Customer Care Supervisor (34305)

Job Summary

The Customer Care Supervisor provides hands-on leadership and daily oversight of the Customer Care team, managing priorities, setting the department’s tone, and fostering high morale while ensuring excellence in order entry and customer support. This role defines and champions KLS Martin’s standard of trademark customer service, delivering a high quality, predictable experience that positions Customer Care as a trusted business partner to Customers and the Sales team. The Supervisor approves SOP changes, monitors KPIs, and manages staffing and performance to drive accuracy, timeliness, compliance, and high-quality billing outcomes. Success requires strong people leadership, empathetic communication, and close collaboration with Customers, Sales, Warehouse, and Operations to proactively support sales effectiveness and overall business success.

Essential Functions, Duties, and Responsibilities

• Manage overall priorities, scheduling, workload distribution, time management, and resource planning for the Customer Care team to ensure timely, accurate and compliant order processing.
• Provide direct leadership for the Customer Care team through consistent coaching, mentoring, and performance management aligned with departmental and business objectives.
• Coordinate, deliver, and oversee onboarding, ongoing training and development programs to ensure team proficiency in customer care processes, systems, and company policies.
• Oversee daily customer contact center operations, ensuring appropriate phone coverage during business hours and adherence to service-level expectations.
• Monitor and assess individual and team performance, deliver regular, documented feedback and conduct formal performance reviews.
• Maintain departmental morale and engagement while setting a professional, customer-focused tone that reflects KLS Martin’s values.
• Maintain Work instructions, work aids and standard operating procedures, to support order accuracy, returns processing, billing compliance, and audit readiness, creating additional documented controls to ensure business needs are met.
• Monitor, collect, analyze, and report Key Performance Indicators (KPI’s) and operational metrics related to order processing volume, accuracy, call handling, returns processing, and customer satisfaction.
• Prepare and present performance reports to leadership, identifying trends, risks, and opportunities for continuous improvement.
• Coordinate and process post-sale order corrections, including freight discrepancies, sales tax adjustments, pricing issues, credits, and rebills.
• Act as the department Subject Matter Expert (SME) and Business Process Owner (BPO) for direct order entry, returns, loaners, maintenance, and maintenance workflows.
• Utilize SAP effectively to support order processing, returns authorizations (RMA), billing corrections, inventory visibility and reporting requirements.
• Propose, lead and execute process improvements that enhance efficiency, accuracy, scalability, and customer experience.
• Support system enhancements and IT initiatives by participating in QA and UAT testing for Customer Care related projects and system updates.

Educational and Experience Requirements

• High School Diploma
• Advanced customer service experience.
• Proficient user of Microsoft Office applications.
• Ability to lead, coach, and develop high-performing teams in a customer care, order management and contact center environment.
• Demonstrated experience in Enterprise Resource Planning software required; SAP experience strongly preferred.
• Previous experience in Customer Care, Order Management, or Contact Center environments strongly preferred.
• Experience with ShipERP or shipping manager applications, online supply chain platforms (GHX, IDS, Vizient, Coupa) a plus.

Knowledge, Skills, and Abilities

• Exceptional customer service, maintaining a positive and professional attitude in all interactions and able to diffuse escalated situations quickly and effectively.
• Strong interpersonal skills with the ability to effectively communicate with internal partners, external teams, and Sales representatives in the field.
• Detail oriented with a strong commitment to accuracy, timeliness, and compliance.
• Must be flexible, adaptable, maintain personal integrity, and demonstrate a commitment to supporting departmental goals and continuous improvement initiatives.
• Strong problem-solving, decision making, and flexibility to address order discrepancies and changing priorities.
• Ability to retrieve, interpret, and apply information from order documentation, SOPs, and system data to complete tasks accurately.
• Must be self-motivated, driven and able to take direction.
• Commitment to upholding KLS Martin’s workplace safety standards.
• Adhere and support KLS Martin’s quality policy, including FDA regulations and ISO 13485 standards related to receiving, safety and documentation.

Skill Requirements

• Typing/computer keyboard
• Utilize computer software (specified above)
• Retrieve and compile information
• Maintain records/logs
• Verify data and information
• Organize and prioritize information/tasks
• Operate office equipment
• Verbal communication
• Written communication
• Research, analyze and interpret information
• Investigate, evaluate, recommend action
• Leadership and supervisory, managing people

Physical Requirements

• Sitting for extended periods
• Extended periods viewing computer screen
• Walking
• Reading
• Speaking
• Hear/Listen
• Maintain regular, punctual attendance
• Repetitive Motions
• Writing

Hazards

• Normal office environment