POSITION: Customer Care Supervisor
LOCATION: Customer Care, Commerce Park
REPORTS TO: Customer Care Team Manager / Manager, Customer Care Operations
Responsibilities:
1. Ensure adherence of Reports to policies and procedures to provide optimal and consistent customer service in a profitable and professional fashion.
2. Direct the daily activities of staff members such that the departmental and organizational objectives are successfully achieved.
3. Develop and implement measurement to identify and correct service deficiencies working closely with the Customer Care Management Team for process improvement through root cause analysis and measurement.
4. Work closely with all facets of the organization to provide superior customer service and develop a team possessing a collaborative approach between their personnel, Sales and the Distribution Center Managers to the benefit of our customers and organization.
5. Responsible for the development and focus of customer relationship management with both internal and external customers and Customer Care personnel, providing optimum support for the Victaulic Product Delivery System by maintaining a proactive and integrated communication flow with Sales, the Branch Managers and our customers regarding customer service issues.
6. Responsible to conduct mentoring and training activities for Customer Care Account Representatives, International Account Coordinators and Project Coordinators in a professional and effective manner and in an effort that supports the professional development of personnel and to ensure customer satisfaction and achievement of the organization’s goals.
7. Monitor adherence to process standards keeping employees continuously aware of standards and identify areas of training needs.
8. Responsible for conducting performance evaluation of Reports to ensure performance standards are met and to offer positive recognition and / or discipline as deserved or required.
9. Delegation of responsibility and tasks to team members to support effective succession and development plans of staff.
10. Adhere to and demonstrate evidence of practicing the Victaulic Principles of Leadership as represented by the 5 Practices and 7 Habits to promote areas such as team building, employee empowerment, motivation and process enhancement.
11. Maintain a strong partnership with the Distribution Centers and other departmental managers in the areas of freight management, shipping schedules and priorities, and creative problem solving.
12. Establish and conduct an active program of customer visits to develop clear knowledge of varying customer requirements.
13. Perform order monitoring and managing tasks as needed and in conjunction with the Customer Satisfaction Coordinator position.
14. Assist all other department disciplines in various areas as required for us to maintain our mission.
15. Utilize the Quality Improvement Process to fulfill the responsibilities of the position and improve work processes.
Qualifications: (Education, Experience, Personal Attributes)
1. B.S. / B.A. Degree preferred.
2. Possess proficient software skills with Microsoft Office products including: Word, Excel, Access, Project, and Power Point.
3. Minimum five years of customer service and Victaulic product knowledge.
4. Must possess proven leadership and collaboration skills and be an effective advocate of process improvement.
5. Must possess excellent communication skills.
6. Bilingual (English and Spanish) desirable.
7. Must be goal oriented, reliable, self-motivated and able to multi-task effectively.
8. Willing to be flexible in schedule and work occasional overtime.
9. Willing to make infrequent overnight travel.
