What are the responsibilities and job description for the Client Services Supervisor position at Carrier?
Country : United States of AmericaLocation : CAM60 : Sensitech, Inc 800 Cummings Center, Beverly, MA, 01915 USACarrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.About this roleThis position supervises entry level employees or team leaders of support employees in Customer Service. Provides close supervision of call responses and handles escalated calls. Trains staff in Customer Service procedures and provides changes to procedures to ensure continuous improvement.Key Responsibilities : Leading vertical focused AssociatesInitiate and / or lead specific department initiatives as outlined by department objectives and management to drive efficiencies and foster engagementProactively identify automation opportunities and process improvement to drive efficiency and team productivityAllocate resources to support and complete Client Services related tasks and meet expected KPI goals (turnaround time, on time delivery, phone service level etc...)Guides and coaches Client Service team members to ensure positive, consistent, and helpful communication to customersPrimary resource for Client Services team for procedural issues / questionsFollow up on issues until resolution is determined and keep CS teams informedProactively engage with other Customer Experience teams to broaden knowledge of customer programs in an effort to share information among teamsEvaluate and keep management apprised of status and progress of work including delays, modifications, and / or problemsCoordinates and participates in training of new employeesAssist with capturing, assessing and presenting customer complaints related data to establish / update processes and improve efficienciesConduct impact assessment related to customer complaints and escalate through defined process to appropriate groupsClient Services and Order Support related tasksSupport Client Services related tasks, including review customer purchase order / contract review; order qualification and processing; post sales follow up; customer and program engagement; coordination with Sales, Program Management, other Support Services teams and Supply ChainSupport E-Commerce related development and customer onboarding activitiesAct as a customer advocate by proactively making decisions to ensure timely deliveryWork with existing customer base modeling superior customer service and sharing knowledge with teamField inbound communication regarding customer inquiries and ordersCollaborate with Supply Chain / Inventory, Programming, Shipping, and Finance departments to ensure on time deliveries and consistent customer communicationActs as point of contact and coordinate with vertical team members for daily Operations requiring prioritization or procedure related questionsParticipate in customer program rollout and disseminate pertinent information throughout the Support Services teamsOther tasks and projects as assignedRequired Qualifications : High School Diploma with 3 years of customer service experience.Preferred Qualifications : Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution.Bachelor's degree required in business, leadership, management, or similar program specialty (or equivalent combination of education and work experience if Bachelor's degree is planned or in progress)Minimum 5 years of experience in Client / Customer Service role or similar understanding high competition, strong sales drive, and urgencyDemonstrated excellent verbal and written communication required to clearly convey ideas, concepts, and processes that are tailored to the audienceDemonstrated willingness to learn, coach, lead, and motivate a teamERP (specially CRM application) experience requiredAdaptable and accepting of changeDesire to grow within departmentPrevious experience in leading or supervising a team preferredUnderstanding of Sensitech's client base and industriesIntermediate level of Microsoft Office toolsKnowledge of ISO9000 Quality Systems#LI-HybridRSRCARCarrier is An Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.Job Applicant's Privacy Notice : Click on this link to read the Job Applicant's Privacy Notice
