Client Services - Consumer Industrial Supervisor
Client Services - Consumer Industrial Supervisor
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$ 76516 - 107122
1 Vacancy
Job Description
Country:
United States of AmericaLocation:
CAM60: Sensitech Inc 800 Cummings Center Beverly MA 01915 USACarrier Global Corporation global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning weve led in inventing new technologies and entirely new industries. Today we continue to lead because we have a worldclass diverse workforce that puts the customer at the center of everything we do. For more information visit or follow Carrier on social media at @Carrier.
About This Role:
This 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. This position is supporting Sensitech and is available in our Massachusetts or Washington offices.
Job Description:
Leading vertical focused Associates
Initiate and/or lead specific department initiatives as outlined by department objectives and management to drive efficiencies and foster engagement
Proactively identify automation opportunities and process improvement to drive efficiency and team productivity
Allocate 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 customers
Primary resource for Client Services team for procedural issues/questions
Follow up on issues until resolution is determined and keep CS teams informed
Proactively engage with other Support Services teams to broaden knowledge of customer programs in an effort to share information among Support Services
Evaluate and keep management apprised of status and progress of work including delays modifications and/or problems
Coordinates and participates in training of new employees
Provide feedback on employee performance to Management
Assist with capturing assessing and presenting CDIP related data to establish/update processes and improve efficiencies
Conduct impact assessment related to customer complaints and escalate through defined process to appropriate groups
Client Services and Order Support related tasks
Support 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 Chain
Act as a customer advocate by proactively making decisions to ensure timely delivery
Work with existing customer base modeling superior customer service and sharing knowledge with team
Field inbound communication regarding customer inquiries and orders
Collaborate with Supply Chain/Inventory Programming Shipping and Finance departments to ensure on time deliveries and consistent customer communication
Acts as point of contact and coordinate with vertical team members for daily Operations requiring prioritization or procedure related questions
Participate in customer program rollout and disseminate pertinent information throughout the Support Services teams
Required Qualifications:
High school diploma OR GED
3 years of experience in customer service
Preferred Qualifications:
Understands basic management approaches such as work scheduling prioritizing coaching and process .
Bachelors degree required in business leadership management or similar program specialty (or equivalent combination of education and work experience if Bachelors 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 urgency
Demonstrated excellent verbal and written communication required to clearly convey ideas concepts and processes that are tailored to the audience
Demonstrated willingness to learn coach lead and motivate a team
ERP (specially CRM application) experience required
Adaptable and accepting of change
Desire to grow within department
Previous experience in leading or supervising a team preferred
Understanding of Sensitechs client base and industries
Intermediate level of Microsoft Office tools
Knowledge of ISO9000 Quality Systems
RSRCAR
#LIonsite
Pay Range:
$76516 $107122 AnnuallyCarrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans Readjustment Assistance Act.
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Required Experience:
Manager
Employment Type
Full-Time
