customer relations United States
Job description
Are you looking for an exciting opportunity?
We currently have a full-time opening for a remote Customer Care Supervisor. If you are looking for a fast-paced environment where you can make a difference every day, then this is the opportunity for you!
PLEASE NOTE: Applicants for this position will need to work from 8:30AM to 5PM Pacific time.
The right person to join our team...
Demonstrates ownership and accountability, strong problem solving and decision-making skills; possesses a strong work ethic and integrity; demonstrates the ability to: collaborate and self-manage, communicate effectively both written and verbal, and lead and influence others effectively. Must be results driven with a strong attention to detail with focus on accuracy and compliance.
This position is responsible for...
The Customer Care Supervisor, under direction of the Customer Care Director, is responsible for day-to-day supervision of the domestic/international, non-insurance billing Customer Care Team while providing Regional and cross-Regional support. Responsibilities include order management functions supporting on-time-in-full delivery performance, continuous process improvement, performance management, and leveraging systems and applications to increase efficiencies and recommend automation to improve the customer experience. S/he serves as the point of contact to support the team which includes the management of escalated customer and sales team issues, advanced product questions, return and complaint management, daily inquiries and root cause analysis and corrective action. S/he is responsible for hiring, training, coaching, and addressing performance of staff and will be responsible for ensuring timely and accurate processing of orders by the team as well as daily order management, including backorder/backlog by working cross-functionally with Sales, Planning, Operations, Logistics, and Supply Chain teams.
Your day will be very busy… you will:
- Hires, trains, and performance manages remote staff; creates individual development plans; and establishes statistical based performance metrics to ensure appropriate staffing levels and resource allocation.
- Reviews metrics monthly, provides timely and consistent feedback regarding performance. Evaluates training programs to ensure content meets staff needs.
- Responds to external and internal customer inquiries and complaints, including Sales Representatives and our business partners to resolve and escalate without the direction of others.
- Creates onboarding and continuous training schedule for team to ensure they are calibrated for maximum performance & capability.
- Attends advanced product training to gain knowledge in support of the Customer Care team. Uses product knowledge to support and answer inquiries from external and internal customers, including Sales Representatives and other team members, as well as consumers regarding product usage.
- Receives and enters orders and returns into applicable ordering systems with timeliness and accuracy. Logs customer feedback and issues into the complaint system. Utilizes other department systems as needed such as the intranet, UPS/FedEx Tracking, Customer Notes, BCS and Outlook to research account information, track shipments, and generate internal and external electronic communications.
- Ensures customer satisfaction by providing outstanding service with advanced product knowledge.
What we can offer you...
Our insurance benefits are effective the 1st of the month after your hire date. (Included on the posting where we thought this would be a draw.)
- Medical /Dental /Vision plans
- PTO (paid time off)
- Holiday Pay
- Life Insurance / STD / LTD
For more information regarding Company benefits, please contact [email protected].
Salary/Pay Range: $64,300 - $84,600 annual base.
This range reflects the minimum and maximum target range for new hire base salary/pay across all US locations. Actual pay is based on many factors unique to each candidate, including but not limited to geographical location, work experience, skill set, relevant trainings and certifications, and business needs. The base pay range is subject to change and may be modified in the future. This role is also eligible for Breg's corporate bonus plan.
For six consecutive years Breg has been awarded The National Business Research Institute (NBRI) Circle of Excellence Award for employee engagement.
If you meet the requirements above and would like to apply for this position, please visit our website at www.breg.com and click on the ‘Careers’ section.
Breg is an Equal Employment Opportunity Employer and dedicated to a diverse work force and Drug Free work environment. EOE/Minorities/Females/Vet/Disabled are encouraged to apply.
