Customer Service Supervisor

Company Information

Mana Med designs, develops, and distributes orthopedic solutions that keep active, high-performing people in the game and back-on-track following injury or surgery. Our extensive catalog spans vascular and electrotherapies, assisted mobility, electrical stimulation, and DVT prevention products. We partner with orthopedists, physical therapists, surgeons, and DME companies across the US to keep patients of all ages and backgrounds healthy and comfortable while on the path to recovery.

• Medical, dental, and vision insurance offered. Medical base plan covered at 100% by employer.
• 401K plan with company match
• Paid sick and vacation time
• Flexible hybrid work schedule
• 9 Paid holidays
• Paid time off to volunteer
• Employee Assistance Programs through ADP

• Shift
  
  Schedule:
  
  Monday – Friday 8am – 5pm
• Salary Range: $45,000 - $58,000 commensurate on experience.

• Supervise, mentor, and motivate a team of customer service representatives to deliver exceptional service.
• Develop and implement customer service policies, procedures, and standards to ensure a high level of customer satisfaction.
• Monitor and evaluate team performance, providing coaching and feedback to improve skills and performance.
• Handle escalated customer inquiries and complaints, ensuring prompt resolution and customer satisfaction.
• Analyze customer service metrics to identify areas of improvement and training needs.
• Coordinate with other departments to ensure seamless service delivery and resolve any inter-departmental issues.
• Oversee the accuracy of time cards/time keeping procedures for payroll processing, including employee attendance, time‑off and overtime.

• Provide administrative and operational support to the sales team, including processing orders, preparing quotes and managing customer accounts.
• Assist in the development and execution of sales strategies and training.
• Maintain accurate records of customer interactions, sales activities, and inventory levels in CRM and ERP systems.
• Support sales representatives/account executives as needed.
• Coordinate with Operations/Warehouse teams to ensure timely delivery of products and services.
• Assist with additional duties, as assigned by senior management.

• Bachelor’s degree required
• 5+ years of related experience, or equivalent combination of education and experience.
• Proven experience in a supervisory or team lead position.
• Proficiency in CRM and ERM systems
• Experience in an office environment reflecting stable work history and good attendance record.
• Experience in the Manufacturing and Healthcare industry preferred.

• Acute attention to detail and strong organizational skills.
• Commitment to excellence and high standards.
• Excellent written and verbal communication skills.
• Ability to understand and follow written and verbal instructions.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

Teamwork
- Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Quality Administration
- Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness; monitors own work to ensure quality.

Ethics
- Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

Planning/Organizing
- Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

Professionalism
- Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

Initiat…