Position Summary:

Provides leadership and direction through effective communication to all customer service personnel including co-supervisors and management within the supported team/s and department. Supports specific escalated customer service activities providing sales growth opportunities for lines of businesses as assigned. Manages Pricing Analysts and/or Customer Care Analysts goals metrics and daily work.

Required Education / Experience / Skills:

4 Year College Degree

3 to 5 years of experience in customer care support or any related function

Advanced customer service experience

Experience in Regal Customer Service operations is preferred

PC skills: PowerPoint Word Excel Access E-mail/Outlook Internet/Intranet for business functions

Understanding ability to clearly communicate product terminology features and functionality

Displays the following:

Leadership qualities and skills- Good people skills able to handle difficult situations with customers as well as maintain cooperative relationships with all departments within the organization

Negotiation and Analytical skills

Knowledge of policy and procedures of the company

Demonstrate strong problem-solving and troubleshooting skills

Determine best way to meet the needs of the business and customers

Has the initiative to improve people process and procedures

Strong and professional written and oral communication skills required

Works well with high volumes prioritizing and multitasking

Works under minimal supervision

Scope of support is based on implemented business processes and transactions that include but not limited to:

Work Input

Inbound and Outbound Customer Calls Chat Emails

Reports

Multi-Segment/Process

Claims Credit/Debit/Returns/Warranty

Mod Orders/Rework/Retro-fit

Sales Order Backlog Report/Pull in/Fall-out

Interco/International orders

NMR ( New Model Request) sets up new model/reactivates discontinued

Special Pricing/Quotes

Order Entry

Order resolution for E-Commerce/EDI Errors

Price and Delivery

General Inquiries

Order Status

Expedite with plants & other dept.

Order Maintenance

As Needed as per business need:

Pricing

Rebate Reconciliation

Chargeback - Special Pricing set-up for end users

Price Files - including Price Increase

COGS Report for Sales Office commission %

Marketing Funds

Annual Returns

CS Analytics

Identification of Customer Service Analytics requirements

Overseeing Customer Care Analysts reports analyses and dashboards

Presentation of Customer Care Analysts work output to stakeholders.

Major Responsibilities:

I Bay Management

Meets and exceeds key performance indicators set by the business.

Leads drives and motivates the team for continuous improvements towards achievement of set goals

Monitors team performance daily.

Analyze stats trends and formulate/implement action plans to ensure continuous improvement

Adheres to business workflows set by the division

Assists and supports subordinates towards first call resolution by providing real time solution

Communicates key imperatives and teams strategies during pre-shifts

Creates daily and /or weekly goals directly related to the business mission and vision

Sets team and individual goals that compliment overall strategy

II Monitoring Coaching & Mentoring

Conducts documented monitoring sessions with feedback provided to the subordinate.

Provides individual development plans highlighting specific improvement plans

Provides direction & sound advice to the team members (mentor role)

Identifies team issues and provide sound advice based on good judgment

Develops and train teams logical problem-solving skills.

Relays important updates to subordinates

Develops own resources and utilizes creative resolutions to resolve problems

Flags up personal training requirements to Customer Service Leadership team.

Conducts Quality Monitoring for recorded and real time calls /emails/chat and provides feedback to CCAs

Calibration with Learning and Development Team Customer Service Manager and tenured CCAs in monitoring calls/emails/chat for quality assurance.

Supports Training Team in all aspects of advanced product and process trainings of Customer Service Department.

III Ensure (by inspection) day to day business practices are incorporated

Respond timely and accurately to escalations of the subordinates.

Verifies problem and validates escalation prior to further escalation

Escalates problem only when necessary and aid towards resolution

Maintains a line of communication with the identified escalation points

Adheres to Regal defined processes & procedures

Makes decisions on how to address and resolve customer situations

Works directly with POCs from different departments to support both internal and external demands

Assists in the development of product and process training modules under the direction of management.

Delivers product and process trainings to new hires peers and other internal personnel.

IV Timely completion of administrative tasks

Provides Direct Manager and POCs with daily update of headcount and absence.

Maintains acceptable levels for granting vacation and holidays.

Efficiently manage activities and utilization of the team

Adheres closely to daily schedules while other assigned tasks are executed on time

Prepares reporting requirements to direct Manager and POCs.

Coordinates with various functional groups for team requirements

Conducts interviews (Phone screen on-site) and departmental personnel attendance for customer service staff

V Maintain positive work environment

Allocates ample time on the floor coaching monitoring and mentoring subordinates.

Effectively and consistently administrates all HR policies and practices

Promotes consistent and fair administrations of open communication lines

Conducts weekly continuous improvement meetings with the team with updates on performance barriers and recognition of improvement areas.

Delivers and maintains consistent expectations to all team members.

VI Maintain 2-Way communication both up and down the chain of command

Establishes and maintain daily dialogue with Direct Manager and subordinates.

Provides Direct Manager with status update on projects and programs

Conducts pertinent and timely pre-shifts with the team.

Handling everyday crisis (support tools/ERPs/Telecoms downtime or any operational issues).

VII Drive process improvement both within team as well as downstream or upstream of the value chain as needed

Works with the associates to determine root cause of issues

Works with leadership to identify barriers to flow on workstreams

Applies RBS Strategies and tools to determine appropriate countermeasures

VIII Performs subordinate functions and responsibilities when needed

Processes all customer orders though phone fax and email.

Provides price and availability information to standard items.

Processes requests for special items (MTO) reworks and brand authorization for specific orders.

Product Information Support: Offers alternative/suggestive selling and product interchanges and provides basic catalog information to CSRs and customers.

Processes claims and return goods authorization (RGA ) after analysis of customer inquiry.

Coordinates with Business US escalation points on expedites technical assistance pricing information e-business product samples account set-up and sales.

Processes all requests for order maintenance on cancellations delays accelerations and quantity changes.

Manages reviews and maintains all open backorders on a regular basis to ensure proper release and shipment based on specific customer instruction.

Coordinates the orders release invoice by date picking billing and shipping of orders with credit and collections team distribution and logistics team for standard reworked or modified products in conjunction with the customers requested date distribution workload and availability of goods.

Protect the business accountability by ensuring distributors orders and shipments are trade-compliant based on ITC guidelines.

Maintains and updates all records of customer profile information at Oracle CRM or any central repository.

Participates in sales-driven projects and team initiatives.

Provides value-added services to customers and sales team.

Performs initiatives on team needs to help improve oneself and the team.

Travel: Not Required

Language: English

#LI-Hybrid

About Regal Rexnord