Customer Service Supervisor II

About the role

The Customer Service Supervisor II will lead a team of customer service representatives, ensuring accurate order processing, revenue recognition, and exceptional service delivery. This role works closely with the distribution center and internal stakeholders to resolve escalations and drive continuous improvement.

Key responsibilities

• Coordinate with the distribution center to clarify priorities and handle exceptions.
• Support the manager in revenue recognition transactions, ensuring SOX compliance.
• Act as a procedural expert for CSR teams and serve as a knowledge source for problem‑solving.
• Provide technical leadership on ERP and related systems, reporting issues to Information Systems.
• Coach and direct employees, back‑up the supervisor as needed, and handle complex escalations.
• Supervise work schedules, staffing levels, and monitor workload to meet service goals.
• Process customer orders from multiple channels and ensure timely invoicing.
• Participate in hiring, interviewing, and onboarding new team members.

Required profile

• Proven experience supervising customer service teams in a fast‑paced environment.
• Strong understanding of revenue recognition, SOX controls, and ERP processes.
• Excellent communication skills for internal coordination and external escalation.
• Ability to analyze workload, prioritize tasks, and implement process improvements.

Required skills

• Experience with ERP systems.

What we offer

• Career development opportunities within a global healthcare leader.
• Comprehensive health plan, life insurance, tuition assistance, and stock purchase plan.
• Cafeteria subsidy, free parking, and other employee benefits.
• Recognition as a top workplace for diversity, working mothers, and female executives.