Shire Veteran Jobs

Postion: Supervisor, Customer Care

Reports To: Manager II, Customer Care

Location(s): Chino, California - OR - Florence, Kentucky - OR - Milwaukee, Wisconsin HQ - HYBRID

SCOPE OF ROLE:

The Customer Care Supervisor is responsible for supporting organizational effectiveness by providing leadership, coaching and development for the team and driving continuous improvement to deliver on a best-in-class customer experience. This leader will provide overall direction to their group around achieving targeted KPIs and continuous improvement initiatives. This position will serve as a primary contact for internal and external customer escalations. The Customer Care Supervisor effectively performance manages direct reports. This drives a superior customer experience and fosters teamwork by engaging the team to embrace the continuous improvement mind-set.

The Customer Care Supervisor role requires a solution-oriented leader who can build strong internal and external customer relationships. This leader accepts a challenge with a sense of urgency, high energy, and enthusiasm. The Supervisor demonstrates an ability to help the team prioritize work to align around the customer experience goals. A CCS demonstrates a high level of situational adaptability and flexes his/her approach real time to match the shifting demands of different situations and to enable effective coaching and development of associates.

The ideal candidate thrives in a fast-paced environment, is a natural leader with a "can do" attitude and a strong drive to challenge the status quo.

Our mission is to provide a seamless & effortless customer experience through demonstrating product & system expertise, ownership, accountability, cross departmental collaboration, and responsiveness. Our Customer Care Role is an excellent opportunity to join a forward thinking, dynamic, global Customer Care Team responsible for creating customer loyalty, reducing customer effort, and delivering solutions in every step of the customer journey, ultimately enabling growth. Join a team of highly motivated professionals with "can do" attitudes, a willingness to learn and a passion for process improvement.

MAJOR RESPONSIBILITIES:

• Manage workflow of department with a focus on driving increased levels of customer satisfaction and service levels

• Manage ongoing training, quality & new hire recruitment for Customer Care team

• Conduct weekly team huddle meetings & monthly on-one-one with direct reports

• Identify & apply career advancement opportunities for Customer Care team

• Supervises Direct Reports in building strong customer relationships and delivering customer-centric solution

• Achieves KPIs by proactively addressing customer issues/gaining VOC

• Deploys 80-20 principles for overserving our strategic customers by appropriately automating/segment/prioritizing work for our Strategic Customers

• Prioritizes "white glove", proactive service for Strategic Accounts

• Deploys innovative ideas that will drive a higher level of customer experience

• Escalation point for direct reports, customers & external departments, assisting team in resolving customer issues & disputes

• Proactively identifies potential issues and effectively involves others to drive resolution; handles routine escalations

• Excellent track recorded of taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

• Drives continuous improvement initiatives within department

• White dot owner of department strategic initiates

• Onsite office presence required

MINIMUM QUALIFICATIONS:

• Bachelor's degree required

• Five years of professional Customer Care experience required

• Minimum of 3-5 years' experience within the Regal Rexnord Customer Care Team or Comparable business experience

• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems required.

• Advanced Excel Skills required: VLOOKUP, pivot tables & reporting tools

• Experience with Oracle &/or SAP (or other ERP systems) required

• CRM platforms such as Salesforce or Microsoft Dynamics Experienced required

• Experience navigating and utilizing corporate websites & eCommerce platforms required

• Demonstrated mechanical or technical aptitude & ability to read drawings desired & troubleshooting technical issues

• Demonstrates a high level of product knowledge to address more complex customer inquiries. Understands component make up of products and more depth knowledge of features and product functionality

• Can process product substitution/interchange independently and demonstrates a high level of proficiency in catalog and eCommerce tools navigation

• Team oriented with the ability to influence, organize lead & motivate others

• Consistently demonstrated patience and approachability with other team members

• Demonstrates ability to work & motivate in a highly dynamic team and fast-paced environment with continuous challenges

• Consistently demonstrates situational adaptability and resourcefulness leadership

• Leads by example in demonstrating Regal Rexnord core values.

• Superior and Consistent communication/interpersonal & organizational skills

• Superior and Consistent ability to manage daily workload within department

#LI-AB1 #LI-Hybrid