B. Braun

CAPS Customer Service Manager

Job Locations US-PA-Allentown
Requisition ID
2022-20948
Company
Central Admixture Pharmacy Services, Inc.
# of Openings
1
Category
Customer Service
Position Type
Regular Full-Time
Shift
8:00 am - 5:00 pm (Monday - Friday)
Site
CAPS

Overview

CAPS®, 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.
CAPS is part of the B. Braun Group of Companies in the U.S.

 

Responsibilities

Position Summary:

 

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.

 

Qualifications

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

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.

 

 

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Additional Information

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

What We Offer

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.

Notices

Equal Opportunity Employer Veterans/Disabled

 

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