Customer Care Supervisor - Regional Omnichannel

Brief Position Summary

The Supervisor, Customer Care, Regional Omnichannel is responsible for managing a team of dedicated sales and service associates who focus their efforts on Medium, Large and Extra Large Customer Accounts, as well as Field Sales Associates. In addition, the Supervisor is responsible for maintaining relationships to improve the account status with both internal and external customers.

DUTIES And RESPONSIBILITIES

• Manages a dedicated team of Regional Omnichannel associates while responsible for service level goals and performance standards for their virtual team members.
• Recommends improvements to processes in order to maximize efficiency, productivity and overall service for internal and external customers.
• Collaborates with the customer, Field Sales and leadership to implement performance standards to meet customer expectations.
• Partners with other leaders and Human Resources in all aspects of associate relations including recruiting, onboarding, talent development, performance management and offboarding.
• Participates in efforts to increase revenue generation, account penetration and a reduction of credit/returns while driving business through the website and other e-procurement platforms.
• Acts as a liaison between Regional Omni teams and all Customer Care business channels to promote open communication.
• Participates in team/staff meetings, customer meetings, District and Regional Manager meetings for the purpose of improving operational improvements.
• Investigates best practices and participates in cross-functional teams to develop and implement improved service levels and processes within the Customer Care organization.
• Drives the MSC Culture in the department and throughout the company to ensure fulfillment of MSC s vision and unity of purpose.
• Participation in special projects and performs additional duties as required.
• INDICATES ESSENTIAL DUTIES To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
  
  

EDUCATION And EXPERIENCE

• High school diploma or equivalent required.
• Minimum of three years of sales and customer service experience required
• Minimum of one-year contact center experience as a leader required.
• One year related industry experience is preferred.
  
  

Skills

• Knowledge of call center technology, including quality monitoring, service-based tracking(ticket), agent desktop and workforce management systems required
• Computer literacy and proficiency in word processing and spreadsheet software is required.
• Good written and verbal communications skills required.
• Ability to partner within and across teams, building relationships required
• Change management skills required.
• Supervisory, motivational and leadership skills required.
• Excellent time management and organizational skills are required.
• Demonstrates acceptable proficiency in all MSC s required competencies:
• Customer Focus
• Decision Quality
• Drives Collaboration
• Develops Talent
• Communicates Effectively
• Instills Trust
  
  

Other Requirements

• Position requires a valid state driver s license and the ability to travel 10--20% of the time is required.
• This position may require access to International Traffic in Arms Regulations Information ( ITAR ) and/or Controlled Unclassified Information ( CUI )
  
  

Compensation starting at $56280 - $80440 depending on experience.

The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.