Position: Customer Care Supervisor

Reports To: Director Customer Care

Location: Milwaukee WI (HQ) - OR - South Beloit Illinois

Remote Type: HYBRID (minimum 3 days in office 2 days remote onsite office presence required)

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.

The ideal candidate thrives in a fast-paced environment is a natural leader with a can do attitude and a strong drive to challenge the status quo.

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 global 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 on-one-one with direct reports

• Identify & apply career advancement opportunities for Customer Care team

• Supervises Direct Reports in building strong customer relationships and delivering customer-centric solution

• Achieves KPIs by proactively addressing customer issues/gaining VOC

• Deploys 80-20 principles for overserving our strategic customers by appropriately automating/segment/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 recorded 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 initiates

• Onsite office presence

MINIMUM QUALIFICATIONS:

• Bachelors degree required - OR - 10 years of progressive customer care experience

• Five years of professional Customer Care experience

• 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

• Advanced Excel Skills : VLOOKUP pivot tables & reporting tools

• Experience with Oracle &/or SAP (or other ERP systems)

• CRM platforms such as Salesforce or Microsoft Dynamics Experienced

• Experience navigating and utilizing corporate websites & eCommerce platforms

• 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 that keep the organization moving forward

• Situational Adaptability Adapting approach and demeanor in real time to match the shifting demands of different situations

• Resourcefulness Securing and deploying resources effectively and efficiently

• Develops Talent Developing people to meet both their career goals and the organizations goals

• Tech Savvy Anticipating and adopting innovations in business-building digital and technology applications

Target Salary Range: $46500-$75000

The salary range provided is intended to display the value of the companys base pay compensation for all statewide locations across the United States. Salary is dependent on a multitude of factors including but not limited to the physical worksite location candidates skill set level of experience education and internal peer compensation comparisons.

Not Offering Sponsorship: Candidates must be eligible to work in the United States without requiring company sponsorship to obtain or keep U.S. work authorization.

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