Batch Supervisor

POSITION OVERVIEW: BioTouch is looking to bring on a Batch Supervisor to their team. This employee will work directly with Lead(s) and Team Members to meet the daily goals set by the Manager and Senior Management Team. Guide the Lead(s) and team with complex issues, customer complaints, difficult calls. Address and assist with the Quality Control process, advising and escalating to the Manager as needed. The Supervisor should have at least three years’ experience in Batch Processing and have data entry and customer service experience. The Supervisor must be detail-oriented and able to work under pressure and in fast-paced situations. The role requires strong leadership & collaboration skills, computer skills, and good phone/email etiquette. The Supervisor must be able to guide & assist the team with processing orders, answering phone calls, and assisting customers as needed.

Job Responsibilities

JOB RESPONSIBILITIES:

• Manage the Batch calendar, email, & workforce to ensure all orders ship appropriately
• Oversee and Collaborate with EAMs to set up new batch customers when needed
• Work closely with Batch Production Team Lead to ensure all orders are shipped correctly
• Oversee the workflow to assist the team in knowing their job responsibilities
• Delegate duties as needed
• Coach the Leads and Team by providing constructive feedback to perform and excel with tasks
• Maintain the team schedules, time reporting, and personnel records
• Gather and submit performance records to the department manager for action
• Notify the Manager when employees are eligible for hire, ready for promotions, and incentives/bonuses are needed.
• Ensure employee training, adhering to company policy
• Maintain and Manage the Batch Gemba board daily
• Achieve and maintain a strong knowledge of commonly-used concepts, practices, and procedures
• Validate the quality control of orders, mentoring as needed, and follow up to ensure the team is operating within established procedures.
• Effectively communicate with internal stakeholders and customers on multiple levels
• Guide and assist the team and Management with processing orders, answering calls, and reporting when needed
• Utilize the chain of command for escalations and mentorship as needed
• Other duties as assigned

Required Skills and Qualifications

MINIMUM REQUIREMENTS:

• Strong knowledge of Microsoft Windows & Office
• Have a strong understanding of our products and Company processes to handle customer requests effectively
• Ability to prioritize and shift priorities quickly as needed
• Clear and concise verbal and written communication skills
• Team-oriented with a commitment to the success of the team and organizational goals
• Ability to meet tight deadlines
• Ability to multi-task
• Works well in pressure situations
• High school diploma or equivalent
• Some management experience is a plus
• Strong knowledge and working experience with Path-Tec Customer Service and Order Processing are preferred.

ENVIRONMENTAL JOB REQUIREMENTS AND WORKING CONDITIONS:

• Department hours are 8:00 am – 7:00 pm Monday thru Friday, shifts vary within these operational hours. Weekend shifts are possible based on the business need.
• Ability to sit and / or stand for long periods.
• Ability to perform repetitive motion.
• Willingness to work overtime and or weekends as needed.