Customer Care Supervisor - Returns

$20,800 - $20,800/Yr

Legrand Av - Fort Wayne, IN

Full-time - Mid Level

Remote - Fort Wayne, IN

5,001-10,000 employees

About the position

The Customer Care Supervisor - Returns at Legrand AV is responsible for overseeing the daily operations of the Customer Service team, ensuring effective customer support and team member development. This role serves as the first point of contact for Customer Care personnel, managing resources and guiding initiatives to meet departmental goals.

Responsibilities

• Maintain proficient knowledge of Company products and department processes.
• Monitor overall credit and return process to ensure timely task completion.
• Enter and review customer feedback tickets in SAP.
• Perform work at or above pre-established performance objectives.
• Be the first point of contact for issues, maintaining accessibility to team members.
• Ensure escalated customer situations are handled promptly and consistently.
• Update and monitor key performance metrics regularly.
• Assist team members with daily, weekly, monthly, and quarterly goals.
• Monitor calls, emails, chats, and order entry for transaction accuracy.
• Provide training on processes and procedures to new hires.
• Participate in department or cross-functional projects.
• Act as a liaison between Customer Care and other functional areas.
• Monitor service levels and make staffing adjustments as needed.
• Conduct monthly 1:1 meetings with team members for performance feedback.
• Approve employee time card submissions bi-weekly.
• Manage day-to-day work of the customer care team.
• Adhere to Company and departmental policies and procedures.
• Manage, develop, and motivate direct and indirect reports.
• Conduct performance management including hiring and training.
• Provide feedback and leadership to foster a positive team atmosphere.
• Assist with the creation and implementation of processes and procedures.
• Support compliance with privacy and confidentiality of information.
• Understand workplace hazards and cooperate in Safety Programs.

Requirements

• Ability to multi-task and manage several responsibilities simultaneously.
• In-depth understanding of Company products and processes.
• Thorough understanding of SAP system related to order processes.
• Broad perspective on the role of customer service in organizational strategy.
• Outstanding listening, comprehension, and communication skills.
• Strong customer care skills with attention to detail.
• Proven reliability in attendance and punctuality.
• Ability to interact confidently with co-workers at all levels.
• Flexible and efficient time management skills.
• Ability to identify process issues and implement solutions.
• Proficient in MS Office suite including Word, PowerPoint, Excel, and Outlook.
• Ability to work independently and as part of a team.
• Ability to make sound decisions within established guidelines.
• Must function in a deadline-driven environment.
• High degree of professionalism and resourcefulness.

Nice-to-haves

• Proven demonstration of informal leadership.
• Ability to train and motivate employees.
• Experience in a manufacturing or technical support environment.

Benefits

• Vacation & Paid Time Off
• Health Insurance
• 401K Plan with company match at 7%.