Customer Care Team Supervisor

Nilfisk•Brooklyn Park, MN

66d

About The Position

Oversee the day-to-day Customer Care experience, providing customers & team members with comprehensive information to solve their problems or assist them in making sound decisions and achieving customer satisfaction. Handles customer complaints and provides resolutions, bringing issues to manager's attention, when necessary, to ensure satisfactory service delivered. Cleaning is changing. Today, cleaning is a key contributor to health and safety, and a new clean is emerging, driven by technology and innovation. At Nilfisk we are a driving force in this development, and we work as one team with one agenda, supporting each other across an exciting, dynamic organization. Being part of Nilfisk means having the freedom to speak your mind and do what you do best. You will thrive by having a hands-on approach and the drive to bring your great ideas to life. At Nilfisk you can lead, innovate and collaborate for a cleaner future. Are you ready to make a change? We embrace diversity and equality with an environment of inclusion. We encourage everyone to apply for the position, regardless of origin, race, ethnicity, religion, physical or mental ability, gender, gender-identity or expression, sexual orientation, and age. Let's create a cleaner future together Cleaning has emerged as a key contributor to health and safety, sparked by technology and innovation. At Nilfisk we are a driving force in this development. Being part of Nilfisk means thinking outside of the box, bringing your inspiring ideas to life, sharing the results, and learning from your setbacks. We believe that diversity is our greatest strength - as we achieve the best results from a wide variety of views and approaches. At Nilfisk, you have the freedom to be yourself and express your opinions. Nilfisk is firmly committed to growth and sustainability in everything we do. You will be empowered in your role as you collaborate with passionate colleagues on a quest to create a cleaner future. Are you ready to make a change for a cleaner future?

Requirements

College education desired
Minimum of 5 years' customer service experience, with 3+ years' customer service leadership experience, preferably in a manufacturing environment
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 manners 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 reliability
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 SAP
Working knowledge of CRM systems, such as SFDC
Capability to learn new software

Responsibilities

Reviews daily stats, coaching as needed.
Conduct brushfire meetings with team weekly while communicating daily
Planning daily workloads & activities
Monitors KPI's ensuring attainment of metrics
Answers team member questions, assisting in decision making
Coaching and guides team to deliver great customer experience and grow career with Nilfisk
Select and develop partnership with Human Resources
Performs one on one meetings with team
Performs meaningful performance conversations for team members and provide feedback
Handles escalated customer issues from sales or customer care coordinator
Escalate issues as needed
Act as customer advocate
Handles inbound call volume/off-phone activities to support team members if needed