Supervisor, Customer Care

Role Overview

• Supervises & oversees the day-to-day operations of a group of customer experience personnel.
• Coordinates referrals to appropriate technical, professional, or service personnel for follow-up.
• Monitors team output and responsiveness to telephone calls, emails, orders, quotes and order holds.
• Develops initiatives and programs to support Continuous Improvement (#CI).
• Drive improvements in Customer Service quality & efficiency and work to standardize it across the business.
• Responsible for training and development of staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.
• Screens incoming and outgoing calls and emails to ensure quality, customer service, and adherence to the policies and procedures of the organization.
• Collaborates with other departments to improve customer (internal/external)-impacting processes.

Requirements

• Bachelor’s degree or minimum of 5 years of related experience
• Project Management experience
• Proven implementation of process improvement
• Strong desire to lead, mentor and engage people
• Familiarity with JD Edwards, AutoCAD software
• Comprehension of architectural drawings
• Manufacturing experience preferred
• Excellent interpersonal and communication skills (written and verbal)
• Ability to work well in a team setting in a respectful manner
• Thorough knowledge of MS Office including Excel, PowerPoint, Word and Outlook

Benefits

• Competitive Salary
• Medical, Dental, Vision, LTD, AD&D, and Life Insurance
• Competitive vacation policy
• 12 Paid Holidays
• Annual Bonus Eligibility
• Educational Reimbursement
• DCPP with eligible matching
• Employee Stock Purchase Plan – purchase company stock at a discount!