Log In
Sign Up
United States
Kärcher North America Inc Looking for Customer Service Supervisor at Aurora, CO Full Time
Job Description
Kärcher is the world’s leading provider of cleaning solutions with around 13,000 employees in 70 countries and an innovative product offer for commercial and domestic customers alike. Renowned for our innovation, over 90% of our products have been developed in the past 5 years. We owe this success to our employees, their skills, dedication, ideas and commitment. Constant investment in R&D, quality, marketing and design make us a well-known brand and a most attractive employer to develop your career with. Do you want to be part of our growth story?
Customer Service Supervisor – Aurora,CO
Purpose
This position will be the Supervisor of the Target group customer service team as the primary escalation and support point for routine and non-routine issues. Provide confident leadership, supportive mentoring, development and accountability to those team members under your stewardship. You will also Provide high-level support and project administration to the Customer Service Manager as needed.
Essential Duties and Responsibilities
- Must demonstrate proficiency in all Customer Service I, II, and III job requirements
- Help develop and manage process flows, SOP, metrics, and KPI needed for the target group.
- Proactively review target group customers to determine process flow requirements needed to drive positive order fulfillment of such customers. This includes proper documentation and monitoring of such requirements needed for successful experiences with Karcher North America.
- Monitor daily operations of target group team, including monitoring of phone queues, scheduling, SuccessFactors, attendance and team productivity
- Support the Customer Service Manager to ensure daily operations are efficient across the Customer Service Department
- Ensure all team members have proper tools to be successful in their roles
- Responds to and resolves escalated issues as needed by the Target group team and any other support needed by the Customer Service Manager.
- Provide training to Customer Service Reps on new policies, procedures and provide onboarding training to new team members
- Act as and mentor to Customer Service team members regarding issue resolution
- Act as the primary escalation point for customer issues that cannot be resolved by the Customer Service Representative; requires ability to de-escalate and problem solve in such a way that meets customer needs as well as protecting the interests of the business
- Responsible for job performance of assigned team members. This includes SuccessFactors objectives, accountability, and performance growth. Work with the Customer Service Manager on all personnel issues or objectives.
- Look for and act upon opportunities for improvement within the target group team as well as Customer Service Department overall
- Maintain a high level of professionalism at all times
- Participate in various department and company projects and objectives
- Provide support as needed to Customer Service Manager for items such as customer escalations and specific account maintenance functions
- Impact the company’s bottom line by ensuring high levels of customer satisfaction and improvement of Customer Service Team daily operations
- Stay up to date on company product and policy information as required
OTHER DUTIES AND RESPONSIBILITIES
Other duties assigned
QUALIFICATIONS
Education
Associate Degree or equivalent experience.
Experience
- years’ experience in Customer Service and/or related field
Knowledge, Skills and Abilities
- Ability to remain professional and courteous with customers at all times
- Ability to anticipate and proactively meet customer needs based on initial inquiries and/or limited information
- Excellent verbal and written communication skills
- Demonstrated conflict resolution and customer de-escalation skills
- Strong reasoning and problem solving skills
- Demonstrated ability to identify and act on opportunities for improvement
- Demonstrated project administration skills within the department
- Demonstrated non-routine issue resolution experience
- Demonstrated ability to lead empowered teams
- Proficient in MS Office, including Word, Excel and Outlook as well as the internet and other computer programs
- SAP experience preferred
Language Skills
Fluency in English required, which includes excellent communication skills both oral and written.
Mathematical Skills
Ability to add, subtract, multiply, and divide two digit numbers and to multiply with 10’s and 100’s.
PHYSICAL DEMANDS
Occasionally lifts up to 30 pounds or carries, and balances while working in the office environment and frequent use of eye, hand, and finger coordination.
WORK ENVIRONMENT
Normally in a typical office environment with a computer, it’s peripherals, and IT. Makes regular visits to manufacturing and distribution facilities.
This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. These may be added, removed, changed or reassigned as needed to accommodate business requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We are an Equal
Base Salary
$60,000 – $70,000
Incentive Plan
Karcher Incentive Plan (KIP) – up to 10% of annual salary
Benefits
Kärcher has competitive benefit offerings for all full-time employees, which include but are not limited to:
- Medical, dental and vision plans
- Employee, spouse, and child life insurance
- HSA and FSAs for health care, child care, and commuting
- 401k matching up to 4%
- Paid holidays (11 per year)
- Flexible PTO for exempt employees; generous PTO for non-exempt employees
- Paid sick time
- Short and long term disability Insurance
- Employee purchase program for all Kärcher retail products
- Tuition reimbursement program
- Headquarters location equipped with onsite cafe and fitness center
Contact
Benique Lucero
Talent Acquisition
Kärcher North America, Inc.
6398 N. Kärcher Way
Aurora, CO 80019
https://
