Customer Service Supervisor

About Fisher & Paykel Healthcare

At Fisher & Paykel Healthcare, our dedication unites us in a shared mission to improve patient care and outcomes through world-leading healthcare solutions. We call this commitment Care by Design.

Our journey began in New Zealand over five decades ago when a visionary doctor and two ingenious engineers pioneered a new approach to respiratory health.

Today, we are a leading designer, manufacturer, and marketer of products and systems for acute and chronic respiratory care, anesthesia, and the treatment of obstructive sleep apnea. Our innovative products touch the lives of millions of patients annually while operating in over 120 countries worldwide.

We seek individuals who are passionate about having a lasting, positive impact. We value individuals who prioritize enduring relationships and creative thinking and who are driven to make a difference.

In return, we will support your personal and professional growth with our inclusive work environment, built on a foundation of care and collaboration.

Together, we form a team of compassionate individuals dedicated to purposeful work.

Care to join us and make a real impact?

Position Summary

The Customer Service Supervisor plays a pivotal role in leading, developing, and supporting a team of customer service professionals. This position is ideal for a strong, people-focused leader who is committed to empowering others to excel. The Customer Service Supervisor is responsible for cultivating a high performing environment where team members feel supported, trusted, and motivated to deliver exceptional service.

In this role, the Supervisor is essential in ensuring a positive experience for both customers and the sales force. They will lead and motivate the Customer Service team, establish clear customer satisfaction goals, and prioritize overall service excellence. The Supervisor will identify efficient and innovative solutions to customer service challenges while fostering strong, collaborative relationships with internal and external stakeholders.

This role is designed for professionals who thrive on collaboration and requires a full time onsite presence at our Irvine, CA headquarters to foster team work, innovation and connection.

Key Responsibilities

Leadership & Team Development

• Provide clear leadership that fosters collaboration and high performance.
• Coach, mentor, and conduct ongoing performance discussions to drive capability building and professional growth.
• Delegate effectively, encourage ownership, and promote continuous improvement initiatives within the team.
• Model professionalism, self-awareness, and effective and open communication to support a positive team culture.
• Build team capacity through continuous improvement, delegating effectively, trusting others to own their work, and coaching for growth rather than simply task completion.

Operational Excellence

• Oversee daily customer service operations to ensure timely, accurate, and quality service delivery.
• Track and analyze performance metrics to identify trends and areas for growth and improvement.
• Implement and maintain process enhancements, documentation, and controls to ensure accuracy, compliance, and operational consistency.
• Manage escalations through root cause analysis and cross-functional collaboration to deliver sustainable solutions. Promoting a learning culture.
• Maintain pricing accuracy and oversee order traceability, urgent order management, and return approvals, to contribute to sales overall success
• Serve as the primary liaison with distribution partners to resolve discrepancies and maintain seamless order flow.

Customer Experience

• Manage team workloads and optimize workflow processes for balanced, efficient operations.
• Empower team members to resolve customer concerns while ensuring service outcomes that reinforce customer trust and satisfaction.
• Monitor customer feedback trends and collaborate on strategies to advance customer experience.

Communication & Collaboration

• Partner with cross-functional teams to resolve issues, share insights, and support business objectives.
• Cultivate a customer-centric culture that emphasizes accuracy, empathy, accountability, and continuous improvement.

Qualifications

• Demonstrated ability to lead, coach, and develop a team.
• Strong problem-solving capabilities with a track record of effective delegation.
• Excellent communication and interpersonal skills, including active listening and the ability to influence without authority.
• Bachelor’s degree preferred
• Minimum of 8+ years of customer service experience, including 3+ years in a supervisory or leadership role.
• Proven experience managing multiple priorities, driving initiatives, and fostering cross-functional collaboration.
• Continuous improvement mindset with experience identifying root causes and implementing process enhancements.
• SAP/ERP experience is strongly preferred.
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Power BI).

Salary Range:

The anticipated salary range for candidates working in Irvine, CA, is $80,000 to $105,000 annually. This position is full-time, and exempt. The final salary offered to a successful candidate will depend on several factors that may include but are not limited to the type and length of experience within the job, type and length of experience within the industry, education, etc. Fisher & Paykel Healthcare is a multi-state employer, and this salary range may not reflect positions that work in other states.

In return, we will offer you an opportunity to work as part of a dedicated and energetic team at a company with a fantastic culture of commitment to our employees and customers. You'll have an opportunity to participate in a comprehensive benefits package that offers medical, dental, vision, life insurance, paid parental leave, 401k, employee stock purchase plan, and other options to meet the diverse needs of our employees.

US work authorization is a precondition of employment. Fisher & Paykel Healthcare will not consider candidates who require sponsorship for a work-authorized visa.

Company relocation benefits will not be provided for this position.

Fisher & Paykel Healthcare is an equal opportunity employer. The Company's policy is not to discriminate nor allow any employee to discriminate against any employee or applicant for employment based on race, color, age, religion, sex, national origin, disability, marital status, military status including veterans and disabled veterans, or any other protected status in accordance with all applicable federal, state, and local laws.

Fisher & Paykel Healthcare participates in E-Verify.

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Reasonable Accommodations

As an Equal Opportunity Employer, Fisher & Paykel Healthcare is committed to providing reasonable accommodation to applicants with disabilities. If you are interested in applying for employment with Fisher & Paykel Healthcare, and need special assistance or an accommodation to use our website, please contact us at [email protected].

When contacting us please provide your contact information and the nature of your accessibility issue. We will only respond to requests for reasonable accommodation.

EEOC - Know Your Rights

Reasonable Accommodations

As an Equal Opportunity Employer, Fisher & Paykel Healthcare is committed to providing reasonable accommodation to applicants with disabilities. If you are interested in applying for employment with Fisher & Paykel Healthcare, and need special assistance or an accommodation to use our website, please contact us at [email protected]

When contacting us please provide your contact information and the nature of your accessibility issue. We will only respond to requests for reasonable accommodations.

• EEOC - Know Your Rights

Reasonable Accommodations

As an Equal Opportunity Employer, Fisher & Paykel Healthcare is committed to providing reasonable accommodation to applicants with disabilities. If you are interested in applying for employment with Fisher & Paykel Healthcare, and need special assistance or an accommodation to use our website, please contact us at [email protected]

When contacting us please provide your contact information and the nature of your accessibility issue. We will only respond to requests for reasonable accommodations.

• EEOC - Know Your Rights