Customer Solutions Supervisor

Linde Gas & Equipment Inc.

Customer Solutions Supervisor

Location: Cahokia, IL

Linde Gas & Equipment Inc. is seeking a Customer Service Supervisor to join our team located in Cahokia, IL. 

The Customer Service Supervisor position is responsible for performing and monitoring day-to-day Customer Excellence Center (CEC) activities and processes in a customer service environment with the objective of creating an outstanding customer experience. 

The Customer Service Supervisor position requires hands on engagement with team members, external and internal customers, and daily activities with an eye for process adherence and improvement within the department and organization.

What we offer you!

• Competitive pay

• Comprehensive benefit plan (medical, dental, vision and more)

• 401(k) Retirement Savings Plan

• Paid time off (vacation, holidays, PTO)

• Employee Discount Programs

• Career growth opportunities

• Work/life balance 

• Pay range: $60,000 - $75,000 yearly (commensurate with experience)

• Additional compensation may vary depending on the position and organizational level

What you will be doing:

·      Responsible for client support in specific geographic region

·       Supporting the CEC in reaching productivity and service level goals for the department through monitoring of various daily reports and department planning including the monitoring of orders, monitoring cut and reschedules processed by CEC, scheduling, etc.

·       Performance Management of CEC Customer Solutions Specialists; coaching, development, and discipline

·       Supervise, train and coach Customer Solutions Specialists

·       Take a lead role in establishment, documentation and implementation of the CEC training plan for new hires.

·       Coordinate new hire shadowing, computer set up and training, and phone training handling customer calls.

·       Process improvement – Identify areas for process and improvement, take steps to implement, monitor and evaluate.  Uses Six Sigma, Lean & process mapping skills to improve processes and productivity

·       Demonstrates interpersonal, project management, professional written and verbal communication skills and a positive attitude

·       Prepares management reports as required

·       Ability to analyze data and develop strategic improvement plans based on trend patterns

·       Develop relationships with key sales, customer support, distributor, and region management personnel to achieve specific goals and service level standards

·       Utilizes excellent and professional communication skills to ensure that all internal and external customer needs are met.

·       Speak knowledgeably and comfortably about the CEC’s tasks and responsibilities, positively promoting the CEC to others.