Sr. Supervisor, Commercial Customer Care

***This position is based in our SICK, West Bloomington MN facility. The person will work in office four days a week and remotely one day.

ABOUT SICK:

SICK is a leading global provider of intelligent sensors, systems, and services for factory, logistics, and process automation applications. With more than 1,000 patents, innovation and technology are at its core. This focus on innovation and "Sensor Intelligence" have allowed SICK to develop products for every phase of production in the automotive, packaging, electronics, food and beverage, consumer goods, storage and conveyor, robotics, material handling, oil and gas, chemical, power, maritime industries and more. In addition, SICK's focus on Sensor Intelligence allows us to make Industry 4.0, or the Industrial Internet of Things, a reality for their customers.

COMPENSATION & BENEFITS:

Our base salary is one part of our total compensation package and is determined within a range. The starting base salary range for this position is listed below. Actual starting salary will be based on a variety of factors including experience, skill set, education, performance, license/certifications, business needs, and other job-related factors permitted by law.

Starting Base Annual Salary Range:

$90,910 - $137,500

Bonus Eligibility:

This role is eligible for an annual bonus based on a combination of company and individual performance.

Benefits:

SICK's benefit package has long been recognized and valued because of its comprehensiveness and competitiveness in the market. To help our employees make the most of their overall well-being, we are thrilled to provide an outstanding benefits package! SICK offers 17 PTO days starting, medical insurance, vision insurance, dental insurance, disability/life benefits, 401k retirement plan and more. Click here to view more about our benefits!

POSITION SUMMARY:

This position has the primary responsibility of leading an assigned team of customer care agents and a portfolio of customer accounts. By leveraging customer intimacy, collaboration, and employee career development, this role will dramatically improve customer experience, enable account sales growth, develop the next generation of our talent, and ensure speed, accuracy, and efficiency of commercial support activities. This role will be a highly visible leader in transforming Commercial Customer Care and reinforce our stature as a Great Place to Work (GPWT) while consistently exceeding our stakeholders' expectations for sustainable operations.

RESPONSIBILITIES:

• Be the key owner for teams that lead customer accounts through the evaluation and purchases phases of the customer journey with direct management responsibilities for all designated resources, team objectives, morale and culture.
• Define and align individual goals with business and account objectives; provide ongoing performance feedback; enable team member success and hold team accountable to consistently achieve performance metrics.
• Motivate the team to deliver world-class customer experiences across multiple channels and industry segments, drive engagement and deepen loyalty with assigned customers.
• Define, measure, and evaluate criteria to identify trends and drive improvements in organizational performance, including customer satisfaction, operating efficiency, and process quality; Deliver high levels of analytics and insights on required metrics to inform leadership of team and individual performance.
• Collaborate cross-functionally to build and realize opportunities for enhanced customer engagement, process improvement, and business objectives.
• Support customer account goals and facilitate and resolve escalations while building relationships with Customer Facing teams (sales, product management) and fulfillment teams across the organization.
• Ensure team's timely customer resolution by leveraging defined standard operating procedures through SAP and CRM tools minimizing customer complaints, enhancing customer experience and reducing customer effort.
• Provide for education and training of assigned employees on process procedures, tools, and industry trends to achieve company objectives; Coach and develop team members on conflict resolution and decision-making.
• Foster an environment of highly engaged, committed, happy employees

• Carry out other duties and responsibilities as may be assigned or required.

QUALIFICATIONS:

Education and Experience

• BA / BS - bachelor's degree in business, Finance, Information Systems, or a related field
• 8 or more years of prior experience leading inside sales, customer support, order management, order services teams with proven ability to drive amazing customer experience and results through team development.
• Experience with process improvement methodologies (Six Sigma, Lean, Kaizen or other).
• Experience leading team process improvements on enterprise-wide technology platforms (SAP, Dynamics CRM,..)
• Sound business judgment and ability to handle multiple wide-ranging matters and conflicting priorities, while exploring new areas of expertise as business needs change.
• Strong leadership skills sets clear priorities and performance goals for the team while eliminating barriers to the team's success
• Excellent understanding of what differentiates Customer Care capability in the Industrial market place
• Passion for customer service and ownership of customer experience.
• Experience with diplomatically managing multiple commitments to customers, staff, and operations and adapting to challenges while remaining calm in a constantly changing environment.
• Ability to champion and facilitate collaboration by cultivating relationships, mentoring, and effectively communicating with teammates and cross-functional partners.
• Proven ability to identify, prioritize, and resolve both customer and agent issues quickly and effectively in a positive and practical manner.
• Strong and effective resource planning skills to maximize the productivity of resources; people, technology, etc.
• Ability to identify gaps, propose solutions, and take ownership of projects while balancing time, quality, cost and risk.
• Analytical and creative thinker with a can-do attitude and flexibility to accommodate to evolving Customer Care business needs.
• Requires excellent communication skills, both written and verbal.
• Thrives on a team where expertise is shared, and feedback is welcomed.
• Effective time management including ability to multi-task, organize and prioritize

CORE COMPETENCIES:

Ethics and Integrity; Personal Growth and Learning; Intense Customer Focus; Personal Accountability; Building Effective Relationships, embodies The SICK Spirit.

If you thrive in a fast-paced, team-oriented work environment that offers challenges and the opportunity for growth, we are the place for you! SICK has several locations throughout domestic US and offers competitive wages and an excellent benefits program. Qualified candidates can apply online by clicking the apply online button. Visit us at www.sickusa.com.

SICK is an equal opportunity employer that considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, national origin, disability, or protected veteran status.

Affirmative Action (AA)/Equal Opportunity Employer (EOE) M/F/D/V