Supervisor, Customer Service, 3PL

Customer Service Supervisor

Founded in 1986, J. Knipper and Company, Inc. and its affiliates, KnippeRx and Eagle Pharmacy, are dedicated to providing services exclusively for the pharmaceutical and life sciences industries. We are in an exciting accelerated growth phase fueled by our three integrated business units; Third-Party Logistics (3PL), Custom Pharmacy Solutions (CPS), and Marketing Support and Samples Management (MSSM). Our company's focus and mission are based on building partnerships and collaborating with our clients to create solutions that are strategically designed, faithfully executed and driven by market insight and data to ensure maximum return on our clients' investment, ultimately improving people's lives.

The Knipper Vision: Create the shortest path between patient and therapy.

Join the growing Knipper family today!

The Customer Service Supervisor provides real-time monitoring, analytical and operational managerial support to the Customer Operations Team. This position facilitates data analysis, trends, and supporting materials to lead workforce optimization and improvement efforts. This role is responsible for managing workflow and overseeing additional quality reviews to increase operational performance and efficiencies.

Responsibilities

1. Maintain visibility to all program call queues per program actively monitoring call volume, call pattern, and queue coverage.
2. Perform continual daily monitoring and analysis of current performance monitoring via NICE inContact (noting recent historical trends)
3. Proactively communicate and collaborate with DC Operations teams to achieve internal and external SLAs and client/customer escalations.
4. Ensure effective, polished, communication is demonstrated both via verbal and written communication regarding the customer or client.
5. Provide workforce management training assistance and introductory presentations, to all teammates to support high-quality customer contacts and improve accuracy and efficiency.
6. Provide ad-hoc reports for Customer Operations team and analyze data making recommendations to management.
7. Maintain data integrity by identifying, researching, and resolving quality issues to ensure accurate reporting from all data sources.
8. Oversee daily operational workflow from order entry to financial reconciliation.
9. Be a Subject Matter Expert on program knowledge and order processing.

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications

• MINIMUM JOB REQUIREMENTS:
  • Bachelor's degree or equivalent experience
  • Minimum of three (3) years of experience leading in customer service setting
  • Proficient with a variety of analytical processes, tools, and approaches
  • Proficiency in Excel and other Windows based programs (Word, PowerPoint, etc.), and can organize/analyze data in a structured manner
• PREFERRED EDUCATION AND EXPERIENCE
  • Experience with customer operations in contact center operations
  • Knowledge and application of Cloud Based telephony and CRM systems
  • Strong project management skills
• KNOWLEDGE, SKILLS & ABILITIES
  • Demonstrated orientation to process improvement, customer experience and customer satisfaction
  • Demonstrate the proactive ability to find and define problems, understand business impact, identify solutions, and provide recommendations for corrective action
  • Strong quantitative, analytical, and technical aptitude skills to produce and modify reports that provide analytical comparisons of data
  • Excellent interpersonal skills, competent in dealing with all levels of employees/management and builds strong relationships with teams and all organizational customers
  • Ability to effectively, accurately and concisely convey thoughts and concepts, information oral and written form to technical and non-technical people
  • Proficient time management skills, manage and engage in multiple initiatives simultaneously, be detail oriented and demonstrate strong organizational skills
  • Ability to work independently, establish priorities and demonstrate good judgment skills
  • Ability to work under pressure, adapt and excel as a team player in a fast-paced and change-oriented environment
  • Ability to balance multiple priorities to meet expected response deadlines
  • Advanced computer skills to include Microsoft Office (Word, Excel, PowerPoint and Outlook)
  • Willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added value
• PHYSICAL DEMANDS:
  • Location of job activities 100% inside
  • Extensive manual dexterity (keyboarding, mouse, phone)
  • Use of phone for communication
  • Noise and/or vibrations exposure
  • Frequently reach (overhead), handle, and feel with hands and arms
  • Sit for prolonged periods of time
  • Occasionally stoop, kneel, and crouch
  • Occasionally lift, carry, and move up to 25 pounds

  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.