Customer Care Supervisor at Fanimation, Inc. – Zionsville, Indiana

The Customer Care Supervisor is responsible for coordinating and supervising all Customer Care team activities with a primary assigned work team on a shift basis. Support team members in contact management, order processing, Returned Goods Authorization (RGA) processing, troubleshooting, and customer-facing activities and customer account management in a manner consistent with service, customer excellence, and cost objectives.

Duties/Responsibilities:

Supervision

· Provides direct daily supervision of Customer Care team members and workflow to achieve prescribed service-level objectives within established timelines

· Works with internal Fanimation departments to ensure orders and RGAs are processed and up to date

· Reporting/metrics (weekly performance reporting, trend analysis, staffing coverage)

· Ensures the escalation policy is followed and serves as the escalation point for critical customer issues

· Creates and manages team schedules and maintains productivity results

· Is available to answer team member questions, evaluate operations, and solve problems

· Assists with cases, phone calls, returns, and portals as workload demands

· May be requested to lead specific system or work process

Communication

· Communicates defined productivity expectations

· Ensures team members are engaged through positive and constructive feedback, coaching, and recognition

· Ensures policies and practices are followed to achieve superior customer satisfaction; prepare and deliver counselling, recommends improvements as needed

· Conducts regular one-on-one sessions to discuss performance and provide feedback to team members and leadership

· Ensure team member issues and concerns are addressed in a timely manner and fosters a positive team environment and individual accountability

· Conducts investigations and recommends appropriate corrective action and/or progressive discipline, as needed

· Works with the Director to create and deliver performance reviews, coaching, and individual ladder progression plans for team members

· Reviews new products and documentation and communicates key updates to the team through ongoing training and documentation in the knowledge base and CRM

· Continuous improvement (process improvement, VOC feedback loop)

Policies and Procedures

· Updates and maintains departmental standard operating procedures (SOPs)

· Advocates for customers by identifying ways to add value to the customer experience

· Works with the Director to identify and address gaps in Customer Care policies and procedures, documentation, and tools that affect Customer Care or its customers

· Participate in cross-functional teams for new department projects

Training

· Prepares and provides training for new hire team members and delivers weekly training updates

· Proactively monitors and analyzes team calls, emails, and other communications, as well as results, to identify root causes; recommends changes through coaching to improve team member skills

· Collaborates on and delivers troubleshooting, product knowledge, and process training sessions

System Maintenance

· Administers and supports Customer Care-specific systems (e.g., Acumatica, Nextiva, Paylocity)

· Utilizes broad knowledge of the organization’s products and services to identify solutions that increase customer satisfaction

· Works with interdepartmental teams to respond in a timely manner to unexpected disruptions in daily operations and assists in identifying and implementing permanent solutions to improve customer satisfaction

HR

· Partners with Human Resources by regularly reviewing and approving timesheets for accuracy

· Partners with Human Resources to determine staffing needs

· Partners with Human Resources to create and update job descriptions

· Participates in the interviewing and hiring process for Customer Care team members

· Partners with Human Resources to recommend and present attendance counseling, promotions, and terminations

Required Skills/Abilities:

· Intermediate Microsoft Office (Excel, Word, and Outlook primarily)

· Excellent phone skills

· Excellent troubleshooting skills

· Ability to support telephone system

· Acumatica and Nextiva background preferred

· Excellent ability to effectively communicate to all levels of the organization

· Ability to provide clear and concise directions to subordinates and other team members

· Ability to work at elevated heights if needed

· Ability to identify and communicate processes needing improvement and recommend improvements

· Planning and organizational skills necessary to coordinate workload around multiple assignments

· Must be able to effectively delegate and multitask when necessary

· Ability to effectively deal with and resolve conflict

Education and Experience:

· High school diploma or equivalent required

· Bachelor’s degree preferred

· Minimum 2 – 3 years of experience at a senior or lead level; or 1 – 3 years of experience as a supervisor

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

· Ability to lift 40 lbs.

· Prolonged sitting and viewing computer monitors

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.