Supervisor, Customer Care - Mexico (Ciudad Apodaca)

Overview

Role: Customer Care Supervisor

SCOPE OF ROLE: The Customer Care Supervisor is responsible for supporting organizational effectiveness by providing leadership, coaching and development for the team and driving continuous improvement to deliver on a best-in-class customer experience. This leader will provide overall direction to their group around achieving targeted KPIs and continuous improvement initiatives. This position will serve as a primary contact for internal and external customer escalations. The Customer Care Supervisor effectively performance manages direct reports. This drives a superior customer experience and fosters teamwork by engaging the team to embrace the continuous improvement mind-set.

The Customer Care Supervisor role requires a solution-oriented leader who can build strong internal and external customer relationships. This leader accepts a challenge with a sense of urgency, high energy, and enthusiasm. The Supervisor demonstrates an ability to help the team prioritize work to align around the customer experience goals. A CCS demonstrates a high level of situational adaptability and flexes his/her approach real time to match the shifting demands of different situations and to enable effective coaching and development of associates. Our mission is to provide a seamless & effortless customer experience through demonstrating product & system expertise, ownership, accountability, cross departmental collaboration, and responsiveness. Our Customer Care Role is an excellent opportunity to join a forward thinking, dynamic, general Customer Care Team responsible for creating customer loyalty, reducing customer effort, and delivering solutions in every step of the customer journey, ultimately enabling growth. Join a team of highly motivated professionals with "can do" attitudes, a willingness to learn and a passion for process improvement.

Major Responsibilities

• Manage workflow of department with a focus on driving increased levels of customer satisfaction and service levels
• Manage ongoing training, quality & new hire recruitment for Customer Care team
• Conduct weekly team huddle meetings & monthly one-on-one with direct reports; supervise direct reports in building strong customer relationships and delivering customer-centric solutions
• Achieves KPIs by proactively addressing customer issues / gaining VOC
• Deploys 80-20 principles for overserving our strategic customers by appropriately automating/segmenting/prioritizing work for our strategic customers
• Prioritizes “white glove”, proactive service for Strategic Accounts
• Deploys innovative ideas that will drive a higher level of customer experience
• Escalation point for direct reports, customers & external departments, assisting team in resolving customer issues & disputes
• Proactively identifies potential issues and effectively involves others to drive resolution; handles routine escalations
• Excellent track record of taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Drives continuous improvement initiatives within department
• White dot owner of department strategic initiatives
• Onsite office presence required

Minimum Qualifications

• Bachelor’s degree required
• Five years of professional Customer Care experience required
• Minimum of 3-5 years’ experience within the Regal Rexnord Customer Care Team or Comparable business experience
• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems required
• Advanced Excel Skills required: VLOOKUP, pivot tables & reporting tools
• Experience with Oracle or SAP (or other ERP systems) required
• CRM platforms such as Salesforce or Microsoft Dynamics Experienced required
• Experience navigating and utilizing corporate websites & eCommerce platforms required
• Demonstrated mechanical or technical aptitude & ability to read drawings desired & troubleshooting technical issues
• Demonstrates a high level of product knowledge to address more complex customer inquiries. Understands component make up of products and more depth knowledge of features and product functionality
• Can process product substitution/interchange independently and demonstrates a high level of proficiency in catalog and eCommerce tools navigation
• Team oriented with the ability to influence, organize lead & motivate others
• Consistently demonstrated patience and approachability with other team members
• Demonstrates ability to work & motivate in a highly dynamic team and fast-paced environment with continuous challenges
• Consistently demonstrates situational adaptability and resourcefulness leadership
• Leads by example in demonstrating Regal Rexnord core values
• Superior and Consistent communication/interpersonal & organizational skills
• Superior and Consistent ability to manage daily workload within department
• Leadership Competency: Decision Quality - Making good and timely decisions