Supervisor, Customer Care

Work Model: You’ll work in a hybrid model, onsite at your designated Regal Rexnord location, with flexibility to work remotely.
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Position Summary:
Provide leadership and direction through effective communication to all customer service personnel including co-supervisors and management within the supported team/s and department. Support specific escalated customer service activities providing sales growth opportunities for lines of businesses as assigned.
Major Responsibilities
I. Bay Management
Meets and exceeds key performance indicators set by the business.
Leads, drive and motivate the team for continuous improvements towards achievement of set goals
Monitors team performance daily.
Analyze stats trends and formulate/implement action plans to ensure continuous improvement
Adheres to business workflows set by the division
Assists and supports subordinates towards first call resolution by providing real time solution
Communicates key imperatives and team’s strategies during pre-shifts
Creates daily and /or weekly goals directly related to the business’ mission and vision
Sets team and individual goals that compliment overall strategy
II. Monitoring, Coaching & Mentoring
Conducts documented monitoring sessions with feedback provided to the subordinate.
Provides individual development plans highlighting specific improvement plans
Provides direction & sound advice to the team members (mentor role)
Identifies team issues and provide sound advise based on good judgment
Develops and train team’s logical problem-solving skills.
Relays important updates to subordinates
Develops own resources and utilizes creative resolutions to resolve problems
Flags up personal training requirements to Customer Service Manager.
Conducts Quality Monitoring for recorded and real time calls /emails/chat and provides feedback to CSRs
Calibration with Learning and Development Team, Customer Service Manager and tenured CSRs in monitoring calls/emails/chat for quality assurance.
Supports Training Team in all aspects of advanced product and process trainings of Customer Service Department.
III. Ensure (by inspection) day to day business practices are incorporated
Respond timely and accurately to escalations of the subordinates
Verifies problem and validates escalation prior to further escalation
Escalates problem only when necessary and aid towards resolution
Maintains a line of communication with the identified escalation points
Adheres to Regal defined processes & procedures
Makes decisions on how to address and resolve customer situations
Works directly with POCs from different departments to support both internal and external demands
Assists in the development of product and process training modules under the direction of management
Delivers product and process trainings to new hires, peers and other internal personnel.
IV. Timely completion of administrative tasks
Provides Customer Service Manager with daily update of headcount and absence.
Maintains acceptable levels for granting vacation and holidays.
Efficiently manage activities and utilization of the team
Adheres closely to daily schedules while other assigned tasks are executed on time
Prepares reporting requirements to immediate supervisor and client.
Coordinates with various functional groups for team requirements
Assists in interviews (Phone screen, on-site) and departmental personnel attendance for customer service staff
V. Maintain positive work environment
Allocates ample time on the floor coaching, monitoring and mentoring subordinates.
Effectively and consistently administrates all HR policies and practices
Promotes consistent and fair administrations of open communication lines
Conducts weekly continuous improvement meetings with the team with updates on performance barriers and recognition of improvement areas.
Delivers and maintains consistent expectations to all team members.
VI. Maintain 2-Way communication both up and down the chain of command
Establishes and maintain daily dialogue with Customer Service Manager and subordinates.
Provides Customer Service Manager with status update on projects and programs
Conducts pertinent and timely pre-shifts with the team.
Handling everyday crisis (support tools/ERPs/Telecoms downtime or any operational issues).
VII. Performs subordinate functions and responsibilities when needed
Processes all customer orders though phone, fax and email.
Provides price and availability information to standard items.
Processes requests for special items (MTO), reworks and brand authorization for specific orders.
Product Information Support: Offers alternative/suggestive selling and product interchanges and provides basic catalog information to CSR’s, and customers.
Processes claims and return goods authorization (RGA) after analysis of customer inquiry.
Coordinates with PTS US escalation points on expedites, technical assistance, pricing information, e-business, product samples, account set-up and sales.
Process all requests for order maintenance on cancellations, delays, accelerations and quantity changes.
Manage, review, and maintenance all open backorders on a regular basis to ensure proper release and shipment based on specific customer instruction.
Coordinate the order’s release, invoice by date, picking, billing and shipping of orders with credit and collections team, distribution and logistics team for standard, reworked or modified products in conjunction with the customer’s requested date, distribution workload and availability of goods.
Protect PTS accountability by ensuring distributors, orders and shipments are trade-compliant based on ITC guidelines.
Maintains and updates all records of customer profile information at Oracle CRM or any central repository.
Participate in sales-driven projects and team initiatives.
Provide value-added services to customers and sales team.
Performs initiatives on team needs to help improve oneself and the team.