Customer Service Supervisor

$75,000 - $85,000/Yr

Danaher - Loveland, CO

Full-time - Mid Level

Loveland, CO

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

The Customer Service Supervisor at Hach is responsible for managing a diverse team of Customer Service Representatives, assisting the Customer Support Manager in achieving team targets and KPIs, and driving team engagement and operational improvements. This role involves supervising departmental functions, preparing reports for decision-making, and ensuring adherence to established processes and guidelines. The position is integral to providing world-class support and service, contributing to the company's mission of ensuring water quality globally.

Responsibilities

• Supervises departmental functions and associates to provide world-class support and service.
• Prepares reports and presentations for directors to facilitate decision-making.
• Performs full-cycle employment functions including hiring, training, performance reviews, and performance management.
• Works with management to achieve departmental objectives set forth by the company.
• Leads assigned team in achieving key performance indicators (KPIs).
• Provides backup to the manager when needed.
• Drives productivity, quality, and opportunistic sales by guiding and monitoring the team for adherence to current processes and goals.
• Assists in creating and driving promotional programs and develops cross-sell/up-sell skills of the team.
• Resolves customer complaints and problems.
• Ensures that all programs and processes adhere to established SOPs and guidelines.

Requirements

• Bachelor's degree preferred.
• 3+ years customer service experience, demonstrating progressive responsibilities.
• Supervisory or leadership experience.
• Proven ability and proficiency with order entry and management processes.
• Ability to answer advanced questions relating to customer service.
• Demonstrated organizational and time management skills.
• Strong working knowledge of Order Management systems (Oracle, SFDC, Noetix, Cisco, ADP, contact center, etc.).

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• 401(k) matching