Customer Service Supervisor

Dealmed; New York (NY); On-site; USD 33,000 - 40,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off and holidays

Employee discounts

Training and development opportunities

Career growth opportunities

Job summary

Dealmed Medical Supplies seeks a Customer Service Supervisor to lead and continuously improve our support operations for B2B accounts and expanding e-commerce segments (B2B and B2C).

The role manages a hybrid team, sets benchmarks, and partners with Accounting, Sales, Purchasing, Warehouse, and Technology to deliver an outstanding customer journey and service excellence.

Qualifications

• Minimum 2 years of progressive team leadership in a customer service environment.
• Experience managing B2B and high-volume e-commerce customer care workflows.
• Exceptional verbal and written communication with conflict resolution skills.

Responsibilities

• Train, mentor, and develop a hybrid team of 3-5 Tier I and II representatives.
• Oversee B2B communication workflows across phone queues, emails, and sales support.
• Manage omnichannel workflows across phone queues, emails, and live chat.
• Monitor volume and productivity to ensure prompt, professional resolutions.
• Assist with incoming calls and emails to maintain service levels during peak periods.
• Drive customer retention and brand loyalty through process improvements.
• Resolve high-level escalations and develop solutions to prevent recurrence.
• Handle recalls, RMA approvals, backorders, and PO processing.
• Collaborate with Director to track KPIs, goals, and SLAs.
• Use data to identify trends, remove bottlenecks, and enhance CX.
• Recommend automation or AI tools to improve response times and quality.

Skills

Team leadership

Customer service

Verbal communication

Written communication

Conflict resolution

Organizational skills

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft PowerPoint

Microsoft Teams

Job description

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.

Compensation & Benefits

• Pay Rate: $24.04 - $28.85 per hour, plus bonus
• Competitive salary
• Health, dental, and vision insurance
• Paid time off (PTO) and holidays
• Employee discountsTraining and development opportunities
• Opportunities for career growth and advancement