Customer Care Supervisor

At Caldic we are continuously developing our capabilities and we strive to become better every day, with the goal to build long-term relationships. To add value to our company, and to our inspiring solutions we are currently looking to add to our team. Are you a natural leader with a proven track record in the food processing, pharmaceutical market? Do you have the drive to succeed in a fast forward moving company? Then we are looking for you!

Position function: Reporting to the Supply Chain Manager of Caldic USA Inc., the Customer Care Supervisor will oversee and develop a team to execute exceptional customer care through the development and implementation of a customer care culture aligned with Caldic’s corporate values, supported by training , strategies, policies, procedures and key performance indicators to increase customer satisfaction, loyalty and retention while championing our customers’ expectations throughout the organization.

Scope: Managing the day to day activities of the Customer Care Team, this individual will ensure a consistently positive customer experience, with every interaction with our organization, making it easy and a pleasure to do business with Caldic. The Team will maximize first contact resolution to customer enquiries, provide prompt resolution to service issues and develop and implement long term sustainable solutions to improve service levels. This person will ensure department goals are achieved, while promoting team engagement and job satisfaction, and deliver on initiatives contributing to the success the organization. The position will work closely with Sales, Replenishment, Shipping and the Production teams.

MAJOR TASKS AND DUTIES:

 A hands on leader with assigned customers, you will direct the day to day activities of the Elgin Customer Care Team to effectively and efficiently action customer orders, enquiries, requests and maximize first contact resolution for customers.

 Identify, develop and execute training to enhance our national Customer Care Team’s efficiency, effectiveness, first contact success, complaint resolution and positive customer experience levels.

 Provide customer care personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently. Provide guidance on how to escalate complaints and disputes within the organization.

 Recruit, mentor and appraise the performance of customer care personnel and create an environment of empowerment.

 Respond promptly to customer inquiries; handle and resolve customer complaints and issues.

 Develop, implement and manage the organization’s customer care policies, procedures, standards, and key performance indicators.

 Prepare or oversee the preparation of reports and statistics related to the customer care function.

 Maintain technical skills and apply new knowledge for the improvement of customer care activities

 Analyze customer care related information, evaluate the results to choose the best resolutions and alternatives to customer care challenges, and to identify opportunities to improve customer care

 Develop and maintain constructive and cooperative working relationships with stakeholders

 Communicate information to stakeholders using appropriate communication methods.

 Approve product returns and credits in line with Caldic USA Inc. order processing policy and terms and conditions of sale.

 Ensure customer information in AX is correct and up to date, (i.e. contact information, customer product Identifications, Customer Care Team member assignment, shipping terms, etc.)

 Actively work with other departments to ensure customer excellence.

 Provide Team support as required during vacations or absenteeism

 Complete all other duties as assigned by Supply Chain Manager.

 Ensure compliance with all health and safety regulations, GMP’s and HACCP requirements.

 Responsible for following Food Safety and Quality requirements as per SQF code.

 Travel to all relevant Caldic facilities every quarter, and internationally as needed, to support the business and customer care associates.

KNOWLEDGE/SKILLS AND EXPERIENCE:

 5 years experience leading a team of customer care professionals in a fast paced environment.

 Strong problem analysis, problem solving and decision making skills.

 Experience in supply chain, inside sales and the food industry is considered an asset.

 Must have strong interpersonal and multi-tasking skills

 Must have advanced computer skills (MS Word, Outlook, Excel), and proficient with ERP and WMS systems.

 Must have strong communication (Verbal and Written) skills

About Us:

At Caldic we value our team spirit, built on strong relationships and open communication. You will be part of a community where you can always get support from experienced colleagues. At the same time we encourage an entrepreneurial mindset: you have the freedom to act and take initiative to bring your ideas to life. At Caldic we want to give everybody the opportunity to make a difference.

Every day hundreds of thousands of people around the world are in touch with a food, pharma, personal care or industrial product that has been handled with care by Caldic. At Caldic we are the linking pin, connecting people, products and solutions for a better world. But we go beyond connecting to ensure we deliver on our business partners' requirements for added-value R&D, manufacturing and packaging solutions, while minimizing the environmental impact. This makes Caldic the partner of choice in innovative and sustainable solutions in life science and specialty chemicals. Our tagline ‘Because we care' underlines our commitment to our people, our business partners and our planet. On a daily basis over 3,500 Caldic employees go the extra mile to deliver value-add solutions. Caldic is present in 43 countries in Europe, North America, Latin America and Asia Pacific. For more information, please visit www.caldic.com.

Job Type: Full-time

Pay: $75,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Elgin, IL 60124 (Required)

Ability to Relocate:

• Elgin, IL 60124: Relocate before starting work (Preferred)

Work Location: In person

Salary : $75,000 - $80,000