Customer Care Supervisor
Core
Lead and develop a Customer Care team to drive continuous improvement, manage workflow, and deliver best-in-class customer experiences for industrial clients.
Role type
Customer Care Supervisor (Team Lead)
Builds
Customer service operations and team performance for Regal Rexnord's industrial power transmission and automation products.
Domain
Industrial manufacturing (power transmission, automation, motion control)
Deliverable
client delivery
Required skills
Team leadership and coaching, workflow management, KPI tracking, conflict resolution and escalation management, continuous improvement methodology, strategic account management, data analysis and reporting, ERP system navigation, CRM platform proficiency, eCommerce platform navigation, product knowledge and troubleshooting, mechanical/technical aptitude.
Preferred skills
German language proficiency, experience with Regal Rexnord or comparable business.
Technologies
SAP, Salesforce, Microsoft Dynamics, SharePoint, MS Teams, Windows OS, Advanced Excel (VLOOKUP, pivot tables).
Responsibilities
Manage workflow to drive customer satisfaction and service levels; conduct training, quality assurance, and new hire recruitment; lead weekly team huddles and one-on-one meetings; identify career advancement opportunities for the team; act as escalation point for customers and internal departments; deploy 80-20 principles for strategic accounts; drive continuous improvement initiatives; assist with departmental strategic initiatives.
Seniority
Mid-level manager (5-7 years experience)