Job Description
Position function:
Reporting to the Supply Chain Manager of Caldic USA Inc., the Customer Care Supervisor will oversee and develop a team to execute exceptional customer care through the development and implementation of a customer care culture aligned with Caldic’s corporate values, supported by training , strategies, policies, procedures and key performance indicators to increase customer satisfaction, loyalty and retention while championing our customers’ expectations throughout the organization.
Applicants from the following locations are encouraged to apply!
- Elgin, Illinois,
- University Park, Illinois,
- Los Angeles, California
Scope:
Managing the day to day activities of the Customer Care Team, this individual will ensure a consistently positive customer experience, with every interaction with our organization, making it easy and a pleasure to do business with Caldic. The Team will maximize first contact resolution to customer enquiries, provide prompt resolution to service issues and develop and implement long term sustainable solutions to improve service levels. This person will ensure department goals are achieved, while promoting team engagement and job satisfaction, and deliver on initiatives contributing to the success the organization. The position will work closely with Sales, Replenishment, Shipping and the Production teams.
MAJOR TASKS AND DUTIES:
- A hands on leader with assigned customers, you will direct the day to day activities of the Elgin Customer Care Team to effectively and efficiently action customer orders, enquiries, requests and maximize first contact resolution for customers.
- Identify, develop and execute training to enhance our national Customer Care Team’s efficiency, effectiveness, first contact success, complaint resolution and positive customer experience levels.
- Provide customer care personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently. Provide guidance on how to escalate complaints and disputes within the organization.
- Recruit, mentor and appraise the performance of customer care personnel and create an environment of empowerment.
- Respond promptly to customer inquiries; handle and resolve customer complaints and issues.
- Develop, implement and manage the organization’s customer care policies, procedures, standards, and key performance indicators.
- Prepare or oversee the preparation of reports and statistics related to the customer care function.
- Maintain technical skills and apply new knowledge for the improvement of customer care activities
- Analyze customer care related information, evaluate the results to choose the best resolutions and alternatives to customer care challenges, and to identify opportunities to improve customer care
- Develop and maintain constructive and cooperative working relationships with stakeholders
- Communicate information to stakeholders using appropriate communication methods.
- Approve product returns and credits in line with Caldic USA Inc. order processing policy and terms and conditions of sale.
- Ensure customer information in AX is correct and up to date, (i.e. contact information, customer product Identifications, Customer Care Team member assignment, shipping terms, etc.)
- Actively work with other departments to ensure customer excellence.
- Provide Team support as required during vacations or absenteeism
- Complete all other duties as assigned by Supply Chain Manager.
- Ensure compliance with all health and safety regulations, GMP’s and HACCP requirements.
- Responsible for following Food Safety and Quality requirements as per SQF code.
- Travel to all relevant Caldic facilities every quarter, and internationally as needed, to support the business and customer care associates.
KNOWLEDGE/SKILLS AND EXPERIENCE:
- 5 years experience leading a team of customer care professionals in a fast paced environment.
- Strong problem analysis, problem solving and decision making skills.
- Experience in supply chain, inside sales and the food industry is considered an asset.
- Must have strong interpersonal and multi-tasking skills
- Must have advanced computer skills (MS Word, Outlook, Excel), and proficient with ERP and WMS systems.
- Must have strong communication (Verbal and Written) skills
CORE COMPETENCIES:
Priority setting:
- Spends time and the time of others on what’s important
- Quickly zeros in on the critical few and puts the trivial many aside
- Can quickly sense what will help or hinder accomplishing a goal
- Eliminates road blocks
- Creates focus
Action Oriented:
- Enjoys working hard
- Is action oriented and full of energy for things he/she sees as challenging
- Not fearful of acting with a minimum of planning
- Seizes more opportunities than others
Integrity and Trust:
- Is widely trusted and is seen as a direct, truthful individual
- Can present the unvarnished truth in an appropriate and helpful manner
- Keeps confidence
- Admits mistakes
- Doesn’t misrepresent him/herself for personal gain
Composure:
- Is cool under pressure and can handle stress
- Does not become defensive or irritated when times are tough
- Is not knocked off balance by the unexpected
- Doesn’t show frustration when resisted or blocked
- Is a settling influence in a crisis
Patience:
- Is tolerant with people and processes
- Listens and checks before acting
- Tries to understand the people and the data before making judgements and acting
- Waits for others to catch up before acting
- Sensitive to due process and proper pacing
- Follows established processes
Customer Focus:
- Is dedicated to meeting the expectations and requirements of internal and external customers
- Gets first-hand customer information and uses it for improvements in products and services LI Acts with customers in mind
- Establishes and maintains effective relationships with customers and gains their trust and respect
Informing:
- Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or organization
- Provides individuals information in a timely fashion so that they can make accurate decisions
Problem Solving:
- Uses rigorous logic and methods to solve difficult problems with effective solutions
- Probes all fruitful sources for answers and doesn’t stop at the first answer
- Can see hidden problems
- Is excellent at honest analysis
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