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Customer Service / B2B Supervisor - Performance Materials

Opportunity: Customer Service / B2B Supervisor - Performance Materials

Location: Charlotte, North Carolina 


Role purpose:

Responsible for the day-to-day supervision of a team of customer service representatives ensuring the delivery of exceptional service to customers. The supervisor will escalate issue and set processes and procedures to ensure all department and company wide goals are met. Collaborate within our global organization to lead Coats to digital adoption through our business-to-business e-commerce platform.


Principal Accountabilities and Key Activities

Digital Adoption (B2B)

  • Lead e-commerce market adoption process with a target of 80% MAR
    • Collaborate with global resources using conversion tools on top level accounts
    • Assist sales and customer service in seamless conversion for smaller accounts
  • Responsible for providing and maintaining a pleasant customer experience when using the online tool
  • Identify new customers to transition to digital platform
  • Collaborate with graphics team in design of email campaigns surrounding eComm to increase adoption
  • Nurture ecommerce customers through emails and bulletins to ensure retention

Customer Service

  • Monitor and track performance of customer service representatives to ensure all service objectives are met
  • Empower and motivate team to provide superior service to customers
  • Training and coaching team members to support their personal development
  • Support team with product and system inquiries
  • Handle and monitor all escalated cases to ensure customer satisfaction
  • Develops and implements process and/or operational improvements to enhance the customer journey
  • Conducts interviews and training for new CSR positions.
  • Perform annual performance evaluations

Business Analytics

  • Analyze and report e-commerce and customer service KPI's to management team
  • Run reports as needed
  • Other duties, including special projects, as needed

Education, Qualifications and Experience

(Essential)

  • 3-5 years' experience in a supervisory role
  • Customer Orientated
  • Exceptional written and oral communication skills
  • MS office (Excel, Access, Word, PowerPoint)
  • Highly organized and detail oriented
  • Adaptable and willing to embrace change
  • Teamwork and Collaboration
  • SAP knowledge

(Desirable)

  • e-commerce experience
  • Project Oriented
  • Every Angle
  • Business Intelligence