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Customer Care Supervisor

4 weeks ago

Itasca, United States WernerCo Full time

About Us:
**WHY WERNER? BECAUSE WE ARE THE PRO'S CHOICE** You will find our market leading products and brands on trucks and job sites all over the world. Focusing on end users' needs drives our success. Our entire product development process—from research to engineering to manufacturing to commercialization—creates products that ensure ease of use, productivity, durability and safety for the end user. On jobsites across America and the world, WernerCo brands are most preferred.

Overview:
The Customer Care Supervisor is a core member of the North American Customer Care Team. This role is responsible for creating an environment that promotes a high level of engagement among associates through clear communication and frequent coaching of associates to ensure key business metrics are delivered.

Key Success in this role requires the blend of critical thinking and leadership skills in a high volume, focus and performance driven service team where the goal is always to enhance the customer experience.

**Responsibilities**:
OPERATIONS MANAGEMENT:
1. Fulfilling supervisory responsibilities in accordance with Werner Co’s policies and procedures

2. Management of Service Level Agreements, quality, and customer experience

3. Ensures that service requests and response time is within target by proper distribution of workload and frequent monitoring of all pending requests.

4. Develop strategies to avoid backlogs due to increased volumes or staffing issues.

5. Troubleshoot issues relating to process affecting SLA compliance

Identifying and eliminating barriers to accuracy, productivity, and quality inclusive of routine service audits.

6. Communicating and re-enforcing policies to associates as the primary information source for staff.

7. Serves as first level escalation point for customer complaints and urgent issues preventing the fulfilment of a customer order and satisfying our customer inquiries.

8. Works directly with internal teams as needed to resolve customer queries or concerns.

PEOPLE MANAGEMENT:
1. Manages timesheets, attendance and ensures schedule compliance to ensure proper staffing.

2. Developing and achieving performance goals for an individual and team

3. Leading and development of associates; responsible for the monitoring, coordination, and evaluation of performance of the team

4. Conducts documented one-on-one sessions once a month to review individual performance to goal, provide feedback and discuss any topics deemed necessary.

5. Conducts or suggests trainings needed by direct reports to ensure they have the knowledge, skills and equipment required to conduct their functions effectively and efficiently.

6. Discipline Management - Monitors that the team abides by operational and company policy and give sanctions if or when necessary.

7. Mentoring employees with high growth potential

8. Lead daily team meetings and routine engagement activities.

Customer Care employees at all levels are expected to:

- Own the customer experience - think and act in ways that put our customers first and make them promoters of our products and services.
- Creatively identify opportunities for technology to enable increased service levels and automation.
- Understand and adhere to corporate and departmental policies & procedures.
- Set clear expectations by providing accurate information and transparent communication.
- Educate and promote self-service options to our customers.
- Actively participate in all necessary training programs.
- Proactively provide and communicate process & system improvement needs.
- Work in a fast-paced, structured, dynamic, and high transaction environment, with the ability to maintain composure in stressful situations.
- Regular, consistent, and punctual attendance.
- Win as a team - make big things happen by working together and being open to innovative ideas.

Qualifications:
MINIMUM QUALIFICATIONS:

- High school diploma with 2+ years of experience in a Supervisor/Team Lead role in a Customer Service or Support environment.
- Lead/supervisory experience for a minimum of 10 employees.
- Excellent interpersonal, written, and oral communication skills must be able to lead team meetings and interact well at all levels of the organization.
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
- Ability to coach employees and implement action plans to resolve performance barriers.

PREFERRED QUALIFICATIONS:

- Bachelor’s degree preferred such as Computer Science, Science, Commerce, Business.
- 1+ year of call center and/or order fulfillment experience
- 1+ years of training experience
- Experience working in Salesforce and/or Oracle.

EEO Statement:
WernerCo is committed to fostering, cultivating, and preserving a culture of diversity, equity and inclusion. WernerCo is an equal opportunity employer and prohibits discrimination and harassment of any kind. All qualified applic

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