Customer Service Supervisor

Coloplast Business Centre in San José, Costa Rica is a proud member of the global Business Centre, supporting Coloplast’s North American operations. We work closely with our colleagues in Szczecin, Poland, home to one of Coloplast’s largest and fastest-growing sites, with around 800 talented professionals. Together, we drive excellence across key business functions—creating a strong, collaborative foundation for Coloplast’s global success.

The role:

Responsible for overseeing all aspects of the department, including day-to-day operations, as well as supporting the sales management team.

Responsibilities:

• Serve as a liaison between the department and other areas within Comfort
• Handle supervisor calls from patients
• Complete reports or projects for upper management
• Analyze team members' activity and telephone reports on a daily basis
• Develop and maintain a productive organization; recommend policies and procedures for departmental operations
• Supervise personnel to assure adherence to company policies, goals and job duties
• Monitor production and achievement of departmental quotas
• Assist and support team members as necessary
• Monitor and review the bi-weekly incentives for subordinate coordinators and employees
• Provide timely briefings to department management as necessary or as requested
• Workforce management responsibilities include Interviewing, Hiring Authorizations, Computer Permissions, Insure timely performance evaluations, thorough and accurate documentation for counseling, productivity analysis, and allocation of resources.
• Coach and mentor staff. Encourage cooperation and team spirit.
• Create a culture where employees can work productively in a team environment. Motivate the department to meet and exceed the goals needed to secure patient referrals
• Develop and implement new processes, procedures, and training for all areas of the department to maximize productivity and efficiency while maintaining high quality standards. Document operational flows for procedural development
• Oversee the training and development of employees
• Analyze data utilizing several computer systems. Create, interpret, and generate departmental reports for productivity, performance, and operational purposes.
• Define additional reporting needs that outline and describe current issues and concerns within the group and or department as they relate to the quality of work.
• Additional duties required as directed by Management

• Requirements:
  High school diploma.
• English/Spanish bilingual
• DME experience
• Clerical skills including proficiency with data entry and computers programs
• Willingness to engage in telephone direct sales
• Ability to take initiative and work independently
• Call center experience is desired as position entails a high amount of customer interaction over the phone

Recruitment details

Please apply online with your CV in English. 
We will review all applications continuously and invite selected candidates further to the recruitment process. We will close the offer down once we find the best match to the role. 

Thank you!

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.

Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfil their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.

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