Supervisor Customer Care Service Coordinator (remote) - Smiths Detection : Job Details

Job Description

Customer Care Service Coordinator Supervisor overseas the daily activities of the Customer Care Service Coordinators. The supervisor will be responsible for completely understanding and being able to perform the same functions of his/her team. This position requires a tactful, insightful, empathetic yet long term profit-focused individual who exhibits a strong sense of urgency and is able to address issues constructively while working through difficult situations. Cultivates a customer focused culture consistently delivering exceptional customer service and satisfaction to internal and external stakeholders, and coordinates all customer care service activities consistent with strategic team and company goals & objectives. This position requires exceptional attention to detail, excellent quality communication skills and timely follow-through. A positive attitude is essential for this position.

This position requires having the ability to positively relate and communicate with our team members, customers, vendors, co-workers, service technicians, sales personnel and all other internal teams. Proven ability to instill accountability and ownership of tasks in self and others. This includes carrying out customer care service coordinator responsibilities to maintain and grow our loyal customer base. This position also requires professional and articulate phone skills, accurate typing, and minimal supervision. Will coach, counsel, mentor and motivate customer care service coordinator personnel. Assists with creation and implementation of training, career path, rewards and recognition and development programs to enhance employee performance and operational effectiveness. Customer Care Service Coordinator Supervisor must present professionalism in verbal/written communication and demeanor at all times. Has excellent written and oral communication skills and works well in a team-oriented environment. This position requires an individual that is consistently looking for areas of improvement within processes as well as career development of self and others. Shift work and overtime outside the normal work day could be required.

Duties & Responsibilities

* Create a high-performing inclusive culture by leading effectively, differentiating performance, developing talent and building an inclusive team

* Oversee the team use of our enterprise system to generate the appropriate work order for field service engineer to understand the purposes, location, parts, warranty, dispatching etc. for the work orders

* Maintain liaison with Field Service, Supply Chain, Technical Support, Sales, and other related departments to remain up to date on all open Service Orders.

* Ensure proper handling of all customer interactions; service order maintenance, changes, inventory allocation, and all Field Service related actions associated with Field Service Orders.

* Review completed orders for errors or omissions. Periodically audit paper trail and advise manager of process deficiencies noted.

* Ensure timely processing of billable work orders and 3rd party manual FSR

* Guide the Customer Care Service Coordinator Specialist team in order taking procedures, work order processing and dispatching and customer relations techniques.

* Monitor the ordering process, evaluate team order-taking performance, and oversee response by staff to customer inquiries and complaints.

* Interview, select, train and mentor new employees, including on-going assessments.

* Hold Customer Care Service Coordinator meetings to keep staff updated on new products, procedures, information discussed in management meetings, etc.

* Ensure employees adhere to company policies and procedures, safety rules and employee code of conduct. Monitor employee performance, help write and deliver annual employee reviews.

* Initiate and support continuous improvement processes for the team.

* Provide advanced level of support to key accounts, such as large commercial customers and Government customers.

* Develop and maintain positive working relationships with internal customers, team members and business contacts

* Supervises team of first tier technical support of customer's issues with our equipment.

* Investigates, analyzes and rectifies customer concerns or elevates problems to management attention when necessary.

* Oversees order entry processing for the team.

* Supervises Return Material Authorization (RMA) process

* Handles escalations as required.

* Provides quality feedback and coaching to team members as required.

* Travel, overtime and work hours other than Monday-Friday may be required.

* Comply with and ensure department compliance with Company health, safety and environmental policies

* Comply with all applicable U.S. export control and security regulations

* Required to successfully obtain government clearance(s)

* Other duties as assigned to assure the success of the call center

* Call center operations run on a 24/7 schedule include weekends and holiday.

* Supervisor needs to flexible to support team members.

Diversity & Inclusion

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

The Individual

Education/training:

* Bachelor's degree. Equivalence achieved through comparative work and life experience is acceptable.

* Strong computer skills are essential for this position.

* Experienced with Microsoft Office software, specifically Excel

* Previous experience using a Contact Management software preferred

Experience:

* Minimum of 4 years related work experience required.

* Previous experience work history involving field service dispatching/scheduling, customer service and or call center experience required.

* Previous experience supervising others and coordinate with field service personnel or supervising a remote work staff is a plus.

Knowledge skills/ other attributes:

* Ability to multitask and manage various projects simultaneously required. Demonstrated excellent written and oral communication skills.

* Individual must possess sound customer relations skills and have a strong orientation for customer focus and teamwork.

* Must be responsive to all customer issues at all times.

* Strong proficiency in data entry tasks and the ability to utilize various functions throughout the Service Management System (SMS) database are required as well as capable and comfortable with learning new software as required.

* Possess the ability to communicate effectively and tactfully with team members and customers with an intense bias for action.

* SAP or ServiceMax experience a plus.

Supervises:

Directs the activities of assigned Customer Support Service Coordinators. A team of 5-10 staff members.

Job dimensions:

* Possess excellent organizational, communication, interpersonal skills with the ability to multi task several projects at once.

* Excellent customer service skills and the ability to handle stressful situations.

* Self-motivated, reliable, and accountable individual

* Possess outstanding telephone and email skills

* Possible travel up to 25%

Background:

This position requires Sensitive Security Information (SSI) access and vetting via the TSA. Applicant must successfully pass a federal background investigation. This position requires a U.S. Personal Security Clearance

Salary & Benefits

The compensation for this position ranges from $37,446.60 - $87375.40/yr and will vary depending on factors such as your location, skills, job-related knowledge, and experience. The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonus or commissions. Smiths Detection provides comprehensive benefits including healthcare, 401K savings plan, company holidays, vacation, sick time, parental leave and an employee assistance program. Eligibility requirements apply

About Smiths

At Smiths we apply leading-edge technology to design, manufacture and deliver market-leading innovative solutions that meet our customers' evolving needs, and touch the lives of millions of people every day. We are a FTSE100, global business of around 14,600 colleagues, based in 50 countries. Our solutions have a real impact on lives across the planet, enabling industry, improving healthcare, enhancing security, advancing connectivity and supporting new homes. Our products and services are often critical to our customers' operations, while our proprietary technology and high service levels help create competitive advantage. We welcome colleagues with a curious mind, who are happy with responsibility, enjoy a challenge and are attracted by the idea of working at a business with an almost 170 year history of innovation, and five global divisions, all experts in their field.

About Smiths Detection

Smiths Detection is a global leader in detection and screening technologies for the protection of people and assets, supporting safety, security and freedom of movement in today's world.

Additional Information

Smiths Detection is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters If you'd like to view a copy of the company's affirmative action plan or policy statement, please email US HR Team [email protected].

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected] or call toll-free 877-###-####. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. Smiths Detection, Inc. participates in the Electronic Employment Verification Program.