Customer Care Supervisor

ITW•Troy, MI

49d

About The Position

Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700 associates nationwide who serve as valued partners to our customers. Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk. SUMMARY The Customer Care Supervisor will be responsible for the daily supervision and coaching of direct reports, some located remotely across shifts, ensuring a positive customer service experience for Customers. The Customer Care Supervisor will build a strong team and shape staff behaviors to accomplish desired department performance indicators. This position will play a collaborative role in growing and implementing standards and processes for the Customer Care Department. ESSENTIAL DUTIES AND RESPONSIBILITIES These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned. 20% Observe and evaluate performance to drive key performance indicators; close performance gaps and provide feedback. 15% Motivate the team through coaching, career planning and setting educational objectives. 15% Provide communication and training to assigned team around procedures and tools. 10% Lead the assigned team in developing a culture of high employee engagement with a focus on teamwork, excellence, and the customer (internal and external). 10% Provide timely order entry, updates, invoicing, and problem resolution for customers to assist team in reaching key performance indicators. 10% Obtain basic knowledge cross functionally within ITW Food Equipment Group in order to converse and coach team. 5% Receive, investigate, and resolve escalated customer service issues and inquiries from team. 5% Provide communication and training to assigned team around procedures and tools. 5% Supervise and coordinate the day-to-day operation of the team to ensure operation within corporate objectives and standards. 5% Work with management on customer service initiatives. 5% Make recommendations to management concerning staff and improvement of procedures. Supervisory Responsibilities This position has direct supervisory responsibilities and carries out these responsibilities in accordance with the ITW’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints, coaching for performance, and resolving problems.

Requirements

Associates degree and a minimum of 4 years of relevant experience or high school diploma/GED with equitable years customer service experience.
A minimum of 2 years' supervisory experience is required.
4+ years in customer service or call center experience.
Customer Service - a highly professional demeanor with excellent telephone skills and etiquette.
Utilizes various interpersonal styles and communication methods to positively assist and influence customers.
Must be dependable, have good attendance, be punctual, and have a positive attitude.
Prioritizes regular workload, special tasks and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within an established period.
Demonstrated ability to communicate orally with individuals from within and outside of the organization.
Effective organizational, leadership and presentation skills.
Proven leadership and collaboration skills with the ability to effectively supervise, coach and influence employees.
Performs with an elevated level of initiative exhibiting persistence and willingness to stimulate innovative ideas within the organization.
Takes calculated risks, makes strategic, results-oriented decisions, and accepts responsibility for the results (positive or negative).
Establishes and maintains effective, collaborative work relationships both internally and externally.

Responsibilities

Observe and evaluate performance to drive key performance indicators; close performance gaps and provide feedback.
Motivate the team through coaching, career planning and setting educational objectives.
Provide communication and training to assigned team around procedures and tools.
Lead the assigned team in developing a culture of high employee engagement with a focus on teamwork, excellence, and the customer (internal and external).
Provide timely order entry, updates, invoicing, and problem resolution for customers to assist team in reaching key performance indicators.
Obtain basic knowledge cross functionally within ITW Food Equipment Group in order to converse and coach team.
Receive, investigate, and resolve escalated customer service issues and inquiries from team.
Provide communication and training to assigned team around procedures and tools.
Supervise and coordinate the day-to-day operation of the team to ensure operation within corporate objectives and standards.
Work with management on customer service initiatives.
Make recommendations to management concerning staff and improvement of procedures.