Customer Service Supervisor

hace 4 días

Guadalajara, 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, omni-channel 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 business-to-business (B2B) organization
- Working knowledge of omni-channel 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 multi-task 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 self-starter and data-driven decision-making.
- 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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