Role.

    Required Skills & Experience

    • At least 3 years of experience in customer service supervisor role. 
    • Must be a team-player, possess outstanding customer care skills and be self-motivated.
    • Excellent oral and written communication skills will be required as this position will involve direct interaction with Joerns customers.
    • This position will require the ability to work under minimal supervision, within a group environment, to address a dynamic range of customer related issues.
    • The ability to multi-task and manage changing priorities throughout the day will be required.
    • Great listening skills and the capability to remain calm and helpful when working with Joerns customers is essential.
    • Acts with a sense of urgency, illustrates ambition, and drives for completion of tasks and projects.
    • Must have the ability to initiate and develop creative solutions.
    • Possess the ability to manage time and prioritize critical priorities.
    • Must demonstrate the ability & desire to increase knowledge.
    • General Microsoft skills required – specifically in Excel.  
    • Limited travel may be required.

    Preferred Skills, Experience & Education

    • 3 years in the medical device industry
    • SAP / Salesforce.Com Experience Preferred.

    Joerns Healthcare is an Equal Opportunity Employer


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