Job Description

Customer Experience Supervisor Coordinate a team of customer service representatives to ensure all customer needs and expectations are met. You will oversee the response to inbound customer calls and email regarding order inquiry as to ship dates, problems, order changes, repairs and RMA\'s. You will communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues. You will process orders including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies. You will act as a change agent and look for ways to improve Customer Care processes. Key Responsibilities . Responsible for managing the BSC teams in the HBS, assuring delivery in alignment with service organization initiatives and priorities. . Maintaining partnership with Service Organization Leadership . Ensuring functional excellence, driving standardization, addressing process deviations, establishment of operational needs & risk reviews and mentoring BSC personnel in overall development . Recruits, develops, and evaluates personnel to ensure the efficient operation of the function . Manages the operational performance as per KPI and requirments . Drives program exectuion to meet desired results and established goals . Develops and executes corrective action plans where performance in deficient . Leads cross functional program teams to achieve objetives for new projects/tools deployment - Manage day to day operations -Maintain the KPIs results -Support for efficiency of resource Utilization with Standardization, Automation -Collaborate with different functions such as OPex and Functional Excellence for improvement on processes, business results -Mentors, motivates, and develops team members, creates a culture of people engagement Shift Time: Night Shift: 6:30pm 3:30am YOU MUST HAVE Bachelor\'s degree, or equivalent. Some experience in the field. WE VALUE Significant experience applying best practices in Customer & Product Support Excellent organization skills An ability to train others An ability to direct and motivate a team Experience with SAP, Customer Portals, Oracle, Excel, integrated reporting systems

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