Customer Care Supervisor

MedStar Health; Milwaukee (WI); Hybrid; USD 46,000 - 75,000; Full time

Job summary

A leading company in the customer care field seeks a Customer Care Supervisor to manage their team, drive best-in-class customer experience, and oversee continuous improvement initiatives. The role offers hybrid work conditions with significant responsibilities around leadership, training, and achieving service level metrics. Candidates should bring strong problem-solving skills and a proven track record in customer service management, along with a Bachelor's degree or equivalent experience.

Benefits

Medical, Dental, Vision and Prescription Drug Coverage

401k Retirement Plan with Matching Employer Contributions

Paid Time Off and Holidays

Tuition Assistance

Spending accounts (HSA, Health Care FSA)

Qualifications

• Five years of professional Customer Care experience required.
• Experience with SharePoint, MS Teams, Oracle &/or SAP required.
• Advanced Excel Skills required: VLOOKUP, pivot tables.

Responsibilities

• Manage workflow focusing on driving increased customer satisfaction.
• Conduct weekly team huddle meetings and monthly one-on-ones.
• Drive continuous improvement initiatives within department.

Skills

Leadership

Customer Relationship Management

Problem Solving

Communication

Adaptability

Education

Bachelor's degree

10 years of progressive customer care experience

Tools

Salesforce

Microsoft Dynamics

Excel

Oracle

SAP

Job description

Position: Customer Care Supervisor

Reports To: Director, Customer Care

Location: Milwaukee, WI (HQ) - OR - South Beloit, Illinois

Remote Type: HYBRID (minimum 3 days in office, 2 days remote, onsite office presence required)

SCOPE OF ROLE:

The Customer Care Supervisoris responsible for supporting organizational effectiveness by providing leadership, coaching and development for the team and driving continuous improvement to deliver on a best-in-class customer experience. This leader will provide overall direction to their group around achieving targeted KPIs and continuous improvement initiatives. This position will serve as a primary contact for internal and external customer escalations.The Customer Care Supervisor effectively performance manages direct reports. This drives a superior customer experience and fosters teamwork by engaging the team to embrace the continuous improvement mind-set.

The Customer Care Supervisorrole requires a solution-oriented leaderwho can build strong internal and external customer relationships. This leader accepts a challengewith a sense of urgency, high energy, and enthusiasm. The Supervisor demonstrates an ability to help the team prioritize work to align around the customer experience goals. A CCSdemonstratesa high level of situational adaptability and flexes his/herapproach real time to match the shifting demands of different situations and to enable effective coaching and development of associates.

The ideal candidate thrives in a fast-paced environment,is a natural leader with a "can do" attitude and a strong drive to challenge the status quo.

Our mission is to provide a seamless & effortless customer experience through demonstrating product & system expertise, ownership, accountability, cross departmental collaboration, and responsiveness. Our Customer Care Role is an excellent opportunity to join a forward thinking, dynamic, global Customer Care Team responsible for creating customer loyalty, reducing customer effort, and delivering solutions in every step of the customer journey, ultimately enabling growth. Join a team of highly motivated professionals with "can do" attitudes, a willingness to learn and a passion for process improvement.

MAJOR RESPONSIBILITIES:

• Manage workflow of department with a focuson driving increased levels of customer satisfaction and service levels

• Manage ongoing training, quality & new hire recruitment for Customer Care team

• Conduct weekly team huddle meetings & monthly on-one-one with direct reports

• Identify & apply career advancement opportunities for Customer Care team

• Supervises Direct Reportsin building strong customer relationships and delivering customer-centric solution

• Achieves KPIs by proactively addressing customer issues/gaining VOC

• Deploys 80-20 principles for overserving our strategic customers by appropriately automating/segment/prioritizing work for our Strategic Customers

• Prioritizes "white glove", proactive service for Strategic Accounts

• Deploys innovative ideas that will drive a higher level of customer experience

• Escalation pointfor direct reports, customers & external departments, assisting team in resolving customer issues & disputes

• Proactively identifies potential issues and effectively involves others to drive resolution; handles routine escalations

• Excellent track recorded of taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

• Drives continuous improvement initiatives within department

• White dot owner of department strategic initiates

• Onsite office presence required

MINIMUM QUALIFICATIONS:

• Bachelor's degree required - OR - 10 years of progressive customer care experience

• 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 & reporting tools

• Experience with Oracle &/or SAP (or other ERP systems) required

• CRM platforms such as Salesforce or Microsoft Dynamics Experienced required

• Experience navigating and utilizing corporate websites & eCommerce platforms required

• Demonstrated mechanical or technical aptitude & ability to read drawings desired & troubleshooting technical issues

• Demonstrates a high level of product knowledge to address more complex customer inquiries. Understands component make up of products and more depth knowledge of features and product functionality

• Can process product substitution/interchange independently and demonstratesa high level of proficiency in catalog and eCommerce tools navigation

• Team oriented with the ability to influence, organize lead & motivate others

• Consistently demonstrated patience and approachability with other team members

• Demonstrates ability to work & 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 & organizational skills

• Superior and Consistent ability to manage daily workload within department

Leadership Competency:

• Decision Quality - Making good and timely decisions that keep the organization moving forward

• Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations

• Resourcefulness - Securing and deploying resources effectively and efficiently

• Develops Talent - Developing people to meet both their career goals and the organization's goals

• Tech Savvy - Anticipating and adopting innovations in business-building digital and technology applications

Target Salary Range: $46,500-$75,000

The salary range provided is intended to display the value of the company's base pay compensation for all statewide locations across the United States. Salary is dependent on a multitude of factors, including but not limited to the physical worksite location, candidate's skill set, level of experience, education and internal peer compensation comparisons.

Not Offering Sponsorship: Candidates must be eligible to work in the United States without requiring company sponsorship to obtain or keep U.S. work authorization.

#LI-Hybrid #LI-AB1

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

About Regal Rexnord

Regal Rexnord is a publicly held global industrial manufacturer with 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company's electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company's automation offering, comprised of controls, actuators, drives, and precision motors, controls motion in applications ranging from factory automation to precision control in surgical tools.

The Company's end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.

Regal Rexnord is comprised of three operating segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord has offices and manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit RegalRexnord.com.

Equal Employment Opportunity Statement

Regal Rexnord is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity, pregnancy, age, ancestry, national origin, genetic information, marital status, citizenship status (unless required by the applicable law or government contract), disability or protected veteran status or any other status or characteristic protected by law. Regal Rexnord is committed to a diverse and inclusive workforce. We are committed to building a team that represents diverse and inclusive backgrounds, perspectives, and skills. If you'd like to view a copy of the company's affirmative action plan for protected veterans/individuals with disabilities or policy statement, please email [e-mail] you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [e-mail].

Equal Employment Opportunity Posters


Notification to Agencies: Please note that Regal Rexnord Corporation and its affiliates and subsidiaries ("Regal Rexnord") do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement or similar contract and approval from HR to submit resumes for a specific requisition, Regal Rexnord will not consider or approve payment to any third-parties for hires made.