Customer Care Supervisor, Parts Central, Heil Environmental

Environmental Solutions Group stands at the forefront of sustainable innovation, dedicated to transforming the waste industry with eco-friendly equipment and technology solutions, all designed to improve the lives of our customers, and their communities.

 

This Connected Collections® ecosystem integrates advanced technology across our brands, including Heil® refuse collection vehicles, Marathon® Equipment compaction and recycling equipment, 3rd Eye® technology solutions, Soft-Pak® waste hauler software, Curotto-Can® automated carry cans, Bayne® lifting products, and Parts Central® OEM parts.

 

Driven by a mission of “Improving Lives,” our best-in-class teams, innovative products, and advanced technology work tirelessly to leave a lasting legacy of excellence and environmental stewardship, ensuring a greener, healthier planet for generations to come.

 

For more information, visit www.doveresg.com.

Operating Company:  Environmental Solutions Group - Heil Environmental

Location:  Fort Payne, AL

Reports to:  Director, Parts Operations

Department:  Customer Care

 

POSITION SUMMARY:

The Customer Care Supervisor supervises the team of Customer Care Representatives.  This person plans, directs, and controls the execution of the customer parts orders to ensure on time shipment, timely feedback, and a high level of customer satisfaction.  Assists Customer Care in the day-to-day operations.  Identifies areas for improvement and initiates corrective actions that promote a high level of customer satisfaction.

 

Heil Customer Care Representatives must display the highest degree of teamwork, sense of urgency, and attention to detail to be successful. As processes are refined across Heil’s manufacturing facility, Customer Care Representatives need the ability to implement and effectively communicate new policies, processes, and services in support of the overall customer satisfaction goal.

 

The qualified individual will have the ability to understand the internal manufacturing and quality systems utilized, and then apply this knowledge to drive problem resolution for customer order issues.  The position will require the individual to communicate routinely with management, sales, operations, supply chain, key customers, local dealers, and end users in the performance of order management

 

ESSENTIAL JOB FUNCTIONS INCLUDE:

• The qualified individual will have strong interpersonal and communication skills.  The Customer Care Supervisor should be able to identify with the customer’s problems while having the internal drive to systematically work through and solve customer issues effectively.  Internal problem solving will include working with customers, and other Heil departments to analyze data, brainstorm solutions, and determine the root cause of the problems for permanent resolution.  The ability to work as part of a team to solve problems is critical to success.
• The successful candidate should be able to multi-task numerous job responsibilities with minimal direction.  The CCR will work in a self-directed work team to meet company objectives while supporting and meeting customer needs.  The individual will be customer focused and have a "can-do" attitude to exceed customer expectations while balancing the policies and procedures of the company.  The CCR will be an excellent listener with a strong telephone presence.  They also must exhibit confidence and have the ability to sell their ideas effectively.
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