Role: Customer Care Supervisor
SCOPE OF ROLE:
- The Customer Care Supervisor is responsible for supporting organizational effectiveness by providing leadership, coaching and development for the team and driving continuous improvement to deliver on a best-in-class customer experience. This leader will provide overall direction to their group around achieving targeted KPIs and continuous improvement initiatives. This position will serve as a primary contact for internal and external customer escalations. The Customer Care Supervisor effectively performance manages direct reports. This drives a superior customer experience and fosters teamwork by engaging the team to embrace the continuous improvement mind-set.
The Customer Care Supervisor role requires a solution-oriented leader who can build strong internal and external customer relationships. This leader accepts a challenge with a sense of urgency, high energy, and enthusiasm. The Supervisor demonstrates an ability to help the team prioritize work to align around the customer experience goals. A CCS demonstrates a high level of situational adaptability and flexes his/her approach real time to match the shifting demands of different situations and to enable effective coaching and development of associates.- Our mission is to provide a seamless & effortless customer experience through _demonstrating_ product & system _expertise_, ownership, accountability, cross departmental collaboration, and responsiveness. Our Customer Care Role is an excellent opportunity to join a forward thinking, dynamic, global Customer Care Team responsible for creating customer loyalty, reducing customer effort, and delivering solutions in every step of the customer journey, _ultimately enabling_ growth. Join a team of highly motivated professionals with "can do" attitudes, a willingness to learn and a passion for process improvement._
MAJOR RESPONSIBILITIES:
- Manage workflow of department with a focus on driving increased levels of customer satisfaction and service levels-
- Manage ongoing training, quality & new hire recruitment for Customer Care team-
- Conduct weekly team huddle meetings & monthly on-one-one with direct reportsSupervises Direct Reports in building strong customer relationships and delivering customer-centric solution-
- Achieves KPIs by proactively addressing customer issues/gaining VOC-
- Deploys 80-20 principles for overserving our strategic customers by appropriately automating/segment/prioritizing work for our Strategic Customers-
- Prioritizes "white glove", proactive service for Strategic Accounts-
- Deploys innovative ideas that will drive a higher level of customer experience-
- Escalation point for direct reports, customers & external departments, assisting team in resolving customer issues & disputes-
- Proactively identifies potential issues and effectively involves others to drive resolution; handles routine escalations-
- Excellent track recorded of taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm-
- Drives continuous improvement initiatives within department-
- White dot owner of department strategic initiates-
- Onsite office presence requiredMINIMUM QUALIFICATIONS:
- Bachelor's degree required-
- Five years of professional Customer Care experience required-
- Minimum of 3-5 years' experience within the Regal Rexnord Customer Care Team or Comparable business experience-
- Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems required.-
- Advanced Excel Skills required: VLOOKUP, pivot tables & reporting tools-
- Experience with Oracle &/or SAP (or other ERP systems) required-
- CRM platforms such as Salesforce or Microsoft Dynamics Experienced required-
- Experience navigating and utilizing corporate websites & eCommerce platforms required-
- Demonstrated mechanical or technical aptitude & ability to read drawings desired & troubleshooting technical issues-
- Demonstrates a high level of product knowledge to address more complex customer inquiries. Understands component make up of products and more depth knowledge of features and product functionality-
- Can process product substitution/interchange independently and demonstrates a high level of proficiency in catalog and eCommerce tools navigation-
- Team oriented with the ability to influence, organize lead & motivate others-
- Consistently demonstrated patience and approachability with other team members-
- Demonstrates ability to work & motivate in a highly dynamic team and fast-paced environment with continuous challenges-
- Consistently demonstrates situational adaptability and resourcefulness leadership-
- Leads by example in demonstrating Regal Rexnord core values.-
- Superior and Consistent communication/interpersonal & organizational skills-
- Superior and Consistent ability to manage daily workload within departmentLeadership Competency:
- Decision Quality - Making good and timely decisions