Customer Service Supervisor

Position Overview

Dealmed Medical Supplies is seeking an experienced, results-driven Customer Service Supervisor to lead, develop, and continuously improve our customer support operations. This critical leadership role oversees a high-performing customer service department that supports both traditional business-to-business (B2B) medical supply accounts and our rapidly expanding e-commerce segment, which serves both B2B and direct-to-consumer (B2C) clients.

The Customer Service Supervisor manages daily activities, establishes departmental benchmarks, drives process and technology improvements, and leverages data reporting to ensure exceptional customer journeys. Working cross-functionally with Accounting, Sales, Purchasing, Warehouse, and Technology teams, this leader ensures that every customer interaction reflects Dealmed's absolute commitment to service excellence.

Key Responsibilities

• Train, mentor, and develop a hybrid team of 3-5 Tier I and Tier II Customer Service Representatives across both in-house and outsourced channels to maximize operational performance.
• Oversee B2B communication workflows across phone queues, direct dialed calls, shared emails, personal emails and sales support tasks.
• Oversee omnichannel communication workflows across phone queues, dedicated email boxes, and live chat platforms.
• Monitor incoming volume and productivity trends to guarantee prompt, professional, and precise resolution of customer inquiries.
• Partner with the team to maintain service levels by directly assisting with incoming queue calls and emails when business volume requires it.
• Drive customer retention and brand loyalty through proactive process improvements and active quality assurance monitoring.
• Resolve high-level customer escalations directly and build sustainable solutions to eliminate recurring root-cause issues.
• Handle critical operational workflows, including manufacturer product recalls, account paperwork updates, return merchandise authorization (RMA) approvals, backorder management, and purchase order (PO) processing.
• Partner closely with the Director of Customer Service to establish, monitor, and report on key performance indicators (KPIs), departmental goals, and SLAs.
• Leverage interaction data and reporting tools to discover emerging trends, eliminate workflow bottlenecks, and enhance the end-to-end customer experience.
• Identify operational inefficiencies and recommend automation, AI-assisted tools, or technology improvements to improve response times and service quality.

Qualifications

• Experience: Minimum of 2 years of progressive team leadership or supervisory experience within a dedicated customer service environment.
• Operations: Proven success managing B2B account support and/or high-volume e-commerce customer care workflows.
• Communication: Exceptional verbal and written communication skills alongside strong conflict resolution and interpersonal abilities.
• Focus: A hands-on leadership style paired with excellent organizational skills and an ability to manage multiple operational priorities seamlessly.

Technical Profile

• Business Software: Proficiency across the Microsoft Office Suite, specifically Word, Excel, Outlook, PowerPoint, and Teams.
• Service Infrastructure: Comfortable navigating modern CRM databases, understands call routing, and AI-assisted customer service platforms.
• Sector Knowledge: Prior exposure to medical-surgical products or healthcare procurement workflows is helpful but not required.