Customer Service Supervisor

hace 7 días


Guadalajara, Jalisco, México OMRON A tiempo completo

Customer Service Supervisor
In Omron Guadalajara we are looking for our Customer Service Supervisor.

Responsibilities:

  • Leadership
  • Motivate, coach, and empower team members to provide exceptional Customer Experience and to reach best in class goals and metrics through Skilled Based routing
  • Understand and interpret data that leads to development opportunities with team members
  • Contribute towards talent acquisition
  • You will be involved in the hiring plan and personnel decisions
  • Support the professional development of the Customer Care team member skills
  • Contribute to the ongoing learning and success of your team through timely feedback and continuous improvement.
  • Directly impact the customer's experience and overall business results by providing Quality Assurance feedback, coaching, training and managing overall performance of your team
  • Be an escalation point for challenging customer or Omron functional group obstacles that are beyond the capability or authority of Customer Care team members.
  • Understand, support and advocate OAA's Customer Care strategic vision to become a world class, omnichannel contact center
  • Represent the Omron Brand in a professional, ethical, and socially responsible manner.
  • Collaboration
  • Hold and participate in weekly team meetings to review metrics and continuous improvement needs
  • Participate in stakeholder reviews as required with Sales Team, Customers, Customer Care, Supply Chain, Finance and Operations.
  • Daily interaction with other Supervisors in the Customer Care Team utilizing "First Team" concept.
  • Metrics
  • Best in Class measurements for Industry Marketplace customers
  • Responsiveness
  • Productivity
  • Quality
  • Service Request general case management
  • Call/Chat handling

EDUCATION, EXPERIENCE, AND CERTIFICATIONS:

Education:
Bachelor's degree

Experience:

  • Minimum of 3 years in a Customer Service supervisor or management role
  • Minimum of 5 years hands on experience in order management in a businesstobusiness (B2B) organization
  • Working knowledge of omnichannel contact center platform required
  • Knowledge of PC and ERP computer systems and software.
  • Experience and proficiency with Microsoft 360 is required
  • JD Edwards ERP experience strongly preferred
  • Demand Management or Supply Chain experience a plus
  • English language fluency required, Spanish language ability a plus.

KNOWLEDGE, SKILLS, AND ABILITIES -

Technical Abilities:

  • Must have experience working with contact center software or CRM.
  • Work with data, both formatting and analyzing for trends and actions.

Behavioral Profile:

  • Must have experience working with contact center software or CRM.
  • Work with data, both formatting and analyzing for trends and actions.
  • Problem solving and decision making ability in an environment where exceptions to policy and procedure can occur daily.
  • Outstanding oral, written and interpersonal communication skills (listening, questioning, etc), and the capacity to multitask in a structured work environment, are required. Flexibility to work beyond standard business hours when required to resolve critical issues.
  • Energetic, aggressive and focused.
  • Highly motivated selfstarter and datadriven decisionmaking.
  • Good organization skills with high attention to detail.
  • Ability to handle confidential and proprietary information is critical
Live the OMRON experience and shape the future with us

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