Customer Service Supervisor

Pentair Management Company; Brookfield (WI); On-site; USD 71,000 - 132,000; Full time

Job summary

Pentair Management Company seeks a Customer Service Supervisor for its Residential Water Treatment team in Brookfield, WI. This role involves leading a team, ensuring customer satisfaction, and driving continuous improvement. Candidates should have significant customer service experience and leadership skills, with a preference for those holding a bachelor's degree. The position offers a hybrid work schedule and a competitive salary range.

Benefits

401(k) plan

Employee stock purchase program

Tuition reimbursement

Paid time off

Wellness programs

Qualifications

• 5+ years' experience in customer service, including 2+ years in leadership.
• Knowledge of international shipping procedures preferred.
• Excellent communication and presentation skills.

Responsibilities

• Supervise and mentor customer service representatives.
• Resolve escalated customer issues and complaints.
• Utilize performance metrics to promote team excellence.

Skills

Communication

Leadership

Problem Solving

Customer Service

Sales

Education

Bachelor's degree (B.A. or B.S.)

Tools

Salesforce

MS Office

ERP or MRP systems

Job description

Job Description:

At Pentair, you will work alongside passionate problem-solvers who are committed to the future of our planet. We put our purpose into practice, inspiring people to move, improve and enjoy life's essential resources for happier, healthier lives. From our residential and business water solutions to our sustainable innovations and applications, our 9,750 global employees serve customers in more than 150 countries, working to help improve lives and the environment around the world.

We have an opportunity for a Customer Service Supervisor to join our Residential Water Treatment (RWT) customer service team in Brookfield, WI. You will lead a team of motivated and engaged customer service and sales support professionals focused on order entry, customer resolutions, shipment accuracy resolution, international logistics, and exports/trade compliance. You will champion the growth and development of your team to continue driving cultural change that embraces continuous improvement to drive customer satisfaction and improve revenue, profitability, quality, delivery, and cost. Please note that this is a working supervisor position, and you will be expected to directly support customers as well.

** This is a salaried position, and you will work a hybrid work schedule, 3 days/week on-site in Brookfield, WI. ** #LI-Hybrid

You will:

• Supervise, monitor, mentor, and train customer service representatives through daily operations of i.e., order entry, customer resolutions, shipment accuracy resolution, parts/inventory issues, basic product/application assistance questions, and international actions.
• Perform all aspects of customer service for our international customers.
• Meet with employees on a regular basis to review overall performance and set expectations for improvement and personal growth when applicable.
• Assist and advise team members in resolving problems and issues with internal and external customers.
• Receive escalated customer issues/complaints and resolve according to department standards and goals.
• Utilize key performance metrics to promote excellence and continuously raise the bar for team performance in areas such as productivity, effectiveness, and accuracy.

Key Qualifications:

• Have earned a bachelor's (B.A. or B.S.) degree preferred. Equivalent customer service and leadership experience may be used in lieu of a degree.
• Have 5+ years' experience in customer service, sales, or marketing, including 2+ years of professional customer service leadership experience.
• Demonstrated success working for a manufacturer/distributor of finished goods, including knowledge of product manufacturing and international shipping procedures, preferred.
• Proven skills with developing, compiling, and/or monitoring performance metrics; experience setting and overseeing Key Performance Indicator (KPI) metrics.
• Excellent communication and presentation skills, including strong active listening skills, and ability to influence at all levels of the organization cross-functionally.
• Advanced ability to use relevant software programs (e.g., MS Office).
• Proven experience utilizing ERP or MRP systems.
• Experience using CRM tools (i.e., Salesforce) is a plus.

Compensation:

For this full-time position working at this location, the anticipated annualized base pay range will be from $71000 - $131800 / year. At Pentair, it is not typical for an individual to be hired near the bottom or top of the pay range. Pentair considers various factors in determining actual compensation for this position at the expected location. Actual compensation will be commensurate with a demonstrable level of experience and training, pertinent education including licensure and certifications, work location, and other relevant business or organizational needs. This position may be eligible for other forms of compensation such as an annual incentive bonus.

Benefits:

As a Pentair employee, you would enjoy a wide array of benefit options to help keep you and your family healthy and protected, health benefits, a generous 401(k), employee stock purchase program, disability benefits, life insurance, critical illness insurance, accident insurance, parental leave, caregiver leave, tuition reimbursement, plus paid time off and wellness programs to encourage a healthy work/life balance.

Equal Opportunity Employer

Pentair is an Equal Opportunity Employer. With our expanding global presence, cross-cultural insight and competence are essential for our ongoing success. We believe that a diverse workforce contributes different perspectives and creative ideas that enable us to continue to improve every day.