Role Summary:

This Support Operations position is responsible for excellent customer service to both internal and external customers. This role encompasses support delivery, product education, process education, and career growth and development. This position is a lead position based in the Louisville office that is responsible for customer satisfaction and the development of direct reports. Support Operations seeks a motivated, detail-oriented professional who thrives in a fast paced and ever-changing work environment. This position oversees GHX Customer Support offerings and other products and services that fall under this classification. This position will report to the Manager, Operations Support. The Supervisor of Support Analyst executes various work requests and tasks for career development, corrective action, customer support satisfaction, and special projects as assigned.

This position requires effective time management skills, a passion for excellent customer service, performance excellence, attention to detail, and a high level of integrity and work ethic

Key Responsibilities

Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues. Monitor the predetermined quality metrics of a customer and implement resolutions if metrics are below acceptable levels. Escalate when appropriate. Proactively create projects and process efficiencies to constantly improve scalability, quality, and customer satisfaction. Provide clear and actionable instructions to Analysts for daily tasks and project work. Demonstrate effective time management of projects and meetings while adhering to deadlines. Mentor team members, refine processes, and develop resource materials. Mentor direct reports for career development and leadership skills. Improve self and team work ethic through continuous coaching and education. High level oversight of customer activity and account health to increase adoption of GHX’s recommended practices. Critically think to resolve technical problems and work cross-functionally when needed. Coordinate launch schedules of assigned product offering base and raise staffing needs to management Assist with identification and development of new system enhancements to benefit department offerings. Independently identify and execute performance action plans to increase engagement of the customer. Create, learn, revise, and communicate established process to all team members including internal management. Maintain a high performing team and analyze process for areas of improvement and quality assurance. Travel may be required (up to 10%)

Required Skills/Competencies

Proficiency in Microsoft Office applications, with advanced knowledge of Excel Ability to monitor & evaluate performance using KPIs not limited to CSAT, Occupancy, Shrinkage, Attrition, Productivity, Quality etc. Bottom Quartile Management, Employee Satisfaction. Ability to work with little direction or guidance Create outlines of projects and process documentation of GHX Support procedures Determined, detail oriented, and proactive individual Strong accountability and integrity Strong customer support and management skills Clear and effective verbal and written communication Salesforce knowledge or a relatable CRM tool (Zendesk) Webinar and other live training experience Ability to identify and solve internal and customer problems and increase customer efficiency and product value Proven ability to identify and solve problems and increase efficiency and product value Ability to locate areas of cost saving enhancements or product improvements for a given product or service Ability to participate and provide constructive feedback in developmental meetings with customers and GHX executives

Required Education, Certifications, and Experience

Bachelor’s degree OR 2+ years of healthcare and/or supply chain experience Minimum of 2-year experience in a team-oriented supervisor role OR an equivalent experience Proficiency within the Microsoft Office Suite, particularly Microsoft Excel, Word, and PowerPoint Strong organizational and project management skills 2+ years of experience with project management, customer success, training and/or customer service Supply Chain, MedTech – Saas, Healthcare RCM or Procurement, Material Management department or Customer Operation department history preferred Product knowledge of GHX products or relatable supply chain experience preferred