Customer Service Supervisor

ZipRecruiter; Derry/Londonderry; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company is seeking a Customer Service Supervisor to enhance the client experience and lead a team of specialists in Derry/Londonderry. This role requires mentorship and strategic oversight in customer support processes while fostering collaboration within a dynamic, multi-channel environment. Ideal candidates will bring significant experience in customer service management and strong analytical and project management skills.

Benefits

Comprehensive benefits package

Health, dental, and vision plans

401(K) employer match

Paid time off

Qualifications

• Minimum 5 years in a customer support role required.
• 3+ years managing teams in Customer Service.
• Experience with call center environments.

Responsibilities

• Support delivery of excellent customer service experience.
• Manage day-to-day workflow and delegate tasks.
• Drive performance using data driven methods.

Skills

Project leadership

Analytical skills

Interpersonal communication

Problem solving

Team management

Education

High school diploma required

College degree or equivalent work experience

Tools

Microsoft Office Suite

Microsoft Teams

CRM systems

Power BI

Microsoft Dynamics

Job description

Job DescriptionJob DescriptionCompany Description

We Are Bosch.

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our areas of activity are every bit as diverse as our outstanding Bosch teams around the world. Their creativity is the key to innovation through connected living, mobility, or industry. Bosch Home Comfort is a leading source of high-quality heating, cooling, and hot water systems. At Bosch Home Comfort we are committed to reinventing energy efficiency by offering smart products that work together as integrated systems and enhance quality of life in an ultra-efficient and environmentally friendly manner.

Let’s grow together, enjoy more, and inspire each other. Work #LikeABosch

• Reinvent yourself: At Bosch, you will evolve.
• Discover new directions: At Bosch, you will find your place.
• Balance your life: At Bosch, your job matches your lifestyle.
• Celebrate success: At Bosch, we celebrate you.
• Be yourself: At Bosch, we value values.
• Shape tomorrow: At Bosch, you change lives.

Come Join us in Londonderry, NH and learn how we work #LikeABosch!

Job Description

The Customer Service Supervisor supports the delivery of an excellent customer service experience. They coach Customer Service Specialists to their highest potential, manage business process, facilitate workflow, and ensure compliance with policies and procedures for Bosch Home Comfort North America. The Supervisor is a problem solver with a talent for finding ways to improve both the Associate and the Customer Experience.

Job Duties & Responsibilities:

• Cultivate a culture that fosters collaboration and teamwork within and across organizational work groups in different locations including a Tier 1 third party contact center.
• Builds strong team of critical thinkers. Responsible for the development and motivation of staff, encourages and develops skills in employees, and performs coaching and feedback.
• Coordinate and supervise day-to-day workflow. Prioritize work and delegate tasks to ensure proper coverage of functions including call handling, email processing, order entry, open order review, training and employee requests.
• Drive performance using data driven methods (i.e. Team KPIs) and deliver recognition and action plans as appropriate with clear measures of success.
• Contribute to and implement organizational strategy. Oversees specific departmental projects; Key role in larger projects for infrastructure e.g. technology improvements, self-service initiatives, etc. Understands importance of change management.
• Involved in new hire selection and training.Ensures all associates have a full understanding of departmental procedures, products and services. Drives cross training initiatives to build a balanced workforce.
• Continually look for ways to improve the performance of the team by identifying and implementing opportunities to streamline, train or automate.
• Exercise judgement in resolving escalated operational and customer service issues.
• Takes personal initiative and responsibility for development and performance of self and encourages the development of others. Seeks out and responds to customer feedback.
• Travel 15% domestic and international.
• Perform any other duties as assigned.

Qualifications

Basic Qualifications

• High school diploma required, college degree or equivalent work experience.
• Minimum 5 years in a customer support role required, with inside sales experience a plus.
• 3+ Years of managing teams in a Customer Service or Account Management role.
• 3+ years of experience with Microsoft Office Suite, Microsoft Teams.

Qualifications

• Excellent verbal, written and interpersonal communication skills.
• Comfortable leading, coaching and team building in both in-person and remote work environments.
• Project leadership, program management or training experience.
• Critical thinker with strong sense of ownership and initiative to find and drive improvement opportunities.
• Skilled at time management and experience with balancing multiple priorities.
• Team player, comfortable with change, self-motivated and directed.
• Experience in Call Center Environments and familiarity with Call Center KPIS.
• Experience with multi/omni-channel customer support platforms and strategy (i.e. chat, self-service, bots, AI, direct sales support)
• Detailed understanding of ERP functionality, SAP experience is .
• Experience with CRM systems, Microsoft Dynamics experience .
• Analytical skills. Experience with Power BI or other Business Intelligence Tools.

Additional Information

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization unavailable.

In addition to your base salary, Bosch offers a comprehensive benefits package that includes health, dental, and vision plans; health savings accounts (HSA); flexible spending accounts; 401(K) retirement plans with an employer match; wellness programs; life insurance; short- and long-term insurance; paid time off; parental leave, adoption assistance; and reimbursement of education expenses.

Learn more about our full benefits offerings by visiting: www.myboschbenefits.com. Pay ranges included in the postings generally reflect base salary; certain positions may include bonus, commission, or additional benefits.

Equal Opportunity Employer, including / veterans.

*Bosch adheres to Federal, State, and Local laws regarding drug-testing. Employment is contingent upon the successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date.