Customer Service Supervisor

Vantage is a leading supplier of naturally derived specialty ingredients and formulations that cater to the evolving needs of industrial and consumer markets. Through our chemistries, our customer focus and our global footprint, we are ENABLING TOMORROW’S SOLUTIONS TODAY.

As a company on the move, you’ll be working as part of a collaborative team and getting to know the cultural diversity of our world. We learn from each other to constantly improve, adapt and iterate. We value the voice and talent of our colleagues by empowering them to drive their unique ideas to completion. We’re convinced that exceptionally motivated employees produce outstanding results. Most importantly, we know you’re going to like it here.  For more information visit: www.vantagegrp.com or LinkedIn/vantage

POSITION SUMMARY

The Customer Care Supervisor drives continuity and agility through the assigned Business Unit. With a focus on standardization and process improvement they lead and guide the Representatives to drive best in class customer service. They help establish service level agreements and build strong cross functional partnerships between sales, operations, supply chain, customer care and product management. Develop and monitor team management indicators and manage/Coaching each of the Customer Care Representatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Key responsibilities include, but are not limited to the following: 

• Ensure the team is providing customers with best in class customer support.

• Utilize key performance indicators to drive performance within the Customer Care business unit. tor management indicators for respective customer base.

• Identify gaps in customer care processes and partner with customer experience team to resolve.

• Working closely with Customer Care Representatives identify and carry out action plans based on customer satisfaction surveys.

• Remove roadblocks to teams success.

• Monitor satisfaction surveys and create and execute action plans based on the results.

• Organize and champion team of Customer Care Representatives.

• Coach and Develop team members supporting career growth and improving team’s capabilities.

Note: The duties listed above are not all inclusive and may be subject to periodic updating or revision.

The Ideal Candidate

Desired Background

5 years of experience in Customer Service/Care roles. Bachelor’s degree required. A minimum of 2 years of proven people leadership experience required.

Knowledge, Skills & Talents

More specifically, we would seek the following attributes and competencies for the position: 

• Excellent oral and written communication skills.

• Ability to apply good judgment skills as needed to determine when to escalate.

• Problem-solving and analytical assessment capability.

• Proven ability to work under pressure and successfully handle multiple priorities while

• promoting a friendly and engaging work environment.

• Working with KPIs and reporting.

• Experience with multicultural teams.