Customer Care Supervisor

3 days ago


Ontario, California, United States Regal Rexnord Corp Full time
Customer Care Supervisor Job Description

The Customer Care Supervisor is a key leadership role responsible for driving customer satisfaction and service levels within the Customer Care team. This role requires a strong leader who can manage workflow, train and develop team members, and identify opportunities for career advancement.

Key Responsibilities:
  • Manage workflow and prioritize tasks to achieve customer satisfaction and service level goals
  • Develop and implement training programs to enhance team member skills and knowledge
  • Conduct regular team meetings and one-on-one coaching sessions to ensure team members are aligned with company goals
  • Identify and apply career advancement opportunities for team members
  • Supervise direct reports in building strong customer relationships and delivering customer-centric solutions
  • Achieve key performance indicators (KPIs) by proactively addressing customer issues and gathering voice of customer (VOC) feedback
  • Deploy 80-20 principles to prioritize work for strategic customers and deliver white-glove service
  • Escalate customer issues and disputes to internal and external departments as needed
  • Proactively identify potential issues and involve others to drive resolution
Requirements:
  • 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, and reporting tools
  • Experience with Oracle and/or SAP (or other ERP systems) required
  • CRM platforms such as Salesforce or Microsoft Dynamics experienced required
  • Experience navigating and utilizing corporate websites and eCommerce platforms required
  • Demonstrated mechanical or technical aptitude and ability to read drawings desired and troubleshooting technical issues
  • Demonstrates a high level of product knowledge to address complex customer inquiries
  • Team-oriented with the ability to influence, organize, lead, and motivate others
  • Consistently demonstrated patience and approachability with other team members
  • Demonstrates ability to work and 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 and organizational skills
  • Superior and consistent ability to manage daily workload within department
Benefits:
  • Medical, dental, vision, and prescription drug coverage
  • Spending accounts (HSA, Health Care FSA, and Dependent Care FSA)
  • Paid Time Off and Holidays
  • 401k Retirement Plan with matching employer contributions
  • Life and Accidental Death & Dismemberment (AD&D) Insurance
  • Paid Leaves
  • Tuition Assistance


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