The Customer Care Supervisor is responsible for leading and supervising a team of Customer Care Specialists to support a high level of customer satisfaction while focusing on meeting company sales goals. Are you familiar with manufacturing? Can you lead, coach and develop a team? Can you travel on a limited basis? (about 10%) If you answered “yes,” then we’d like to speak with you! Seeking a candidate with a stable work history to join the team. This role is on-site.

CHIEF RESPONSIBILITIES:

Supervises team members to ensure performance metrics are met, and company policies and procedures are followed.
Leads, coaches, and motivates team members regarding product offerings, service, philosophy and standards.
Maintains ongoing communication with team members and promotes company service initiatives
Provides team members with information regarding questions, daily tasks, policies and procedures.
Observes, communicates regularly, and completes performance reviews with direct reports in order to hold them accountable to company performance standards.
Maintains standard work and standard operating procedures (SOP’s) and ensures that processes/procedures are followed.
Interviews and helps to hire staff for Customer Care related roles.
Utilizes and creates reports to support service excellence.
Applies resources including personnel, materials, and supplies to optimize productivity.
Evaluates escalated customer complaints and utilizes escalations as a method to train and develop staff · Ensures accuracy of documentation received for the creation of new accounts.
Supports and coordinates activities with other teams and/or business partner/customers, as necessary · Works closely with Sales to grow revenue.
Supports/conducts customer visits at company facilities, as needed.
Travels to business partner/customer sites to support business objectives on a ~quarterly basis (7- 10% travel)
Supports sales by assisting in efforts to minimize the turnover rate of customers.
Participates in Kaizen events when needed

KNOWLEDGE & SKILL REQUIREMENTS:

A minimum of an Associate Degree required, BA/BS preferred.
3+ year’s customer service or inside sales experience in a B2B setting, preferably working with technical products to include handling of progressively more complex customer issues and resolutions.
Experience with an industrial instrumentation or manufacturing company is highly preferred.
2+ year’s supervisory experience preferably in an inside sales environment.
Excellent communication, organizational, telephone and computer skills.
Experience with CRM software preferred

Biter & Associatesis a direct-hire recruiting firm. No fee is ever charged to the candidate. All fees are paid by our client companies.

Candidates must submit a minimum of three professional references and agree to a criminal background check, drug screen, employment verification and verification of education.

Biter & Associates, LLC

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Customer Care Supervisor (Manufacturing)