Customer Service Supervisor

Company Description

We Are Bosch.

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our areas of activity are every bit as diverse as our outstanding Bosch teams around the world. Their creativity is the key to innovation through connected living, mobility, or industry. Bosch Home Comfort is a leading source of high-quality heating, cooling, and hot water systems. At Bosch Home Comfort we are committed to reinventing energy efficiency by offering smart products that work together as integrated systems and enhance quality of life in an ultra-efficient and environmentally friendly manner.

Let’s grow together, enjoy more, and inspire each other. Work #LikeABosch

• Reinvent yourself: At Bosch, you will evolve.  
• Discover new directions: At Bosch, you will find your place. 
• Balance your life: At Bosch, your job matches your lifestyle. 
• Celebrate success: At Bosch, we celebrate you. 
• Be yourself: At Bosch, we value values. 
• Shape tomorrow: At Bosch, you change lives. 

Come Join us in Londonderry, NH and learn how we work #LikeABosch!

Job Description

The Customer Service Supervisor supports the delivery of an excellent customer service experience.  They coach Customer Service Specialists to their highest potential, manage business process, facilitate workflow, and ensure compliance with policies and procedures for Bosch Home Comfort North America.  The Supervisor is a problem solver with a talent for finding ways to improve both the Associate and the Customer Experience. 

Job Duties & Responsibilities:

• Cultivate a culture that fosters collaboration and teamwork within and across organizational work groups in different locations including a Tier 1 third party contact center.
• Builds strong team of critical thinkers. Responsible for the development and motivation of staff, encourages and develops skills in employees, and performs coaching and feedback.
• Coordinate and supervise day-to-day workflow. Prioritize work and delegate tasks to ensure proper coverage of functions including call handling, email processing, order entry, open order review, training and employee requests.
• Drive performance using data driven methods (i.e. Team KPIs) and deliver recognition and action plans as appropriate with clear measures of success.
• Contribute to and implement organizational strategy. Oversees specific departmental projects; Key role in larger projects for infrastructure e.g. technology improvements, self-service initiatives, etc. Understands importance of change management.
• Involved in new hire selection and training.  Ensures all associates have a full understanding of departmental procedures, products and services.  Drives cross training initiatives to build a balanced workforce.
• Continually look for ways to improve the performance of the team by identifying and implementing opportunities to streamline, train or automate.
• Exercise judgement in resolving escalated operational and customer service issues.
• Takes personal initiative and responsibility for development and performance of self and encourages the development of others. Seeks out and responds to customer feedback.
• Travel 15% domestic and international.
• Perform any other duties as assigned.

Qualifications

Basic Qualifications

• High school diploma required, college degree preferred or equivalent work experience.
• Minimum 5 years in a customer support role required, with inside sales experience a plus.
• 3+ Years of managing teams in a Customer Service or Account Management role. 
• 3+ years of experience with Microsoft Office Suite, Microsoft Teams.

Preferred Qualifications

• Excellent verbal, written and interpersonal communication skills.
• Comfortable leading, coaching and team building in both in-person and remote work environments.
• Project leadership, program management or training experience.
• Critical thinker with strong sense of ownership and initiative to find and drive improvement opportunities. 
• Skilled at time management and experience with balancing multiple priorities.
• Team player, comfortable with change, self-motivated and directed.
• Experience in Call Center Environments and familiarity with Call Center KPIS.
• Experience with multi/omni-channel customer support platforms and strategy (i.e. chat, self-service, bots, AI, direct sales support)
• Detailed understanding of ERP functionality, SAP e