Customer Care Supervisor

<p><b>Position Summary:  </b></p><p></p><p>The <b>Customer Care Supervisor</b> is responsible for supporting organizational effectiveness by providing leadership, coaching and development for the team and driving continuous improvement to deliver a best-in-class customer experience. This leader will provide overall direction to their group around achieving targeted KPIs and continuous improvement initiatives. This position will serve as a primary contact for internal and external customer escalations. The Customer Care Supervisor effectively manages direct reports. This drives a superior customer experience and fosters teamwork by engaging the team to embrace the continuous improvement mind-set.</p><p></p><p>The Customer Care Supervisor role requires a solution-oriented leader who can build strong internal and external customer relationships. This leader accepts a challenge with a sense of urgency, high energy, and enthusiasm. The Supervisor demonstrates an ability to help the team prioritize work to align around the customer experience goals. A CCS demonstrates a high level of situational adaptability and flexes his/her approach real time to match the shifting demands of different situations and to enable effective coaching and development of associates.</p><p></p><p>The ideal candidate thrives in a fast-paced environment, is a natural leader with a "can do" attitude and a strong drive to challenge the status quo.</p><p></p><p><b>Job Duties:</b></p><ul><li>Manage workflow of department with a focus on driving increased levels of customer satisfaction and service levels</li><li>Manage ongoing training, quality &amp; new hire recruitment for Customer Care team</li><li>Conduct weekly team huddle meetings &amp; monthly on-one-one with direct reports</li><li>Identify &amp; apply career advancement opportunities for Customer Care team</li><li>Supervises Direct Reports in building strong customer relationships and delivering customer-centric solution</li><li>Achieves KPIs by proactively addressing customer issues/gaining VOC</li><li>Deploys 80-20 principles for overserving our strategic customers by appropriately <span>automating/segment/prioritizing</span> work for our Strategic Customers</li><li>Prioritizes “white glove”, proactive service for Strategic Accounts</li><li>Deploys innovative ideas that will drive a higher level of customer experience</li><li>Escalation point for direct reports, customers &amp; external departments, assisting team in resolving customer issues &amp; disputes, continuing to escalate as appropriate</li><li>Proactively identifies potential issues and effectively involves others to drive resolution; handles routine escalations</li><li>Excellent track recorded of taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm</li><li>Drives continuous improvement initiatives within department</li><li>Assist White dot owners of department strategic initiates as needed.</li><li>Onsite office presence required</li><li>Further tasks outlined on RACI &amp;/or assigned by leadership</li></ul><p></p><p><b>Education, Experience &amp; Skills Required: </b></p><ul><li>Bachelor’s degree required</li><li>Five to seven years of professional Customer Care experience required</li><li>Minimum of 5-7 years’ experience within the Regal Rexnord Customer Care Team or Comparable business experience</li><li>Experience leading or managing a Customer Service team</li><li>Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems required.</li><li>Advanced Excel Skills required: VLOOKUP, pivot tables &amp; reporting tools</li><li>Experience with Oracle &amp;/or SAP (or other ERP systems) required</li><li>CRM platforms such as Salesforce or Microsoft Dynamics Experienced required</li><li>Experience navigating and utilizing corporate websites &amp; eCommerce platforms required</li><li>Demonstrated mechanical or technical aptitude &amp; ability to read drawings desired &amp; troubleshooting technical issues</li><li>Demonstrates a high level of product knowledge to address more complex customer inquiries. Understands component make up of products and more depth knowledge of features and product functionality</li><li>Can process product <span>substitution/interchange</span> independently and demonstrates a high level of proficiency in catalog and eCommerce tools navigation</li><li>Team oriented with the ability to influence, organize lead &amp; motivate others</li><li>Consistently demonstrated patience and approachability with other team members</li><li>Demonstrates ability to work &amp; motivate in a highly dynamic team and fast-paced environment with continuous challenges</li><li>Consistently demonstrates situational adaptability and resourcefulness leadership</li><li>Leads by example in demonstrating Regal Rexnord core values.</li><li>Superior and Consistent <span>communication/interpersonal</span> &amp; organizational skills</li><li>Superior and Co