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If you are a
CUSTOMER SERVICE professional looking for an opportunity to grow, Emerson has an exciting opportunity for you based in our ROCKFORD, IL location!As Customer Service Supervisor, you will supervise a team of Customer Service Representatives that respond to customer requests by phone, e-mail, and other forums. Customer interactions include product selection, order entry, order management, expediting, tracking, issue resolution, and quoting product availability and lead times. You will manage day-to-day operations and workloads to deliver target service levels, train and coach Customer Service Representatives, and monitor and evaluate performance. You will also respond to customer escalated issues and work cross-functionally to problem solve, identify opportunities for improvement, and implement solutions. If you are customer-focused and thrive on solving problems and helping others in a fast-paced, dynamic business, the Professional Tools Customer Service Supervisor role might be for you.AS A CUSTOMER SERVICE SUPERVISOR, YOU WILL: - Oversee day-to-day operations of a multi-site staff, including remote direct reports, to deliver target service levels and excellent customer care with every interaction.
- Develop policies and standard work procedures to maintain efficient operations and implement continuous improvements.
- Utilize company ERP system (JD Edwards) to process orders, call center phone system (ININ) to manage call queues, and sales automation software (360Insight) to capture and manage customer cases and provide the business with customer feedback.
- Assist team in problem-solving and manage customer escalations.
- Use sound judgment in decision-making, including inventory allocation decisions for urgent orders.
- Assign and balance workload and organize work schedules, and evaluate and approve timecards, vacation requests, and overtime for the US-based staff.
- Hire new customer service staff.
- Serve as the Rockford, IL site leader for Customer Care individual contributors.
- Monitor and report customer service performance, and prepare and analyze team and individual performance metrics and provide corrective action when needed.
- Monitor and audit Customer Service interactions to ensure quality and identify training opportunities, working with the Customer Service Manager to create team training and development plans.
- Conduct regular training, coaching, and mentoring sessions and deliver performance reviews for all direct reports.
WHO YOU ARE:You identify opportunities that benefit the customer. You create teamwork, allowing others across the organization to achieve shared objectives. You separate and combine activities into efficient workflows. You effectively communicate in various settings: one-on-one, small and large groups, or among diverse styles and position levels. You readily action new challenges, without unnecessary planning. You take personal responsibility for decisions, actions, and failures.REQUIRED EDUCATION, EXPERIENCE, AND SKILLS:- Five (5)+ years of Customer Service experience
- One to two (1-2) years of supervising or leading people
- Bachelor’s degree in Business Administration, Marketing, or related field preferred
- Strong communication and presentation skills (verbal and written)
- Excellent problem-solving, analytical, and decision-making skills
- Excellent interpersonal skills and ability to lead
- Ability to collaborate cross-functionally with multiple departments, including Technical Service, Sales, Credit, Marketing, Sourcing, and Planning
- Strong drive for results
- Proficient in MS Office applications, including Excel, Outlook, PowerPoint, Word, and Teams
- Knowledge of ERP software, SAP or JDE preferred
- Experience with Call Center phone systems and sales automation systems preferred
- Legal Authorization to work in the United States - Sponsorship will not be provided for this role.
ABOUT USWHY EMERSON Our Commitment to Our PeopleAcross the globe, we are united by a singular Purpose: We drive innovation that makes the world healthier, safer, smarter, and more sustainable.We invest in our employees to ensure they have the marketplace knowledge, skills, and competencies to bring this Purpose to life while competing and leading in a global economy.Our training programs focus on end-to-end development, from onboarding through senior leadership.Our success is measured by the positive impact we make on people, our communities, and the world through our unwavering focus on environmental, social, and regulatory progress. Learn more about us!Flexible and competitive benefits plans offer you the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, 401(k), tuition reimbursement and more. We also provide you flexible time-off plans, including paid parental leave, vacation, and holiday leave.Our Commitment to Diversity, Equity & InclusionAt Emerson, we are committed to fostering a culture where every employee is valued and respected for their experiences and perspectives – and that reflects the world around us. We believe a diverse, equitable and inclusive work environment contributes to the rich exchange of ideas that inspires innovation and brings the best solutions to our customers.This philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and Diversity, Equity & Inclusion at Emerson.Work AuthorizationEmerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.Equal Opportunity EmployerEmerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: . ABOUT EMERSON Emerson is a leading global technology, software and engineering company providing innovative solutions for customers in industrial, commercial, and residential markets.Our Automation Solutions business helps process, hybrid and discrete manufacturers maximize production, protect personnel and the environment while optimizing their energy and operating costs.Our Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure.We help customers in the world’s most essential industries solve the biggest challenges of modern life.Every day, our global workforce fulfills our unified Purpose and lives out the Values we hold close as an organization: Integrity, Safety & Quality, Support Our People, Customer Focus, Continuous Improvement, Collaboration, and Innovation.Our Causes – Planet, Humanity, Champion, Inclusion and Future – shape, define and fuel Emerson’s culture while inspiring our innovative spirit and driving our focus.Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or recently received your master’s degree, you’ll find opportunities with us. Join our team and start your journey today!No calls or agencies please.
- ID: #40912231
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State: Illinois
Rockford
61101
Rockford
USA
- City: Rockford
- Salary: Depends on Experience
- Job type: Permanent
- Showed: 2022-05-15
- Deadline: 2022-06-27
- Category: Customer service