Overview JOB TITLE : Customer Care Supervisor DEPARTMENT : Customer Care REPORTS TO : Operations Manager, Customer Care Major Function Oversees the day-to-day Customer Care experience leading a team of 9-10 people and manages performance reviews and coaching. Provides customers and team members with information to solve problems or assist in making sound decisions to achieve customer satisfaction. Handles customer complaints and provides resolution, bringing issues to the manager’s attention when necessary to ensure satisfactory service delivered. Essential Duties and Responsibilities Day to day tactical operations: Monitors KPI’s ensuring attainment of metrics Conduct coaching opportunities for the team and individuals Answers team members questions, assisting in decision making Planning daily workloads and activities Coaching and guides team to deliver great customer experience and grow career with Nilfisk Provides solid coaching and mentorship to team members: Performs one on one meetings with team Performs meaningful performance conversations for team members and provide feedback Creates standard operating procedures and coaches team members. Customer Satisfaction: Handles escalated customer issues from sales or customer care coordinator Escalates issues as needed Act as customer advocate Handles inbound call volume/off-phone activities to support team members if needed Minimum Requirements Education : College education desired Experience : Minimum of 5 years customer service experience, with 3+ year’s customer service leadership experience. Must have strong proven focus solution finding Has proven history in solid attendance, leadership among peers, and has met metrics as assigned Found, proposed, and improved at least 5 processes/procedures Knowledge & Personal Attributes : Good telephone manner to enhance relationships with customers Ability to be persuasive with customers, keeping customer satisfaction as a guiding factor Ability to plan, organize, and manage multiple tasks Ability to analyze problems and solve work related issues Excellent oral and written communication skills Able to interact with all functional areas and all organizational levels High level of attention to detail Solid attendance and reliable Accountable, quality driven High level of professionalism and solutions based decisions Demonstrated leadership skills among team Strong focus in solution finding with clear communication skills Team oriented with a solution mentality Computer Skills Familiar with MS Word, Excel, and Office (Microsoft Suite) Working knowledge of ERP systems, such as LN/SAP Working knowledge of CRM systems, such as SFDC Capability to learn new software Additional Information Let’s create a cleaner future together. Clean is changing. Today, cleaning is a key contributor to health and safety, and a new clean is emerging, driven by technology and innovation. At Nilfisk we are a driving force in this development, and we work as one team with one agenda, supporting each other across an exciting, dynamic organization. Being part of Nilfisk means having the freedom to speak your mind and do what you do best. You will thrive by having a hands-on approach and the drive to bring your great ideas to life. At Nilfisk you can lead, innovate and collaborate for a cleaner future. Are you ready to make a change? We embrace diversity and equality with an environment of inclusion. We encourage everyone to apply for the position, regardless of origin, race, ethnicity, religion, physical or mental ability, gender, gender-identity or expression, sexual orientation, and age. Nilfisk offers a competitive total compensation package. Benefits include Health, Dental, Vision, Basic and Supplemental Life, Critical Illness and Accident Insurance, Flexible Spending Accounts, Health Savings Account with Company Contribution, 401K with Company Match, Long and Short Term Disability, Employee Assistance Program, Legal Plan, Parental Leave, Paid Vacation and Sick Time, Paid Volunteer Day, Tuition Reimbursement, Wellness Reimbursement, Scholarship opportunities, etc. Benefits The estimated pay range indicates the expected annualized pay range for this position. It may not include potential bonus incentives such as annual bonuses as well as sales and sales related incentives, or overtime (on eligible positions). The actual pay offered may vary based on several factors, including the applicant\'s qualifications, relevant experience, unique skills, education level, certifications or licenses, and the location from which they will work. The final pay determination will comply with state or local minimum wage laws applicable to the job\'s location. We may ultimately pay more or less than the posted range. This range may be modified in the future. Job applicant FAQ Do you have questions regarding the recruitment process or alike? Please visit our FAQ for job applicants. Talent Acquisition Process Nilfisk does not charge any fee at any stage of the recruitment process. We do not request payment or fees from candidates for any employment-related purpose. If you encounter any such activity, please report it immediately on the Nilfisk Whistleblower website. Nilfisk is an Equal Opportunity employer. We consider all qualified applicants without regard to race, religion, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors. #J-18808-Ljbffr