Client Care Supervisor

Avantik is currently seeking a Client Care Supervisor to join our growing team in providing top notch customer service by minimizing order errors, oversee ongoing training, improving coordination between departments and track and report on KPI’s. The Client Care Supervisor will oversee a team of five client care representatives responsible for processing customer orders via phone, fax, email, and web. He/she will also work closely with teams across the company including Operations, Sales, and Finance to ensure all customer needs are meet in a timely manner.

Responsibilities:

• Distribute orders and customer inquiries to the team for processing.
• Oversee running of regular reports and necessary follow up
• Approve and oversee processing of customer returns ensuring appropriate customer communication throughout
• Oversee response to customer issues and drive prompt resolution, taking on escalated issues where needed

• Ensure communication is maintained with internal departments regarding product availability, tracking and inventory issues, problem accounts and credit limits.

• Ensure customer complaints are logged and resolved in CRM. Report out on trends, significant issues.

• Assist with team members’ day-to-day activities, including but not limited to processing orders and responding to customers

• Conduct regular 1:1 meetings with team

• Oversee sales team support tasks, including quote generation and sample requests.

• Oversee the follow up & research of any billing/invoicing issues with Finance.

• Oversee staff schedules to ensure full support is maintained, e.g., coordination of PTO requests.

Qualifications:

• Bachelor’s Degree and 5+ years of customer service experience; or 8+ years’ customer service experience

• 3+ years of supervisory experience, in an office based B2B environment

• Experienced in working as a supervisor with other corporate departments, e.g., finance, logistics, sales.
• Ability to multi-task in a fast-paced environment
• Excellent written and verbal communication skills
• Strong attention to detail
• Able to troubleshoot and resolve cross-departmental issues
• Flexible to adapt to changing company requirements.
• Ability to assist customers calmly and professionally with complaints and issues.
• Proficient in MS Office and ERP order management.

Avantik is an integrated medical products and services company delivering superior quality instruments, reagents, consumables, and service to the anatomic pathology market consisting of hospital, reference, and physician office laboratories in the US. The company is headquartered in Montville Township, NJ.

Avantik’s experienced team and consultative partner approach integrates consumables, service, equipment, and education so that labs focus on what matters most – having everything under control in their laboratory to deliver fast and accurate diagnoses.

Avantik offers a full line of consumables and reagents for the histology lab sourced and private label Avantik branded and by distribution of other brands. Avantik has serviced all brands of OEM histology lab equipment for over 40 years and offers best-in-class responsiveness and an industry leading 97% first time fix-rate.

Avantik offers medical, dental and vision insurance, 401K and more.

Learn more at www.avantik-us.com.

Avantik is an Equal Opportunity Employer.

Job Type: Full-time

Pay: From $1.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Bachelor’s (Required)

Experience:

• Customer service: 5 years (Required)
• Supervising: 3 years (Required)

Work Location: One location