JOB SUMMARY The Supervisor Customer Service directs the daily activities of the Supply Chain Customer Service Team, resolves issues and provides timely processing of request presented to the Supply Chain department. This role maintains effective communication with customers, co-workers, and management and performs all duties and responsibilities of a Customer Service Representative. In the absence of the Service Manager, the Supervisor is responsible for the entire Logistics Service Team.
ESSENTIAL FUNCTIONS OF THE ROLE - Supervise, hire, train, and evaluate Customer Service Representatives performance. Recommend promotions, transfers and disciplinary actions. In the absence of the Logistics Service Manager, will be responsible for Logistic Service Team. - Develop Customer Service policy and procedures to ensure consistent customer service and satisfaction levels are maintained. Identify and implement ways to improve processes/procedures to improve both customer service and satisfaction levels. Create and publish Customer Service reports on performance metrics, resolution plans, and other adhoc reports. - Maintain effective communication with customers, coworkers, management and outside agencies/vendors. Serve as an escalation step for customer issues before final escalation to Logistics management. - Monitor and delegate customer service team tasks/requests. Monitor team performance and adjust schedules to the current workload. - Create and publish Customer Service reporting on service issues, resolution plans, reports, and logs to Logistics Management. Attend logistics service calls with hospital customers and serve as liaison with hospital customers and logistics operations in resolving issues on macro scale and reporting results thereby freeing Support Service Manager for higher level work.
BENEFITS Our competitive benefits package includes the following - Immediate eligibility for health and welfare benefits - 401(k) savings plan with dollar-for-dollar match up to 5% - Tuition Reimbursement - PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level.
- EDUCATION - H.S. Diploma/GED Equivalent
- EXPERIENCE - A minimum of 8 years procurement experience required
Drivers License (TXDL): If moving from out of state must obtain valid TX DL within 90 days of hire.
Internal Number: 21003890
About Baylor Scott & White Health
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!
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