Position Summary: 

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 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 primary contact for internal and external customer escalations. The Customer Care Supervisor effectively manages direct reports. This drives 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.

The ideal candidate who thrives in a fast-paced environment is a natural leader with a "can do" attitude and a strong drive to challenge the status quo.

Job Duties:

• 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 one-one with direct reports
• Identify & apply career advancement opportunities for Customer Care team
• Supervises Direct Reports on building strong customer relationships and delivering customer-centric solutions
• Achieves KPIs by proactively addressing customer issues/gaining VOC
• Deploys 80-20 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, continuing to escalate as appropriate
• 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
• Assist White dot owners of department strategic initiates as needed.
• Onsite office presence required
• Further tasks outlined on RACI &/or assigned by leadership

Education, Experience & Skills Required:

• Bachelor’s degree required
• Five to seven years of professional Customer Care experience required
• Minimum of 5-7 years’ experience within the Regal Rexnord Customer Care Team or Comparable business experience
• Experience leading or managing a Customer Service team
• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems required.
• Advanced Excel Skills required: VLOOKUP, pivot tables & reporting tools
• Experience with 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 demonstrate 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 department
• English skills on business level, German language skill is a nice to have

About Regal Rexnord