Customer Care Supervisor

Nilfisk • Brooklyn Park, MN

1d

About The Position

Oversees the day-to-day Customer Care experience leading a team of 9-10 people and manage performance reviews and coaching. Providing customers & team members with comprehensive information to solve their problems or assist them in making sound decisions and achieve customer satisfaction. Handles customer complaints and provides resolution, bringing issues to manager’s attention, when necessary, to ensure satisfactory service delivered.

Requirements

• College education desired
• Minimum of 5 years customer service experience, with 3+ year’s customer service leadership experience.
• Must have strong proven focus solution finding
• Has proven history in solid attendance, leadership among peers, and has met metrics as assigned
• Found, proposed, and improved at least 5 processes/procedures
• Good telephone manner to enhance relationships with customers
• Ability to be persuasive with customers, keeping customer satisfaction as a guiding factor
• Ability to plan, organize, and manage multiple tasks
• Ability to analyze problems and solve work related issues
• Excellent oral and written communication skills
• Able to interact with all functional areas and all organizational levels
• High level of attention to detail
• Solid attendance and reliable
• Accountable, quality driven
• High level of professionalism and solutions based decisions
• Demonstrated leadership skills among team
• Strong focus in solution finding with clear communication skills
• Team oriented with a solution mentality
• Familiar with MS Word, Excel, and Office (Microsoft Suite)
• Working knowledge of ERP systems, such as LN/SAP
• Working knowledge of CRM systems, such as SFDC
• Capability to learn new software

Responsibilities

• Monitors KPI’s ensuring attainment of metrics
• Conduct coaching opportunities for the team and individuals
• Answers team members questions, assisting in decision making
• Planning daily workloads and activities
• Coaching and guides team to deliver great customer experience and grow career with Nilfisk
• Performs one on one meetings with team
• Performs meaningful performance conversations for team members and provide feedback
• Creates standard operating procedures and coaches team members.
• Handles escalated customer issues from sales or customer care coordinator
• Escalates issues as needed
• Act as customer advocate
• Handles inbound call volume/off-phone activities to support team members if needed

Benefits

• Health
• Dental
• Vision
• Basic and Supplemental Life
• Critical Illness and Accident Insurance
• Flexible Spending Accounts
• Health Savings Account with Company Contribution
• 401K with Company Match
• Long and Short Term Disability
• Employee Assistance Program
• Legal Plan
• Parental Leave
• Paid Vacation and Sick Time
• Paid Volunteer Day
• Tuition Reimbursement
• Wellness Reimbursement
• Scholarship opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree