Customer Care Supervisor

About the opportunity:

A medical technology organization in Jacksonville is hiring a Customer Care Supervisor to lead a fully onsite customer care team. This role is a strong fit for someone who enjoys hands-on leadership, organized service operations, order management, and professional communication with internal and external stakeholders.

The Customer Care Supervisor will support a team responsible for order entry, customer support, internal sales support, repairs, returns, inventory visibility, billing corrections, and daily service execution. This is a practical, team-focused leadership role where strong communication, accuracy, and follow-through matter.

What you will do:

• Lead, coach, and support a Customer Care team of approximately 6 to 10 employees
• Manage daily priorities, team scheduling, workload distribution, phone coverage, and service expectations
• Support internal sales representatives, customers, surgeons or surgeon staff, warehouse partners, and operations teams
• Oversee order entry, order corrections, returns, repairs, loaners, credits, rebills, pricing issues, freight discrepancies, and related customer support needs
• Use ERP systems to support order processing, inventory visibility, returns, billing corrections, and reporting
• Monitor team performance, order accuracy, call handling, returns activity, and customer satisfaction metrics
• Maintain SOPs, work instructions, process documentation, and controls that support accuracy and consistency
• Help identify practical improvements to increase efficiency, reduce errors, and improve the customer experience

Required qualifications:

• Advanced experience in customer service, customer care, order management, contact center operations, sales support, or a comparable customer operations environment
• Demonstrated leadership experience in a customer service or customer operations setting
• Experience using an ERP system or order management platform
• Strong communication skills with the ability to work professionally with customers, internal teams, sales representatives, and business partners
• Ability to manage competing priorities, resolve order or customer issues, and support daily team execution
• Strong attention to detail, accuracy, documentation, and follow-through
• Ability to work fully onsite Monday through Friday in Jacksonville, FL

Preferred qualifications:

• Prior experience as a Customer Care Supervisor, Customer Service Supervisor, Order Management Supervisor, Contact Center Supervisor, Inside Sales Support Supervisor, Team Lead, or similar
• SAP experience
• Experience with order entry, returns, RMA processing, repairs, inventory visibility, billing corrections, credits, rebills, freight issues, or pricing discrepancies
• Experience supporting B2B customers, internal sales teams, healthcare customers, technical buyers, or other professional stakeholders
• Experience tracking KPIs, service levels, order accuracy, call handling, team productivity, or customer satisfaction metrics
• Experience with SOPs, process documentation, compliance-sensitive workflows, or audit-ready environments
• Experience with shipping systems, procurement portals, customer order portals, or supply chain platforms

Compensation and work model:

• Pay: $25 to $30 per hour
• Schedule: Monday through Friday
• Work model: Fully onsite
• Location: Jacksonville, FL 32246
• Interview process: One onsite interview, approximately 45 minutes

How to apply:

If you have experience leading customer service or customer operations teams and are comfortable working in a hands-on, order-focused environment, please apply with your resume for consideration.

Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity. Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law.

Contact information

Christian Kincer