Customer Service Supervisor

Embrace a career with purpose at Nice North America, a subsidiary of Nice S.p.A., an Italian multinational leader in Home and Building Automation. Guided by our vision of creating A World Without Barriers, we develop cutting-edge solutions for smart home control, security, door and gate automation, access control, and more to achieve our mission of Simplifying Everyday Movements.

Headquartered in Carlsbad, CA, with several R&D and manufacturing centers and offices throughout the region, Nice is committed to innovation that enhances everyday life. Our team thrives in an environment that fosters continuous learning and professional growth where you’ll collaborate with talented and dynamic individuals every day to create groundbreaking solutions. And, as a global leader, we offer award-winning sales and marketing programs, technical support, and CEU training to the industry’s top partners.

Our commitment extends beyond technology development; we also proudly support the Gary Sinise Foundation R.I.S.E. program, helping wounded veterans and their families through specially adapted smart homes. A philanthropic endeavor that truly embodies our corporate mission.

Summary: Collaborating with Customer Service Manager, the Customer Service Supervisor plays a pivotal role in customer service excellence, including assisting with the transition from manual to online order entry.  With a focus on technology and process refinement/development, the position will spearhead continuous improvement of returns processes by working cross-functionally with operations to ensure RA timelines are kept to a minimum.   The Supervisor is responsible for managing all department onboarding and supervision of training processes, while also supporting or leading projects as needed.

Salary range: $68,000 to $72,000 annually, depending on experience.

Primary Responsibilities:

• In partnership with Customer Service Trainer, oversees management of all department new hire training and re-training, including ensuring that all training documents are up to date.
• Provides leadership, coaching, and mentoring, identifying opportunities for improvement and implementing technology-driven processes to improve team performance.
• Assists IT Team in transitioning manual order to online systems, fostering a best-in-class customer experience through the purchasing and self-service account management experience.
• Manages preparation of monthly CS Metrics/call reviews to ensure that department KPIs are met.
• Supports the CS Manager to roll out initiatives to achieve or exceed departmental objectives and expectations.
• Regularly reviews and updates department QSI(s) to confirm they are current, accurate, and creates new QSI(s) as needed.
• Oversee the redevelopment, in collaboration with cross-functional stakeholders, and ongoing improvement of the returns process, ensuring minimal RA timelines and a positive experience for partners and returns.
• Recommends and implements new, technology-driven work procedures that result in efficient, streamlined processes for the department.
• Monitors and manages department email inboxes to ensure the 24-hour turnaround time KPI is being met, and that we are delivering excellent service both internally and externally.
• Assists in resolving escalated customer issues.
• Proactively works with Customer Service Manager, HR, and leadership to resolve employee concerns, challenges, or issues.
• Liaises with other departments on improvement and efficiency initiatives.
• Serves as the Customer Service lead driving and managing special projects as needed.
• Other duties as assigned.

Qualifications:

• Proven ability to multi-task, set project priorities, establish department/discipline goals and objectives for self and staff.
• Must have 3-5 years of supervisory experience, preferably in a customer service environment.
• Associates Degree Preferred.
• Strong computer skills, including Microsoft applications (i.e. Excel, Word, PPT).

Knowledge, Skills and Abilities:

• Ability to promote a high-performance environment.
• Must have leadership, coaching and mentoring skills.
• Strong organizational and communication skills.
• Strong ability to adapt to changing priorities, and work with a sense of urgency.
• Ability to effectively & professionally communicate with co-workers, customers and vendors.
• Reasonable accommodations may be made to allow individuals to perform the essential functions of the job.

Physical Requirements:  

Essential functions of this job require the following minimal physical demands.  Reasonable accommodations may be made to enable the individuals with disabilities to perform the essential functions.  

• Required to sit, talk, or hear; frequently required to use hands to grip or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl 
• Vision and depth perception suitable for use of utilizing a computer, printer, phone, and keyboard  
• Manual dexterity suitable for use of utilizing a computer 
• Sufficient personal mobility and physical reflexes which permits the employee to work in an office setting 
• Ability to walk and/or climb 5% of the time comfortably, with or without reasonable accommodation 
• Ability to sit at a computer for 90% of the time comfortably, with or without reasonable accommodation 
• Light to moderate lifting  

Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Must be comfortable working in an office environment to include moderate noise levels 
• The working area is primarily in an open office setting with reasonable lighting and controlled temperatures.

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As thinkers and creators, we look at the world with an open mind, engaging with the possibilities and broadening our perspective in an inclusive way.

Disclaimer:  

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job. Job incumbents are expected to perform other duties necessary for the effective operation of the position, department, or the business.

Salary : $68,000 - $72,000