Supervisor, Commercial Customer Care

3 weeks ago

Toronto, Canada SICK, Inc. Full time

ABOUT SICK:

:
This position has the primary responsibility of leading an assigned team of customer care agents and a portfolio of customer accounts. By leveraging customer intimacy, collaboration, and employee career development, this role will dramatically improve customer experience, enable account sales growth, development the next generation of our talent, and ensure speed, accuracy, and efficiency of commercial support activities. This role will be a highly visible leader in transforming Commercial Customer Care to deliver new levels of an amazing customer experience (ACE) and reinforce our stature as a Great Place to Work (GPTW) while consistently exceeding our stakeholders’ expectations for sustainable operations.

RESPONSIBILITIES:

- Be the key owner for teams that lead Partner and Pool customer accounts through the evaluation and purchases phases of the customer journey with direct management responsibilities for all designated resources, team objectives, morale and culture.
- Define and align individual goals with business and account objectives; provide ongoing performance feedback; enable team member success and hold team accountable to consistently achieve performance metrics.
- Motivate the team to deliver world-class customer experiences across multiple channels and industry segments, driving engagement and deepening loyalty with assigned customers.
- Define, measure, and evaluate criteria to identify trends and drive improvements in organizational performance, including: customer satisfaction, operating efficiency, and process quality; Deliver high levels of analytics and insights on required metrics to inform leadership of team and individual performance.
- Collaborate cross-functionally to build and realize opportunities for enhanced customer engagements, process improvement, and business objectives.
- Support customer account goals and facilitate and resolve escalations while building relationships with Customer Facing teams (sales, product management) and fulfillment teams across the organization.
- Ensure team’s timely customer resolution by leveraging defined standard operating procedures through SAP and CRM tools minimizing customer complaints, enhancing the customer experience and reducing customer effort.
- Provide for education and training of assigned employees on process procedures, tools, and industry trends in order to achieve company objectives; Coach and develop team members on conflict resolution and decision-making.
- Foster an environment of highly engaged, committed, happy employees with low attrition.
- Will act as a working supervisor during peak times.
- Carry out other duties and responsibilities as may be assigned or required.

QUALIFICATIONS:

- Education and Experience_
- BA / BS - Bachelor's degree in Business, Finance, Information Systems, or a related field.
- 7 or more years of prior experience leading inside sales, customer support, order management, order services teams with proven ability to drive amazing customer experience and results through team development.
- Experience with process improvement methodologies (Six Sigma, Lean, Kaizen or other), certification preferred.
- Experience leading team process improvements on enterprise-wide technology platforms (SAP, Dynamics CRM).
- Sound business judgment and ability to handle multiple wide-ranging matters and conflicting priorities, while exploring new areas of expertise as business needs change.
- Strong leadership skills: sets clear priorities and performance goals for the team while eliminating barriers to the team’s success.
- Other Qualifications_
- Excellent understanding of what differentiates a Customer Care capability in the Industrial marketplace.
- Passion for customer service and ownership of the customer experience.
- Experience with diplomatically managing multiple commitments to customers, staff, and operations and adapting to challenges while remaining calm in a constantly changing environment.
- Ability to champion and facilitate collaboration by cultivating relationships, mentoring, and effectively communicating with teammates and cross-functional partners.
- Proven ability to identify, prioritize, and resolve both customer and agent issues quickly and effectively in a positive and practical manner.
- Strong and effective resource planning skills to maximize the productivity of resources, people, technology, etc.
- Interest in and ability to identify gaps, propose solutions, and take ownership of projects while balancing time, quality, cost and risk.
- Analytical and creative thinker with a can-do attitude and flexibility to accommodate to evolving Customer Care business needs.
- Requires excellent communication skills, both written and verbal.
- Thrives on a team where expertise is shared and feedback is welcomed.
- Effective time management including ability to multi-task, organize and prioritize.
- Ability and willingness to work alternative schedules including weekend, and on-ca

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