Customer Care Supervisor (Manufacturing)

The Customer Care Supervisor is responsible for leading and supervising a team of Customer Care Specialists to support a high level of customer satisfaction while focusing on meeting company sales goals. Are you familiar with manufacturing? Can you lead, coach and develop a team? Can you travel on a limited basis? (about 10%) If you answered “yes,” then we’d like to speak with you! Seeking a candidate with a stable work history to join the team. This role is on-site.

CHIEF RESPONSIBILITIES:

• Supervises team members to ensure performance metrics are met, and company policies and procedures are followed.
• Leads, coaches, and motivates team members regarding product offerings, service, philosophy and standards.
• Maintains ongoing communication with team members and promotes company service initiatives
• Provides team members with information regarding questions, daily tasks, policies and procedures.
• Observes, communicates regularly, and completes performance reviews with direct reports in order to hold them accountable to company performance standards.
• Maintains standard work and standard operating procedures (SOP’s) and ensures that processes/procedures are followed.
• Interviews and helps to hire staff for Customer Care related roles.
• Utilizes and creates reports to support service excellence.
• Applies resources including personnel, materials, and supplies to optimize productivity.
• Evaluates escalated customer complaints and utilizes escalations as a method to train and develop staff · Ensures accuracy of documentation received for the creation of new accounts.
• Supports and coordinates activities with other teams and/or business partner/customers, as necessary · Works closely with Sales to grow revenue.
• Supports/conducts customer visits at company facilities, as needed.
• Travels to business partner/customer sites to support business objectives on a ~quarterly basis (7- 10% travel)
• Supports sales by assisting in efforts to minimize the turnover rate of customers.
• Participates in Kaizen events when needed

KNOWLEDGE & SKILL REQUIREMENTS:

• A minimum of an Associate Degree required, BA/BS preferred.
• 3 year’s customer service or inside sales experience in a B2B setting, preferably working with technical products to include handling of progressively more complex customer issues and resolutions.
• Experience with an industrial instrumentation or manufacturing company is highly preferred.
• 2 year’s supervisory experience preferably in an inside sales environment.
• Excellent communication, organizational, telephone and computer skills.
• Experience with CRM software preferred

Biter & Associates is a direct-hire recruiting firm. No fee is ever charged to the candidate. All fees are paid by our client companies.

Candidates must submit a minimum of three professional references and agree to a criminal background check, drug screen, employment verification and verification of education.