Customer Care Team Supervisor

JOB DESCRIPTION

JOB TITLE: Customer Care Supervisor

DEPARTMENT: Customer Care

REPORTS TO: Manager, Customer Care

MAJOR FUNCTION

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Day-to-day tactical operations:

• 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

Provides solid coaching and mentorship to team members:

• Select and develop partnership with Human Resources
• Performs one on one meetings with team
• Performs meaningful performance conversations for team members and provide feedback

Customer Satisfaction:

• 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

MINIMUM REQUIREMENTS

EDUCATION:

College education desired

EXPERIENCE:

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

KNOWLEDGE & PERSONAL ATTRIBUTES:

• 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

COMPUTER SKILLS:

• 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

Let's create a cleaner future together

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.

Nilfisk offers a competitive total compensation package. Benefits include 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, etc.

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?

Benefits

Nilfisk offers a competitive total compensation package. Benefits include 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, etc.

The estimated pay range indicates the expected annualized pay range for this position. It may not include potential bonus incentives such as annual bonus' as well as sales and sales related incentives, or overtime (on eligible positions). The actual pay offered may vary based on several factors, including the applicant's qualifications, relevant experience, unique skills, education level, certifications or licenses, and the location from which they will work. The final pay determination will comply with state or local minimum wage laws applicable to the job's location. We may ultimately pay more or less than the posted range. This range may be modified in the future.

Job applicant FAQ

Do you have questions regarding the recruitment process or alike? Please visit ourFAQ for job applicants.

Talent Acquisition Process

Nilfisk does not charge any fee at any stage of the recruitment process. We do not request payment or fees from candidates for any employment-related purpose. If you encounter any such activity, please report it immediately on the Nilfisk Whistleblower website.

Nilfisk is an Equal Opportunity employer. We consider all qualified applicants without regard to race, religion, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors.