Philips
Supervisor, Order Management Customer Service (Murrysville, PA)
Philips, Pittsburgh, Pennsylvania, us, 15289
Supervisor, Order Management Customer Service (Murrysville, PA)
Great opportunity to manage the day-to-day operations of the Sleep & Respiratory Care Order Management customer service organization. This involves the supervision of Philips employees and, possibly, contractors.
Your role:
Ensure the proper end-to-end management of global customers (internal & external), and day-to-day functions, including supporting regional sales teams.
The supervisor is responsible for hiring, training and development of the Order Management Customer Service employees that support the Sleep and Respiratory Care division of Philips in accordance with our Quality System Procedures and Work Instructions, as well as changes in the business.
KPIs: Maintain service levels set forth by management. First Level of Escalation: be the first level of escalation for all customer related issues. Scheduling: Shift resources between customer service functions appropriately to ensure customer needs and expectations are met; maintain time tracking system for associates.
Process Improvement: Investigate process inefficiencies and suggest and implement improvements, utilizing different process improvement methodologies (i.e. Lean)
Associate Development: Discuss and assist with associate development, utilizing Philips’ tools (i.e. PPM, IDP); with assistance, address associate behavior as needed using corrective actions and performance improvement plans.
You're the right fit if:
3+ years’ experience in a Customer Service environment (business to business preferred) or related experience, required.
Associates degree in a business discipline or equivalent work experience. Bachelor’s degree preferred.
Experience directing and prioritizing workload among associates. Proven ability to solve non-routine customer concerns as they relate to current products highly desired.
Microsoft Office proficiency. SAP experience strongly desired.
You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Office/Remote (https://www.careers.philips.com/na/en/office/remote-sedentary-work-physical,-cognitive-and-environmental-pce-job-requirements) position.
How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.
This is an office role.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.
Learn more about our business (https://www.philips.com/a-w/about.html) .
Discover our rich and exciting history. (https://www.philips.com/a-w/about/our-history.html)
Learn more about our purpose. (https://www.philips.com/a-w/about/environmental-social-governance/our-purpose)
Learn more about our commitment to diversity and inclusion (https://www.careers.philips.com/na/en/diversity-and-inclusion) .
Philips Transparency Details
The pay range for this position in Murrysville, PA is $52,000 to $88,000.
The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.
In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here (https://www.philipsusbenefits.com/) .
At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.
Additional Information
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.
Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Murrysville, PA.
#LI-PH1
#LI-Office
It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.
Equal Employment and Opportunity Employer/Disabled/Veteran
Great opportunity to manage the day-to-day operations of the Sleep & Respiratory Care Order Management customer service organization. This involves the supervision of Philips employees and, possibly, contractors.
Your role:
Ensure the proper end-to-end management of global customers (internal & external), and day-to-day functions, including supporting regional sales teams.
The supervisor is responsible for hiring, training and development of the Order Management Customer Service employees that support the Sleep and Respiratory Care division of Philips in accordance with our Quality System Procedures and Work Instructions, as well as changes in the business.
KPIs: Maintain service levels set forth by management. First Level of Escalation: be the first level of escalation for all customer related issues. Scheduling: Shift resources between customer service functions appropriately to ensure customer needs and expectations are met; maintain time tracking system for associates.
Process Improvement: Investigate process inefficiencies and suggest and implement improvements, utilizing different process improvement methodologies (i.e. Lean)
Associate Development: Discuss and assist with associate development, utilizing Philips’ tools (i.e. PPM, IDP); with assistance, address associate behavior as needed using corrective actions and performance improvement plans.
You're the right fit if:
3+ years’ experience in a Customer Service environment (business to business preferred) or related experience, required.
Associates degree in a business discipline or equivalent work experience. Bachelor’s degree preferred.
Experience directing and prioritizing workload among associates. Proven ability to solve non-routine customer concerns as they relate to current products highly desired.
Microsoft Office proficiency. SAP experience strongly desired.
You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Office/Remote (https://www.careers.philips.com/na/en/office/remote-sedentary-work-physical,-cognitive-and-environmental-pce-job-requirements) position.
How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.
This is an office role.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.
Learn more about our business (https://www.philips.com/a-w/about.html) .
Discover our rich and exciting history. (https://www.philips.com/a-w/about/our-history.html)
Learn more about our purpose. (https://www.philips.com/a-w/about/environmental-social-governance/our-purpose)
Learn more about our commitment to diversity and inclusion (https://www.careers.philips.com/na/en/diversity-and-inclusion) .
Philips Transparency Details
The pay range for this position in Murrysville, PA is $52,000 to $88,000.
The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.
In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here (https://www.philipsusbenefits.com/) .
At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.
Additional Information
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.
Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Murrysville, PA.
#LI-PH1
#LI-Office
It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.
Equal Employment and Opportunity Employer/Disabled/Veteran