Supervisor, Customer Care

Regal Rexnord Corp
paid time off, tuition assistance, 401(k), retirement plan
United States, Wisconsin, Milwaukee
Nov 01, 2024
Position: Supervisor, Customer Care Reports To: Manager II, Custoemr Care Location: Milwaukee, Wisconsin - HQ HYBRID SCOPE OF ROLE: The Customer Care Supervisor is 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 Supervisor role requires a solution-oriented leader who can build strong internal and external customer relationships. This leader accepts a challenge with 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 CCS demonstrates a high level of situational adaptability and flexes his/her approach 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 focus on 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 Reports in 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 point for 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 preferred 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 demonstrates a 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 #LI-AB1 #LI-HYBRID 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 $6.5B 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, age, ancestry, national origin, 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 or policy statement, please email Recruiting@RegalRexnord.com. If 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 Recruiting@RegalRexnord.com. 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.