Customer Care Supervisor

Amcor•Indianapolis, MA

6d•Remote

About The Position

Oversees daily operations of the customer care department with direct responsibility for Customer Care Specialists, Senior Reps, and Customer Care Representatives. Leads front-line workforce by example ensuring the flow of communication is timely and customer accounts are evenly distributed for balanced workloads and appropriate coverage. Interacts with internal and external customers to provide solutions and process information in response to needed support. Monitors team performance to confirm exceptional service levels are delivered and departmental goals are achieved. Identifies opportunities for improvement in processes, procedures, and personnel and implements action plans to certify standard operating procedures are followed. Acts as a coach, leader, and mentor within the group to achieve departmental goals and promote continued personal and professional growth of self and subordinates. Takes accountability for customer satisfaction and service levels.

Requirements

Bachelor’s degree or five (5) years of business experience in a customer service or related role
Strong managerial skills including problem-solving and conflict resolution
Excellent communication; written, verbal, and interpersonal skills
Strong time management, organizational, analytical, multi-tasking, and decision-making skills
Ability to work independently and as part of a high-performing team with emphasis on accuracy and details
Proficient with Microsoft Office applications and presentations
Strong understanding of ERP system
Travel may be required

Nice To Haves

Experience pulling and analyzing data in Cognos, JDE World Writer, Powe BI, and Tableau is preferred

Responsibilities

Manage, motivate, communicate job expectations, and ensure proper training for all departmental staff.
Develop and document training protocols and implement customer care strategies to improve service quality.
Enforce company policies, and department procedures, and support continuous improvements to optimize manual processes through automation.
Facilitate open communication and team engagement within and among team members.
Proven leadership experience and ability to inspire employees to deliver outstanding customer experiences.
Possess an advanced understanding of all related systems and departments pertaining to Customer Care, Sales, Pricing, Operations, Scheduling, Shipping, Manufacturing, and Credit.
Knowledge of multiple product lines with cross-functional connections to act as a liaison between departments to support business needs.
Improve customer experiences by evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing change.
Participate in employee performance and salary reviews.
Receive, process, input, and monitor customers' orders from receipt to invoicing.
Contact customers and sales force promptly providing solutions to problems or alternative options.
Monitor customers' order patterns and service levels, acting as necessary to implement improvement.
Manage and assist with the resolution of customer CIOs/TICs, return authorizations, and customer deductions.
Perform special projects assigned by Manager or Director implementing customer-facing service and e-commerce solutions.

Benefits

Medical, dental and vision plans
Flexible time off, starting at 80 hours paid time per year for full-time salaried employees
Company-paid holidays starting at 8 days per year and may vary by location
Wellbeing program & Employee Assistance Program
Health Savings Account/Flexible Spending Account
Life insurance, AD&D, short-term & long-term disability, and voluntary benefits
Paid Parental Leave
Retirement Savings Plan with company match
Tuition Reimbursement (dependent upon approval)
Discretionary annual bonus program (initial eligibility dependent upon hire date)