Solenis
Cargo:
Supervisor – Customer Service North America – Campinas
Requisitos:
The Supervisor - Customer Service
Oversees and leads a team of Customer Service Representatives and Customer Service Leads who support the North American Diversey business. The ultimate goal in this role is to provide coaching and feedback to our team members in order to promote personal growth and support as we seek to provide an effortless experience for our Customers. This role supports a diverse group of internal and external customers, requiring a balance of meeting customer needs and expectations alongside company policy and procedures.
Our Supervisors represent the voice of the customer for their teams and also serve as a platform to promote the customer experience by creating opportunities to educate, create value through streamlined processes, and serving as a concierge of resources for both our employees and our customers. In addition to being a valued member of the Customer Service Management team, this role works with various stakeholders including Sales, Supply Chain, R&D, and Marketing to create an overarching approach to best-in-class customer service.
KEY RESPONSIBILITIES
Participate in hiring and staffing for the department and strive to maintain a diverse, effective, and cohesive team-oriented group of Customer Service Representatives.
Support departmental budgets and be accountable for tight expense control in the department to meet budget objectives.
Oversee the development and engagement of all team members and partner with other Supervisors, the Director, and the Training and Process Improvement Coordinator to ensure all team members receive the coaching and training they need to meet/exceed expected performance levels.
Understand and utilize key performance metrics to drive individual and team performance.
Leverage internal systems and “effortless experience” training programs to help develop Customer Service Representatives who may eventually move into roles of increased responsibility within Diversey.
Set direction for team members including a commitment to constantly exceed the needs of our customers and actively promote the company’s core values, strategic initiatives, and code of conduct with CSRs.
Proactively develop and manage professional relationships and contacts with key customers, sales, and cross-functional teams to create a network of peers.
Understand the needs and priorities of the business and ensure that CSRs execute to meet these needs and priorities.
Create open communication with Customer Service team members, customers, and sales regarding any changes or impacts on customer expectations.
Take ownership of customer concerns and resolve them within Key Performance Indicators (KPIs) while coordinating activities with other departments to ensure complete customer satisfaction.
Effectively and efficiently address customer special needs and requirements, including resolution of complaints and issues.
Approach employee and customer concerns with an owner mindset to identify root causes and communicate with key stakeholders to avoid similar concerns.
Actively participate in relevant meetings to identify ways to improve the service offered to internal and external customers.
REQUIRED QUALIFICATIONS:
High School diploma or equivalent; Associate and/or Bachelor’s degree preferred.
5-7 years of relevant work experience in a customer-facing role, with at least 3 years using tools such as CRM Tool- CRM OD, Salesforce, Microsoft Office, Gmail, and Google Docs.
Minimum of 2 years in a supervisory or management position.
Ability to travel domestically, less than 10% of the time.
High-speed internet access for occasional work from home capabilities.
ADDITIONAL QUALIFICATIONS:
Strong knowledge of SAP and Salesforce desired.
Ability to influence others to adopt new ways of thinking, change habits, increase engagement, and improve processes.
Professional communication skills – able to communicate with customers, internal stakeholders, peers, and vendors respectfully and friendly, even under stress.
Active listening skills – able to ask probing questions, understand concerns, and overcome objections.
Ability to build relationships by phone and e-mail.
Ability to work in a fast-paced environment – able to multi-task with proven follow-through and adherence to changing priorities and deadlines.
Attention to detail - able to complete accurate data entry tasks.
Action-oriented - able to self-start and follow up on feedback to ensure positive outcomes.
Collaborative team player - able to establish solid working relationships with stakeholders with a friendly disposition and high energy.
Desire to challenge current processes for improvement.
Strong analytical skills, technically apt, adept at problem-solving and managing escalations.
REPORTING LINE
Customer Service Director
DIRECT REPORTS
Yes
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