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Customer Service Supervisor in Appleton, WI at ITW Welding

Date Posted: 1/24/2019

Job Snapshot

Job Description

OVERVIEW:

Comprised of a market-leading portfolio of best-in-class brands, the businesses of ITW Welding work together to provide premium performance delivered through a breadth of solutions encompassing welding, cutting, consumables, and accessories. ITW Welding North America represents Miller Electric Welding Equipment, Safety & Accessories, Hobart Filler Metals, and Bernard / Tregaskiss MIG Guns.

BASIC DESCRIPTION:

Miller Electric is about building things that matter. As part of the Miller Customer Service team, you become an important part of how people build, repair and create to make this a better, brighter world. This role will provide a challenging and rewarding work environment where you will create a positive experience for our customers through problem solving and fulfilling their needs.

The primary function of this role is to be a leader within Miller’s customer service team, and to provide support to our welding distribution partners and our field sales employees.

Essential Functions:

Leadership

  • Provide leadership, communication, coaching, performance management, professional development and skills enhancement for the customer service team to drive best in class customer experience.
  • Energize the customer service team, by driving clarity and conviction around “what” the vision is, “why” it matters and engage the team in “how” we execute linked to the ITW business model.
  • Foster a continuous improvement mindset within the customer service team.
  • Be an effective change agent to support the customer service vision and long-term goals.
  • Model positive and productive relationships at all levels ensuring a fun work environment.

Customer

  • Lead the daily operations of a customer service team; ensuring all customer inquiries are handled in a consistent, friendly and professional manner.
  • Resolve non-routine customer complaints and service issues to ensure a high level of customer satisfaction.
  • Provide an appropriate and best in class customer experience for all customer segments, through a differentiated customer service model.

Process

  • Analyze customer trends from an outside in perspective and address concerns with proactive solutions.
  • Continuously provide process, policy, and operational improvements.
  • Develop, enhance and reinforce policies, and effectively communicate to internal and external customers.
  • Manage a variety of available resources (people, financials, processes, tools, etc.) to achieve business results and organizational goals.
  • Prioritize, assign and monitor progress of Customer Service Representatives tasks and projects.

Talent Management

  • Build and maintain a positive work environment that fosters customer service excellence.
  • Maintain a deep understanding of individual CSR skills, knowledge and experience, and coach the team to support employee growth and career planning.
  • Develop, hire, and retain a diverse pipeline of talent to proactively support business needs.

Job Requirements

MINIMUM QUALIFICATIONS:

  • 3 years of customer service supervisory experience preferred.
  • Minimum of 5 years’ experience in a customer service or equivalent role required.
  • Strong interpersonal and communication skills required.
  • Ability to interact with all levels within and outside the organization.
  • Ability to work effectively in a dynamic and high-pressure environment, while providing calm and collected leadership.
  • Comfortable working effectively and leading others thru a rapidly changing environment.
  • Post-Secondary degree preferred or related experience.
  • Intermediate Proficiency in MS Office programs (Word, Excel, and PowerPoint) and exposure to Customer Relationship Management (CRM) systems preferred.

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