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Customer Solutions Supervisor
4 months ago
**Who are we?**
Our passion for coffee makes SEB Professional North America a growing company
We are in the professional coffee machine business managing three leading global brands: Schaerer, WMF, and Wilbur Curtis.
You can find our coffee machines in convenience stores, hotels, and restaurants worldwide. Chances are you have enjoyed a cup of coffee brewed by one of our products during your morning coffee run at McDonald’s, Dunkin Donuts, Starbucks, or Tim Hortons.
SEB Professional is a subsidiary of Groupe SEB, a large French consortium and the world’s largest manufacturer of cookware in more than 150 countries, with 36,000 employees and over €8,1 b in sales annually. Notable brand names associated are Tefal, T-Fal, Krups, Lagostina, Rowenta, Moulinex, SUPOR, Arno, Emsa, All-Clad. Our Company operates in the Professional Coffee Machine division.
Salary Range**:$90,000 DOE
**What you’ll do?**
Dedicated to delivering seamless customer experiences the Customer Solutions Supervisor, plays a pivotal role in ensuring the smooth operation of the customer solutions department. The Customer Solutions Supervisor are responsible for leading the team of Customer Solutions coordinators and Customer Solutions Account Managers, overseeing their performance, ensuring ownership of the customer experience and that all customer inquiries and concerns are addressed promptly and efficiently. The primary goal is to maintain high levels of customer satisfaction and loyalty while adhering to company policies and standards. Focusing in addition on team member development fostering a supportive and growth-oriented work environment and strong camaraderie.
**Key Responsibilities**:
Proactive Communication
- Communicate effectively with customers and internal stakeholders, providing updates on timelines, scope changes, and any new information impacting the roll out and order fulfilment. Regularly organizing customer meetings.
- Serve as a central point of contact for all project
- and order-related inquiries, demonstrating a proactive approach to addressing customer needs.
Team Leadership
- Lead, motivate, and coach a team of Customer Solutions coordinators and Customer Solutions Account Managers to ensure they provide exceptional service to customers.
- Conduct regular team meetings to discuss performance, address issues, and communicate updates.
- Provide ongoing training and development opportunities to enhance the skills and knowledge of team members.
- Set clear performance expectations and goals for team members and provide regular feedback on their performance.
Customer Support
- Oversee the handling of customer inquiries, complaints, and escalations to ensure timely and satisfactory resolution.
- Monitor customer solutions metrics, such as response times and customer satisfaction scores, and take appropriate actions to improve performance.
- Act as a point of contact for complex or escalated customer issues and work closely with other departments to resolve them.
Process Improvement
- Identify areas for improvement in customer solutions processes and procedures and support implementation of solutions to enhance efficiency and effectiveness.
- Analyze customer feedback and trends to identify recurring issues and propose solutions to address them.
Quality Assurance
- Conduct regular quality assurance assessments of customer interactions to ensure consistency and adherence to company standards.
- Provide feedback and coaching to team members based on quality assessment results to drive continuous improvement.
- Implement quality control measures to maintain high standards of service delivery.
Reporting and Analysis
- Prepare and present regular reports on key performance metrics, trends, and insights to management.
- Use data-driven insights to identify opportunities for improvement and make recommendations for strategic initiatives.
- Monitor industry trends and best practices in customer service and make recommendations for adopting new technologies or processes.
High-level Cross-functional Collaboration
- Stay connected and updated with all departments of SEB professional North Americas being the voice of the customer to ensure optimal implementation and execution while contributing to the final solution offering customer insights and business expertise.
**What you need to be successful in this role**:
- Bachelor’s degree in Business Administration, or a related field preferred. 4-6 years relevant experience can be substituted for a degree.
- A minimum of 5 years’ experience within Customer Service including experience in a project management role with a demonstrated track record of results.
- Leadership skills: Demonstrated ability to motivate, coach, and lead a team effectively.
- Superior computer skills; well-versed in Microsoft Office Suite, intermediate knowledge of Excel; experience using shared system resources (e.g., SharePoint, Teams).
- SAP, Salesforce, or other ERP experience highly pr
