Beko Home Appliances USA Hiring for Supervisor, Customer Service Team at Bolingbrook, IL Full Time

ing to the Manager of Spare Parts Operations and Customer Service, the Supervisor, Customer Service Team is responsible for leading the consumer contact strategy, which will include day to day supervision of the Customer Service Team, will ensure phone coverage during operating hours, setting hours of operation, establishing standard work and process documentation for all CS functions, establish a quality evaluation process and coaching of Customer Service Representatives, serve as the business owner for the CRM technology system (Zendesk), establish and maintain customer service KPI’s, manage the service returns process, as well as represent all Customer Service needs to leadership. The Supervisor, Customer Service Team will work closely with various organizations within the company, specifically Field Service, Parts Operations, Sales, IT, Finance, and others.

Duties and Responsibilities:

• Working closely and collaboratively with the Sales Team, Field Service, Finance, and other functional areas, the Supervisor, Customer Service Team will identify and collaborate to ensure all consumer scenarios (schedule service, part order, product question, etc) and contact modes (chat, email, social media, etc.) are incorporated into the strategy.
• Successfully manage a team of direct and/or indirect s as well as manage several vendors as needed.
• Build, maintain, and improve various KPI’s that support the performance of both the consumer experience as well as the after-market businesses. Those KPI’s will include, but are not limited to average speed of answer, answer rate, handle time, customer satisfaction, net promoter score, sales, and others.
• Provide day-to-day leadership to ensure a high-performance, customer service-oriented work environment that supports achieving the Department’s mission, objectives, and values
• Prioritize, assign, evaluate, and supervise the work of all Customer Service Representatives
• Provide coaching and guidance for performance improvement and development; directs the training of new representatives
• Plan and implement work programs and customer service activities, modifies departmental procedures and processes
• Create and improve customer service processes and procedures
• Collect data and complete customer service analytics s
• Plan and implement effective customer service strategies
• Maintain a full record of customer data
• Analyze customer service s and suggest improvements
• Prepare annual team targets
• Prepare and assign work schedules to team members
• Train customer service staff

Attributes:

• Analytical Proficiency, Problem Solving, Results Orientation, Continuous Improvement Mindset, Time Management required
• Ability to multi-task and work under tight deadlines is important
• Strong written and verbal communication skills
• Highly collaborative and team oriented
• Ability to coach and develop talent

Qualifications:

• High school diploma or equivalent is required
• Advanced education, i.e., associate’s or bachelor’s degree in Business or related field is helpful
• 5+ years’ experience in customer service, consumer experience, call center operations, product returns with major consumer brand durable goods companies is preferred
• Team player that demonstrates a collegial/collaborative working style
• Action-oriented and responsive in a very fast-paced environment
• Microsoft Office Outlook, computer skills required
• Qualified applicants must be a U.S. Citizen or Legal Permanent Resident card holder. Sponsorship is not available for this role.