The Supervisor, Customer Service oversees and leads a team of front facing Customer Service Representatives and a Customer Service Lead 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. As this role supports a diverse group of internal and external customers it requires a fine balance of meeting customer needs and expectations along with 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 Participates in hiring and staffing for the department.
Maintains a diverse, effective and cohesive team-oriented group of front facing Customer Service Representatives. Supports departmental budgets and is accountable for tight expense control in the department to meet budget objectives. Oversees the development and engagement of the all team members.
Works closely with other Supervisors, the Director, Quality Analyst and the department Trainer to ensure all team members receive the coaching and training they need to meet/exceed expected performance levels. Understands and uses key performance metrics to drive individual and team performance. Leverages internal systems and “effortless experience” training programs to help develop Customer Service Representatives who may eventually move into roles of increased responsibility within Diversey.
Sets direction for team members including a commitment to constantly exceed the needs of our customers. Clearly understands, communicates and executes Diversey World Class Customer Service vision and culture. Actively promotes and reinforces the company’s core values, strategic initiatives and code of conduct with CSRs.
Proactively develops and manages professional relationships and contacts with key customers, sales, and cross functional teams to create a network of peers. At times leveraging these relationships to and identify ways to improve our service levels to our customers and achieve company goals. Understands the needs and priorities of the business and ensures that CSR’s execute to meet these needs and priorities.
Creates open communication with Customer Service team members, customers and sales so that any changes or impact on customer expectations are timely communicated (i.e. timing of service, receipt of replacement parts, reporting) As customer issues arrive, take ownership of concern(s) and resolve within Key Performance Indicators (KPIs) and when necessary, coordinate activities with other departments to ensure complete customer satisfaction Effectively and efficiently address customer’s special needs and requirements, including resolution of complaints and issues.
Approach employee and customer concerns with an owner mindset to identify the root cause and communicate with key stakeholders to avoid similar concerns Approach to make recommendations and implement improvements to existing processes Actively participate in relevant meetings to identify ways we can improve the service we offer to internal and external customers REQUIRED QUALIFICATIONS: Fluent in English (verbal and written communications) 10 years of relevant work experience in a Customer facing role. 3 years of relevant work experience in a Supervisory or Management position Computer literacy (CRM Tool- CRM OD, Salesforce, Microsoft Office, Gmail and Google docs) Demonstrated competency in setting direction, meeting commitments, leading people and winning together. Experience with supporting North American based customers or experience in living abroad.
(USA, Canada) High speed internet access for occasional work from home capabilities ADDITIONAL QUALIFICATIONS: Professional communication skills – Should be able to communicate with customers, internal stakeholders, peers, and vendors both via verbally and via e-mail in a respectful and friendly manner when under stress Active listening skills – Ability to ask probing questions, understand concerns and overcome objectives Ability to build relationships by phone and e-mail Ability to work in a fast paced environment – Should be able to multi-task with proven follow-through and adherence to changing priorities and deadlines Attention to detail – Should be able to complete accurate data entry tasks Action orientated – Should be able self-start and follow up on feedback to ensure positive outcomes with a willingness to learn Collaborative team player – Should be able to establish solid working relationships with stakeholders with a friendly disposition and high energy Desire to challenge current processes for improvement Comfortable with presenting information and training in a group setting Candidates should have experience in working in a large, fast-paced, time-sensitive office environment Strong analytical skills, technically apt, adept at problem solving and managing escalations Ability to multi-task, prioritize and comfortable with rapid change Detail-oriented, self-motivated; ability to take on additional responsibilities as required and be able to work with minimal supervision Strong knowledge of SAP and Salesforce desired. Diversey’s purpose is to protect and care for people every day. Diversey has been, and always will be, pioneers and facilitators for life.
We constantly deliver revolutionary cleaning and hygiene technologies that provide total confidence to our customers across all of our global sectors, including: cleaning products, systems and services that efficiently integrate chemicals, machines and sustainability programs. This makes us unique among leading global hygiene and cleaning companies. Everything we do has our customers’ needs at its heart and is based on the belief that cleaning and hygiene are life essentials.
With over 94 years of expertise, we safeguard our customers’ businesses, contributing to productivity improvements, lower total operating costs and brand protection. Led by Phil Wieland, CEO, and headquartered in Charlotte, North Carolina, USA, Diversey employs approximately 9,000 people globally. Diversey is an equal employment opportunity employer that does not discriminate or tolerate harassment or bullying against job applicants or employees on the basis of race, color, age, religion, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender (including pregnancy), gender expression and identity, sexual orientation, military or veteran status, or any other characteristic protected under applicable federal, state, or local laws.
It is the policy of Diversey to make hiring and promotional decisions without regard to the characteristics above. The primary factor in these types of decisions is an applicant’s qualifications for the needs of the position to be filled.
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