Client Services Supervisor

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Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role

This position supervises entry level employees or team leaders of support employees in Customer Service. Provides close supervision of call responses and handles escalated calls. Trains staff in Customer Service procedures and provides changes to procedures to ensure continuous improvement.

Key Responsibilities:

• Leading vertical focused Associates

• Initiate and/or lead specific department initiatives as outlined by department objectives and management to drive efficiencies and foster engagement

• Proactively identify automation opportunities and process improvement to drive efficiency and team productivity

• Allocate resources to support and complete Client Services related tasks and meet expected KPI goals (turnaround time, on time delivery, phone service level etc…)

• Guides and coaches Client Service team members to ensure positive, consistent, and helpful communication to customers

• Primary resource for Client Services team for procedural issues/questions

• Follow up on issues until resolution is determined and keep CS teams informed

• Proactively engage with other Customer Experience teams to broaden knowledge of customer programs in an effort to share information among teams

• Evaluate and keep management apprised of status and progress of work including delays, modifications, and/or problems

• Coordinates and participates in training of new employees

• Assist with capturing, assessing and presenting customer complaints related data to establish/update processes and improve efficiencies

• Conduct impact assessment related to customer complaints and escalate through defined process to appropriate groups

• Client Services and Order Support related tasks

• Support Client Services related tasks, including review customer purchase order/contract review; order qualification and processing; post sales follow up; customer and program engagement; coordination with Sales, Program Management, other Support Services teams and Supply Chain

• Support E-Commerce related development and customer onboarding activities

• Act as a customer advocate by proactively making decisions to ensure timely delivery

• Work with existing customer base modeling superior customer service and sharing knowledge with team

• Field inbound communication regarding customer inquiries and orders

• Collaborate with Supply Chain/Inventory, Programming, Shipping, and Finance departments to ensure on time deliveries and consistent customer communication

• Acts as point of contact and coordinate with vertical team members for daily Operations requiring prioritization or procedure related questions

• Participate in customer program rollout and disseminate pertinent information throughout the Support Services teams

• Other tasks and projects as assigned

Required Qualifications:

• High School Diploma with 3 years of customer service experience.

Preferred Qualifications:

• Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution.

• Bachelor’s degree required in business, leadership, management, or similar program specialty (or equivalent combination of education and work experience if Bachelor’s degree is planned or in progress)

• Minimum 5 years of experience in Client/Customer Service role or similar understanding high competition, strong sales drive, and urgency

• Demonstrated excellent verbal and written communication required to clearly convey ideas, concepts, and processes that are tailored to the audience

• Demonstrated willingness to learn, coach, lead, and motivate a team

• ERP (specially CRM application) experience required

• Adaptable and accepting of change

• Desire to grow within department

• Previous experience in leading or supervising a team preferred

• Understanding of Sensitech’s client base and industries

• Intermediate level of Microsoft Office tools

• Knowledge of ISO9000 Quality Systems

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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