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Customer Care Supervisor - Micro-Tech Endoscopy - Ann Arbor, MI

If you have leadership experience in a customer service environment, thrive in a fast-paced setting, and are a team player who enjoys resolving issues, then you should consider joining us!

About Us

Micro-Tech Endoscopy is a rapidly growing medical device company based in Ann Arbor, Michigan, with facilities in Asia, Europe, and the US. We save lives by partnering with doctors dedicated to innovation, and are committed to bringing the highest quality new devices to market, with unprecedented speed, at an economical price. We have an entrepreneurial culture, and capability to honor our commitments and turn concepts into reality.

About the Opportunity

We are seeking a full-time Customer Care Supervisor (CCS) with leadership experience in a Call Center. Our next CCS will provide exceptional customer service to both external and internal customers (internal customers include our sales team and other employees located in the field).

In this supervisory role, you will lead a team of Customer Care Associates that act as the hub of our operations - connecting the Sales, Warehouse, Customer Service, Quality and Finance functions. As a vital member of our start up team, you will wear different hats - providing support to multiple sides of the business. This position is heavily phone based and strong Excel skills are preferred.

There are five key areas of focus for this role:


  • Supervise a staff of 5-12 Customer Care Associates and will manage the daily workload to ensure required service volume and quality levels are attained.
  • Responsible for listening to calls, monitoring agent performance, and delivering evaluations and feedback.
  • Train and coach staff in standard policies, procedures, and best practices and will identify opportunities for operational improvements and implement solutions.
  • Contribute to the development of processes and procedures

Customer Service and Sales Support

  • Provide both internal and external customer service, including supporting the needs of our sales representatives.
  • Support our sales team by providing product information and support, generating sales quotes, sending demo and evaluation products to reps and customers, and generating sales metrics/reports.

Order Fulfillment

  • Take orders from customers, set up and monitor accounts, and work with the fulfillment team and the Customer Service Manager to ensure timely delivery to the customer.

Accounts Receivable

  • Work with customers to ensure that Micro-Tech receives payment for outstanding invoices.

General Support

  • Interface with the management team, supporting ad hoc requests.
  • Miscellaneous duties as assigned.

About You

  • Leadership experience in a Call Center environment required.
  • Experience providing excellent care and service to internal and external customers.
  • Experience managing a team: delivering evaluations, feedback, and performance reviews.
  • Experience in Customer Care in a medical device environment is preferred.
  • Experience working within large databases required.
  • Experience in Accounts Receivable: ensuring payment plans are recorded and communication with customers is documented.
  • Proficiency in Excel required.
  • Experience with customer order entry system(s) preferred, but not required.
  • Attention to detail and ability to develop relationships with people internal and external to the organization.

Pre-Employment Requirements

All offers of employment at Micro-Tech Endoscopy are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates and on all employees, who are promoted, as deemed necessary.

We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. ONLY Individuals interested in the position who are needing assistance completing the application process should phone 734-747-2936.

How To Apply

Please submit your resume via our online job portal here:
Job Details
  • Post Date:July 18, 2022
  • Category:
    Sales/Marketing/Customer Service
  • Industry:
  • Position Type: Full-Time
  • Experience: Mid Level
  • Location: 5864 Interface Drive Suite A
    Ann Arbor, MI 48104
  • Please submit your resume via our online job portal:
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