CAPS Customer Service Manager

Company : Central Admixture Pharmacy Job Posting Location : Allentown (6580 Snowdrift Rd), Pennsylvania, United States Functional Area : Customer Services Working Model : Hybrid Days of Work : Friday, Thursday, Wednesday, Tuesday, Monday Shift : 5X8 Relocation Available : No Requisition ID : 8831 B. Braun Medical Inc., a leader in infusion therapy and pain management, develops, manufactures, and markets innovative medical products and services to the healthcare industry. Other key product areas include nutrition, pharmacy admixture and compounding, ostomy and wound care, and dialysis. The company is committed to eliminating preventable treatment errors and enhancing patient, clinician and environmental safety. B. Braun Medical is headquartered in Bethlehem, Pa., and is part of the B. Braun Group of Companies in the U.S., which includes B. Braun Interventional Systems, Aesculap® and CAPS®. Globally, the B. Braun Group of Companies employs more than 64,000 employees in 64 countries. Guided by its Sharing Expertise® philosophy, B. Braun continuously exchanges knowledge with customers, partners and clinicians to address the critical issues of improving care and lowering costs. To learn more about B. Braun Medical, visit www.bbraunusa.com CAPS®, part of the B. Braun Group of Companies in the U.S., is the nation's largest network of outsourcing admixture pharmacies, has been delivering high-quality, same-day, admixture services and solutions to hospitals and outpatient facilities for more than 28 years. Along with the nation’s largest 503A sterile injectable outsourcing network, CAPS offers industry-leading batch compounding on a national scale through three 503B registered outsourcing facilities. With experience, capacity, and a passion for safety, CAPS is your 503B solution. Position Summary : The CAPS Customer Service manager leads a team in daily tasks aimed at the delivery of an exceptional customer experience. They will resolve escalated customer concerns, monitor team performance and provide coaching, maintain data metrics, and participate in process improvement teams to enhance efficiency and the overall customer experience. Responsibilities : Essential Duties Manages the customer service activities for the organization to ensure high level of customer service experience for CAPS’ clients. Manages a team of customer service representatives and provides coaching, and guidance. Identify and execute training opportunities for customer service representatives Establishes goals and metrics for the department and measures the team's performance. Provides reporting and data to management as required. Tracks customer complaints and inquiries and recommends changes to products or services to improve customer satisfaction. Handles complex and high-touch inquiries / issues / complaints from customers. Responsible for personnel actions including hiring, performance management, termination. Works with cross functional work team members such as Human Resources, IT, Operations, and Sales. Support development and proliferation of the annual corporate objectives.The job function listed is not exhaustive and shall also include any responsibilities as assigned by the Supervisor from time to time. General : It shall be the duty of every employee while at work to take reasonable care for the safety and health of himself / herself and other persons. Expertise : Knowledge & Skills Requires full working knowledge of relevant business practices and procedures in professional field. Uses standard theories, principles and concepts and integrates them to propose a course of action. Manages entry to intermediate level employees of a department or a function with 1 or 2 sections. Ensures budgets, schedules, and performance requirements are met. Judgement is required in resolving complex problems based on experience. Interacts with internal and / or external clients and customers to negotiate and interpret information on projects and unit operations. May consult with senior management. Expertise : Qualifications -Education / Experience / Training / Etc Required : Bachelor's degree required. 04-06 years related experience required. Regular and predictable attendance Occasional business travel required Schedule is Monday-Friday 8am-5pm Salary range is $74,000-$93,000 / yr benefits While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to handle or feel and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and / or move up to 20 pounds. Responsibilities : Other Duties : The preceding functions have been provided as examples of the types of work performed by employees assigned to this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this description are representative of the knowledge, skill, and / or ability required. Management reserves the right to add, modify, change or rescind the work assignments of different positions due to reasonable accommodation or other reasons. Physical Demands : While performing the duties of this job, the employee is expected to : Light work - Exerting up to 20 lbs of force occasionally, and / or up to 10 pounds of force frequently, and / or a negligible amount of force constantly to move objects. Lifting, Carrying, Pushing, Pulling and Reaching : Occasionally : Reaching upward and downward, Push / pull, Stand Frequently : Sit, Visual Acuity with or without corrective lenses Constantly : N / A Activities : Occasionally : Climbing stairs / ladders, Push / pull, Reaching upward and downward, Standing, Walking Frequently : Finger feeling, Hearing - ordinary, fine distinction, loud (hearing protection required), Seeing - depth perception, color vision, field of vision / peripheral, Sitting , Talking - ordinary, loud / quick Constantly : N / A Environmental Conditions : Occasionally : N / A Frequently : N / A Constantly : N / A Work Environment : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Noise Intensity : Moderate Occasionally : Other Frequently : N / A Constantly : Office environment IND123 The targeted range for this role takes into account a range of factors that are considered when making compensation and hiring decisions; included but not limited to : skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. Compensation decisions are dependent on the facts and circumstances of each case. The range provided is a reasonable estimate. B. Braun offers an excellent benefits package, which includes healthcare, a 401(k) plan, and tuition reimbursement. To learn more about B. Braun and our safety healthcare products or view a listing of our employment opportunities, please visit us on the internet at www.bbraunusa.com . Through its “Sharing Expertise®” initiative, B. Braun promotes best practices for continuous improvement of healthcare products and services. We are an equal opportunity employer. We evaluate applications without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected characteristic. Know Your Rights : Workplace Discrimination is Illegal, click here . All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status. Compensation details : 74000-93000 Yearly Salary PIce525ab51ecb-25448-39213763