Customer Care Supervisor

DeJOB DESCRIPTION

JOB TITLE:          Customer Care Supervisor                                                                                  

DEPARTMENT:   Customer Care

REPORTS TO:    Operations Manager, Customer Care          

MAJOR FUNCTION

Oversees the day-to-day Customer Care experience leading a team of 9-10 people and manage performance reviews and coaching. Providing customers & team members with comprehensive information to solve their problems or assist them in making sound decisions and achieve customer satisfaction.  Handles customer complaints and provides resolution, bringing issues to manager’s attention, when necessary, to ensure satisfactory service delivered. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Day to day tactical operations:

• Monitors KPI’s ensuring attainment of metrics

• Conduct coaching opportunities for the team and individuals

• Answers team members questions, assisting in decision making

• Planning daily workloads and activities

• Coaching and guides team to deliver great customer experience and grow career with Nilfisk

Provides solid coaching and mentorship to team members:

• Performs one on one meetings with team

• Performs meaningful performance conversations for team members and provide feedback

• Creates standard operating procedures and coaches team members.

Customer Satisfaction:

• Handles escalated customer issues from sales or customer care coordinator

• Escalates issues as needed

• Act as customer advocate

• Handles inbound call volume/off-phone activities to support team members if needed

MINIMUM REQUIREMENTS

EDUCATION:

College education desired

EXPERIENCE:

Minimum of 5 years customer service experience, with 3+ year’s customer service leadership experience.

Must have strong proven focus solution finding

Has proven history in solid attendance, leadership among peers, and has met metrics as assigned

Found, proposed, and improved at least 5 processes/procedures

KNOWLEDGE & PERSONAL ATTRIBUTES:         

• Good telephone manner to enhance relationships with customers

• Ability to be persuasive with customers, keeping customer satisfaction as a guiding factor

• Ability to plan, organize, and manage multiple tasks

• Ability to analyze problems and solve work related issues

• Excellent oral and written communication skills

• Able to interact with all functional areas and all organizational levels

• High level of attention to detail

• Solid attendance and reliable

• Accountable, quality driven

• High level of professionalism and solutions based decisions

• Demonstrated leadership skills among team

• Strong focus in solution finding with clear communication skills

• Team oriented with a solution mentality

COMPUTER SKILLS:

• Familiar with MS Word, Excel, and Office (Microsoft Suite)

• Working knowledge of ERP systems, such as LN/SAP

• Working knowledge of CRM systems, such as SFDC

• Capability to learn new software

Let’s create a cleaner future together

Clean is changing. Today, cleaning is a key contributor to health and safety, and a new clean is emerging, driven by technology and innovation. At Nilfisk we are a driving force in this development, and we work as one team with one agenda, supporting each other across an exciting, dynamic organization. Being part of Nilfisk means having the freedom to speak your mind and do what you do best. You will thrive by having a hands-on approach and the drive to bring your great ideas to life. At Nilfisk you can lead, innovate and collaborate for a cleaner future. Are you ready to make a change?

We embrace diversity and equality with an environment of inclusion. We encourage everyone to apply for the position, regardless of origin, race, ethnicity, religion, physical or mental ability, gender, gender-identity or expression, sexual orientation, and age.

Nilfisk offers a competitive total compensation package. Benefits include Health, Dental, Vision, Basic and Supplemental Life, Critical Illness and Accident Insurance, Flexible Spending Accounts, Health Savings Account with Company Contribution, 401K with Company Match, Long and Short Term Disability, Employee Assistance Program, Legal Plan, Parental Leave, Paid Vacation and Sick Time, Paid Volunteer Day, Tuition Reimbursement, Wellnes