Supervisor, Customer Care

Role: Customer Care SupervisorSCOPE 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, 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 reportsSupervises Direct Reports in building strong customer relationships and delivering customer-centric solution-- Achieves KPIs by proactively addressing customer issues/gaining VOC-- Deploys ***** 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 requiredMINIMUM 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 departmentLeadership Competency:- Decision Quality - Making good and timely decisions