Customer Service Supervisor

Company Description

MillerⓇ is about building things that matter. We lead the welding industry in building advanced, solution-focused products and meeting crucial needs for welding safety and health.

We’re about the partnership and the work. Our products are designed with our users for manufacturing, fabrication, construction, aviation, motorsports, education, agriculture and marine applications.

Miller Electric Mfg. LLC, is headquartered in Appleton, Wisconsin, and wholly owned by Illinois Tool Works (NYSE: ITW). The company maintains its industry leadership by setting the standard for reliability, quality and responsiveness.  Our tagline, “The Power of Blue®,” is inspired by the blue color of Miller equipment.

The company began with an innovation that responded to customer needs, growing from a one-man operation in 1929, to the world’s largest manufacturer of arc welding products. Miller keeps the tradition alive by focusing on its top priority: people.

Job Description

Miller Electric is about building things that matter.  As part of the Miller Customer Service team, you become an important part of how people build, repair, and create to make this a better, brighter world. This role will provide a challenging and rewarding work environment where you will create a positive experience for our customers through problem solving and fulfilling their needs. 

The primary function of this role is to be a leader within Miller’s customer service team, specifically for the order entry and operations team, providing support to our welding distribution partners and our field sales employees.

What You'll Do and Impact!

• Provide leadership, communication, coaching, performance management, professional development and skills enhancement for the order entry and operations customer service team to drive best in class customer experience.
• Energize the team, by driving clarity and conviction around “what” the vision is, “why” it matters and engage the team in “how” we execute linked to the ITW business model.
• Gather data, evaluate information, and present feedback to the support reps for increasing performance, overall productivity and skills sets.
• Lead the daily operations of a customer service team; ensuring all customer inquiries are handled in a consistent, friendly, and professional manner.
• Collaborate with customers and the field sales team to drive focus of the team.
• Resolve non-routine customer complaints and service issues to ensure a high level of customer satisfaction creating a best-in-class customer experience for all customer segments, through a differentiated customer service model.
• Analyze customer trends and address concerns with proactive solutions.
• Continuously provide process, policy, and operational improvements.
• Manage a variety of available resources (people, financials, processes, etc.) to achieve results and organizational goals. 
• Prioritize, assign, and monitor progress of tasks and projects.
• Build and maintain a positive work environment that fosters customer service excellence.
• Maintain a deep understanding of individual CSR skills, knowledge and experience, and coach the team to support employee growth and career planning. 
• Develop, hire, and retain a diverse pipeline of talent to proactively support business needs.

Qualifications

Minimum Education and Experience:

• Minimum of 5 years’ experience in customer service or equivalent role required.
• Strong interpersonal and communication skills required.

What you need to do to be successful in this role:

• Customer Service supervisory experience preferred.
• Ability to interact with all levels within and outside the organization. 
• Ability to work effectively in a dynamic and high-pressure environment, while providing calm and collected leadership.
• Comfortable working effectively and leading others through a rapidly changing environment.
• Post-Secondary degree preferred or related experience.
• Intermediate Proficiency in MS Office programs (Word, Excel, and PowerPoint) and exposure to Customer Relationship Management (CRM) systems preferred.

Additional Information

As an Equal Opportunity/Affirmative Action Employer, ITW does not discriminate in hiring or in the terms and conditions of employment because of an individual's race, color, religion, gender, national origin, age, disability, sexual orientation, marital status, veteran status, arrest record, citizenship or other categories protected by federal, state or local laws. EOE/M/F/Vet/Disability Information will be kept confidential according to EEO guidelines.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, expe