Customer Care Team Supervisor

Customer Care Supervisor

Oversee the day-to-day Customer Care experience, providing customers & team members with comprehensive information to solve their problems or assist them in making sound decisions and achieving customer satisfaction. Handles customer complaints and provides resolutions, bringing issues to manager's attention, when necessary, to ensure satisfactory service delivered.

Day-to-day tactical operations : Reviews daily stats, coaching as needed. Conduct brushfire meetings with team weekly while communicating daily. Planning daily workloads & activities. Monitors KPI's ensuring attainment of metrics. Answers team member questions, assisting in decision making. Coaching and guides team to deliver great customer experience and grow career with Nilfisk. Provides solid coaching and mentorship to team members : Select and develop partnership with Human Resources. Performs one on one meetings with team. Performs meaningful performance conversations for team members and provide feedback.

Customer Satisfaction : Handles escalated customer issues from sales or customer care coordinator. Escalate issues as needed. Act as customer advocate. Handles inbound call volume / off-phone activities to support team members if needed.

Minimum Requirements : Education : College education desired. Experience : Minimum of 5 years' customer service experience, with 3+ years' customer service leadership experience, preferably in a manufacturing environment. Must have strong proven focus solution finding. Has proven history in solid attendance, leadership among peers, and has met metrics as assigned. Found, proposed, and improved at least 5 processes / procedures.

Knowledge & Personal Attributes : Good telephone manners to enhance relationships with customers. Ability to be persuasive with customers, keeping customer satisfaction as a guiding factor. Ability to plan, organize, and manage multiple tasks. Ability to analyze problems and solve work related issues. Excellent oral and written communication skills. Able to interact with all functional areas and all organizational levels. High level of attention to detail. Solid attendance and reliability. Accountable, quality driven. High level of professionalism and solutions-based decisions. Demonstrated leadership skills among team. Strong focus in solution finding with clear communication skills. Team oriented with a solution mentality.

Computer Skills : Familiar with MS Word, Excel, and Office (Microsoft Suite). Working knowledge of ERP systems, such as SAP. Working knowledge of CRM systems, such as SFDC. Capability to learn new software.

Let's create a cleaner future together Cleaning is changing. Today, cleaning is a key contributor to health and safety, and a new clean is emerging, driven by technology and innovation. At Nilfisk we are a driving force in this development, and we work as one team with one agenda, supporting each other across an exciting, dynamic organization. Being part of Nilfisk means having the freedom to speak your mind and do what you do best. You will thrive by having a hands-on approach and the drive to bring your great ideas to life. At Nilfisk you can lead, innovate and collaborate for a cleaner future. Are you ready to make a change? We embrace diversity and equality with an environment of inclusion. We encourage everyone to apply for the position, regardless of origin, race, ethnicity, religion, physical or mental ability, gender, gender-identity or expression, sexual orientation, and age. Nilfisk offers a competitive total compensation package. Benefits include Health, Dental, Vision, Basic and Supplemental Life, Critical Illness and Accident Insurance, Flexible Spending Accounts, Health Savings Account with Company Contribution, 401K with Company Match, Long and Short-Term Disability, Employee Assistance Program, Legal Plan, Parental Leave, Paid Vacation and Sick Time, Paid Volunteer Day, Tuition Reimbursement, Wellness Reimbursement, Scholarship opportunities, etc.