Customer Service Operations Supervisor

Essity is a leading global hygiene and health company dedicated to improving well-being through our products and solutions, essentials for everyday life.

In the unit Health and Medical Solutions, we manufacture, market and sell Incontinence Products and Medical Solutions. Our mission is to empower consumers, patients and caregivers with products and solutions to support healthy and active lives. We have sales and a strong presence in all relevant channels e.g. retail, pharmacies, medical device shops, online, home delivery, nursing homes and hospitals.

Our key brands are TENA (Incontinence Products), JOBST (Compression Therapy), Cutimed (Advanced Wound Care), Leukoplast (Acute Wound Care), Delta-Cast and Actimove (both Orthopedics).

We are also an award-winning company with a focus on and commitment to sustainability. In fact, Essity partners with the United Nations Foundation in support of Sustainable Development Goals to improve hygiene, health and well-being worldwide.

About the Role

Essity’s Health and Medical Solutions North America team is looking for an experienced Customer Service Solutions Supervisor who will be responsible for day-to-day operations of Customer Service and Sales Support while identifying and implementing service delivery improvements for all Health and Medical Solutions customer channels and product brand groups.

The ideal candidate should/could live in Charlotte.

We’re looking for people who embody our values, aren’t afraid to challenge, innovate, experiment, and move at a fast pace. We’re always looking for ways to improve our products and ourselves. If this is you, we’d love to talk.

What You Will Do

• Identify, implement, communicate, and drive customer centric department KPIs
• Evaluate workload and deploy resources to meet customer and Company requirements
• Employee performance optimization
• Develop & maintain individual and team balanced scorecards
• Establish and communicate performance targets and results
• Maximize productivity and monitor capacity
• Identify and address performance issues promptly & systematically
• Monitor attendance and schedule adherence
• Conduct or oversee monthly performance reviews
• Collaborate with Training to develop programs for continuous improvement
• Ensure Company policy & Department protocol adherence
• Resolve escalated customer inquiries and complaints
• Drive & measure back-order and blocked order reduction initiatives
• Ensure capacities to absorb workload requirements of integration efforts
• Administer programs to enhance the Customer Experience
• Implement, measure, track & improve customer satisfaction ( Net Promoter Score ) via periodic customer surveys
• Transform role of CSR to that of Trusted Advisor & improve exceptions management

Who You Are

• Bachelor’s Degree in Related Field
• SAP Training and/or Certification Beneficial
• Five (5) Years’ leadership experience in Customer Facing or Contact Center environment
• Proven track record of maximizing employee potential and performance
• Experience in identifying metrics that provide KPIs
• Power BI experience beneficial
• Proficiency in Microsoft Office and SAP applications
• Skilled at developing a high performing and committed team
• Ability to adapt and thrive in fast changing environment
• Good organizational, analytical, and communication skills

What We Can Offer You

At Essity, we believe everyone's learning and professional development is unique and want to empower employees to reach their full potential in a winning culture motivated by a powerful purpose.
Collaborative and Inclusive Culture | Empowering & Engaged Leaders | Working with Powerful Purpose & Sustainable Impact | Learning and Growing in your Career | Supporting Well-being & Sustainable Working Life | Life-changing Innovations | Competitive Total rewards

Additional Information

Among other requirements, our policy (COVID-19 Vaccination Policy: Mandatory) requires all office and sales employees to be fully vaccinated. You must submit evidence of full vaccination prior to the day on which you are scheduled to start your employment with Essity. “Fully vaccinated” means two weeks have passed since an employee’s final COVID-19 vaccination injection.

The Company is committed to equal employment opportunity and providing reasonable accommodations to qualified candidates and employees pursuant to applicable law. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, or any other characteristic protected by federal, state, or local law.

If you require reasonable accommodation as part of the application process please contact EssityHRNorthAmerica@essity.com

Together, we are improving lives, every day

Working at Essity is not just a career; it is a chance to directly make the world a healthier, more hygienic and safer place. With impactful innovations coupled with sustainable solutions, we strive to reach more people every year with the necessary and essential solutions for well-being.