Customer Service supervisorRegal Rexnord

Position Summary:
Provide leadership, direction and strategy through effective management and regular communication to all customer service personnel within the supported team/s and department. Builds a strong team and shapes staff behaviors to accomplish desired results. Support specific escalated customer service activities providing sales growth opportunities for lines of businesses as assigned.
Major Responsibilities:
Meets and exceeds key performance indicators set by the business.
Leads, drive and motivate the team for continuous improvements towards achievement of set goals
Analyze stats trends and formulate/implement action plans to ensure continuous improvement
Grows and implements standards and processes and adheres to business workflows set by the department
Sets team and individual goals that compliment overall strategy
Communicates to others with prudence and tact, focusing on customer and staff retention
Manage, lead or participate in customer service-related projects.
Conducts documented monitoring sessions with feedback provided to the subordinate.
Develops and train team's logical problem-solving skills.
Relays important updates to subordinates
Develops own resources and utilizes creative resolutions to resolve problems
Flags up personal training requirements to Customer Service Manager and Learning and Development team
Calibrates with Learning and Development Team, Customer Service Manager or counterparts on the quality of transactions.
Supports Training Team in all aspects of advanced product and process trainings for Customer Service department.
Respond timely and accurately to escalations of the subordinates.
Adheres to Regal defined processes & procedures
Makes decisions on how to address and resolve customer situations
Works directly with POCs from different departments to support both internal and external demands
Assists in the development of product and process training modules under the direction of management.
Delivers product and process trainings to new hires, peers and other internal personnel.
Provides management with update on headcount and absence, status update on projects and programs and overall business review requirements.
Efficiently manage activities and utilization of the team
Collaborates with various functional groups for team requirements
Assists in interviews (Phone screen, on-site or online)
Effectively and consistently administrates all HR policies and practices
Handles everyday crisis (support tools/ERPs/Telecoms downtime or any operational issues).
Other Responsibilities:
Performs subordinate tasks when needed.
Processes customer transactions though phone, fax, email or online.
Monitors and authenticates cancellations as well as returns.
Coordinates with PTS US escalation points towards final resolution on complicated issues.
Manage, review, and maintenance transactions to ensure proper handling of customer requests.
Protect PTS accountability by ensuring distributors, orders and shipments or returns are trade-compliant based on ITC guidelines.
Maintains and updates all records of customer profile information at Oracle CRM or any central repository.
Participate in sales-driven projects and team initiatives.
Provide value-added services to customers and sales team.
Performs initiatives on team needs to help improve oneself and the team.
Job duties include but are not limited to the above
Qualifications
Required Education / Experience / Skills:
4 Year College Degree
Experience in Customer Service operation is preferred
PC skills: PowerPoint, Word, Excel, Access, E-mail/Outlook, Internet/Intranet for business functions
Understanding - ability to clearly communicate product terminology, features and functionality
Displays the following:
Leadership qualities and skills- Good people skills, able to handle difficult situations with customers as well as maintain cooperative relationships with all departments within the organization
Negotiation and Analytical skills
Knowledge of policy and procedures of the company
Demonstrate strong problem-solving and troubleshooting skills
Determine best way to meet the needs of the business and customers
Has the initiative to improve people, process and procedures
Strong and professional written and oral communication skills required
Works well with high volumes, prioritizing and multitasking
Works under minimal supervision
Travel: Not Required
Language: English
Shift: Night shift
Regal Rexnord

Manila City, Metro Manila
Permanent
Full-time