Customer Care Supervisor

Job Summary: 

Responsible for supervising and monitoring the daily work of customer care representatives including aiding in problem solving solutions, coaching and counseling associates and fostering high morale within the team environment. Aids in setting attainable goals relating to organizational objectives and assesses achievements.

Roles and Responsibilities:

• Plans, directs, supervises and evaluates the workflow of customer support representatives. 
• Provides the support needed to achieve their pursuit of providing the highest level of customer support.
• Ensures that customer support staff remains knowledgeable regarding the company’s latest product and
• sales information by scheduling and supporting frequent training.
• Sets KPI targets for the team and monitors achievements. Develops countermeasures when problems are identified. 
• Performs Human Resources activities including tracking of time and attendance, associate counseling, scheduling, tracking training needs, evaluating work performance and assisting in skill development.
• Identifies, recommends and implements operational improvements with the goal of improving the customer support experience for all new and existing customers.
• Develops all new and modified standard operating procedures for the customer care/order processing unit.
• Completes special projects as directed.
• Performs other duties as assigned.

Skills and Abilities:

• Excellent project management skills including the ability to define program, project or process objectives, identify customers/stakeholders and their interests, plan steps, and to coordinate resources to accomplish goals and objectives in an effective and timely manner
• Excellent written and verbal communication skills. Must be a skillful presenter that can interpret information based on a general knowledge of the organization, its products and procedures, and provide an independent explanation and discussion based on the technical or complex nature of the materials being discussed
• Excellent customer service skills with an ability to approach every business relationship partnership
• Excellent analytical skills with an ability to independently evaluate and develop innovative solutions to complex situations, applying knowledge of specialty area and use of sound judgement
• Excellent negotiation skills. Ability to resolve difficult or complicated situations that are often sensitive in nature. Recognizes and applies subtle cues in anticipating customers’ needs and potential next steps.
• Takes strong stand without indicating disrespect and seeks positive outcomes
• Demonstrated competency in working with computer software and mainframe applications to manipulate, analyze and reconcile data
• People management

Required Qualifications:

• Requires a Bachelor’s degree in business, marketing or related field and 8 or more years of relevant

Salary Range: $76,100 - $95,200

Benefits Summary:

• Health, Dental, Vision, Prescription Drug plans
• Life and Accidental Death & Dismemberment Insurance
• Flexible Spending Account
• Employee Assistance Program
• 401K with 4% company match
• Bonus Program
• Wellness Program
• Onsite Fitness Center (vary by location)
• Tuition Reimbursement
• Career Development and Ongoing Training
• Paid holidays and vacation
• Cafeteria and food markets (vary by location)
• Volunteer opportunities
• Employee recognition (employee and milestone events)

At DENSO:

DENSO is an advanced mobility supplier and global Fortune 500 company. Here, we innovate, create and make things to change how the world moves. We develop technology and components for major automakers worldwide, which you can find on nearly every vehicle make and model on the road today.

At our core, DENSO wants to make the world a better place. And, we have the ability to do so using our broad product portfolio, which spans mobility electronics, thermal systems, electrification systems, powertrain systems, sensors & semiconductors,