Skip to content
Customer Care Supervisor
| Company | Denso |
|---|
| Location | Long Beach, CA, USA |
|---|
| Salary | $78000 – $98000 |
|---|
| Type | Full-Time |
|---|
| Degrees | |
|---|
| Experience Level | Senior, Expert or higher |
|---|
Requirements
- Excellent project management skills including the ability to define program, project or process objectives, identify customers/stakeholders and their interests, plan steps, and to coordinate resources to accomplish goals and objectives in an effective and timely manner
- Excellent written and verbal communication skills. Must be a skillful presenter that can interpret information based on a general knowledge of the organization, its products and procedures, and provide an independent explanation and discussion based on the technical or complex nature of the materials being discussed
- Excellent customer service skills with an ability to approach every business relationship partnership
- Excellent analytical skills with an ability to independently evaluate and develop innovative solutions to complex situations, applying knowledge of specialty area and use of sound judgement
- Excellent negotiation skills. Ability to resolve difficult or complicated situations that are often sensitive in nature. Recognizes and applies subtle cues in anticipating customers’ needs and potential next steps.
- Takes strong stand without indicating disrespect and seeks positive outcomes
- Demonstrated competency in working with computer software and mainframe applications to manipulate, analyze and reconcile data
- People management
Responsibilities
- Plans, directs, supervises and evaluates the workflow of customer support representatives.
- Provides the support needed to achieve their pursuit of providing the highest level of customer support.
- Ensures that customer support staff remains knowledgeable regarding the company’s latest product and sales information by scheduling and supporting frequent training.
- Sets KPI targets for the team and monitors achievements. Develops countermeasures when problems are identified.
- Performs Human Resources activities including tracking of time and attendance, associate counseling, scheduling, tracking training needs, evaluating work performance and assisting in skill development.
- Identifies, recommends and implements operational improvements with the goal of improving the customer support experience for all new and existing customers.
- Develops all new and modified standard operating procedures for the customer care/order processing unit.
- Completes special projects as directed.
- Performs other duties as assigned.
Preferred Qualifications
No preferred qualifications provided.
