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Supervisor, Sales Support

Apply Share Job ID 1538 Category Customer Service/Accessioning Job Location Redwood City, California Posted Date 11/13/2019


The Supervisor, Sales Support, is responsible for assisting the Manager with all operational, and administrative processes associated with the Sales Support Team at Genomic Health, a subsidiary of Exact Sciences. A primary responsibility of this position is to assist in developing a world class customer service department that is both focused and highly responsive to our customer needs. In additional the Supervisor must promulgate and enforce the customer service policies and procedures of GHI in a reference lab environment.
The Supervisor, Sales Support, will oversee the activities of the Sales Support Specialists; participate in the development and administration of customer service policies and procedures to ensure consistent, high quality customer service and satisfaction; troubleshoot and resolve non-routine customer complaints; resolve any problems with incoming test requests, delivery dates or service and monitor our customers (internal/external) to ensure world class customer service throughout.

· Work with the Manager in the development and implementation of a world class customer service model that is ahead of the curve, anticipates changes in customer needs, is prepared to expand quickly/efficiently and is consider the best in the industry
· Manage all sales related service and support activities, including responses to incoming phone and email inquiries and elevates critical issues to the attention of the Manager when needed. Ensure that all activities within the Customer Service group are being performed and documented within established SOPs and Customer Service best practices
· Responsible for the daily management of the Nortel ACD call management system; monitoring daily call flow, average speed to answer and abandonment rates. Provide real time feedback to staff and provide individual and department historical stats via Symposium Call Management Reports on an as needed basis
· Participate in Call Monitoring Program to ensure quality service is provided to all GHI customers and document performance of staff in the areas of courteousness, knowledge, efficiency, promptness
· Represent the customer service department in inter-departmental meetings such as weekly Ops, Pre-Post Analytical and GAP calls with Quadax as needed
· Assist with overflow calls & provide back-up support as necessary during staff vacations, training, and offsite activities
· Assist the Manager in the interview, selection and hiring of new staff. Responsible for coaching and training of the Customer Relations Specialists, conducting monthly 1:1s and fostering an environment of open communication
· Assists the Associate Director, Customer Service in the Performance Assessments of the customer service staff by providing thoughtful feedback, documented performance outcomes and insight into their development plan
· Work closely with the CS Management Team to develop efficiencies between all CS teams and ensure that SOPs and best practices are met daily
· Assist as needed in the Sales Training Program for new sales representatives
· Attend and support regional sales calls and meetings
· Department Planning: Assist the Manager in establishing workload levels consistent with needs of customers; recommend and grow the customer service department as needed
· Communication: Communicate regularly with Manager, peers, internal and external partners
· Collaboration: Works closely with Manager and peers to identify unique opportunities for attainment of corporate objectives. Regularly attends meetings to understand needs and communicate deliverables
· Personal Development Plan: Works with Manager to identify and execute a personal development plan to increase/enhance his/her performance level and overall contribution to GHI
· Compliance: Operates within all applicable regulations as well as all standard operating procedures provided by GHI
· Use of Resources: Knows the resources available to him/her and uses these appropriately to maximize the client and patient experience with the GHI services


· Bachelor's Degree preferred
· 3+ years of customer service experience in a healthcare, or clinical reference laboratory preferred
· Demonstrated effective leadership skills
· Recognized by others, internally and externally, for strong interpersonal and influencing skills
· Highly creative at identifying new and different ways to problem solve
· An excellent team player - highly effective in working with others
· Highly effective at overcoming obstacles - tenacious and resilient
· Demonstrated potential for solid supervisory skills with mid-level employees in a corporate environment
· Basic scientific aptitude that will allow rapid learning of new technologies and clinical data associated with GHI services
· A deep understanding of drivers of customer satisfaction and an overt willingness to be an internal champion at GHI for the company, patients, and health care providers
· Ease of working with internal and external groups in reinforcing policy as well as accepting of suggestions for improvement.
· Outstanding written and verbal communication and public relations skills
· Detail oriented with the ability to track and manage multiple simultaneous tasks
· Strong organizational, prioritization skills
· Self-directed, able to operate independently
· Ability and desire to thrive in a high-pressure, technical client-services environment
· Significant knowledge of MS Office Suite, particularly MS Excel, and customer service systems are required


The Supervisor, Sales Support, is responsible for assisting the Manager with all operational, and administrative processes associated with the Sales Support Team at Genomic Health Inc.
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If you want to be part of a team that prides itself in teamwork and developing cutting-edge technology at Genomic Health, apply today!