Location: Mayfield Village - Ohio
Job DescriptionAt Rockwell Automation, we connect the imaginations of people with the intelligence of machines to expand what is humanly possible, making the world more intelligent, more connected and more productive.We know that expanding human possibility requires connections. We do that every day with our customers as we bring the Connected Enterprise to life, but we don't stop there. We work to expand human possibilities in our communities - giving back, helping grow the next generation of STEM leaders and building relationships that last. Our team cares about the work we do. We make an impact on the world because we strive to solve real problems for real people and expand human possibility. From solutions that address a single issue to transforming a company into a Connected Enterprise, every maker and problem solver in our company contributes to something that matters. As a Customer Care Supervisor, you are responsible for providing continuous high standards of customer service; minimizing customer effort while maximizing the customer experience and loyalty. You are responsible for leading a team of 15+ team members; motivating and coaching them to elevate the performance of the department to ensure a great customer experience every time! What you will be doing: - Managing a diverse team to achieve daily goals while maintaining a great customer experience. - Developing workflow processes to support departmental goals and meet customer needs. - Developing, measuring and analyzing metrics/team performance to gain efficiencies. - Identifying opportunities for process improvements and system enhancements to improve the performance of the department. - Interfacing with internal business units on practices and procedures. - Interfacing with various levels of the organization, including Rockwell Automation sales and our distributor partners to resolve customer escalations. - Establishing departmental goals and implementing performance management/reward and recognition practices with your team. - Conducting performance evaluations for the team; identifying strengths and weaknesses and offering coaching and mentoring. - Exercising good commercial judgment and operating in a highly visible, high pressure environment. Who we are looking for: - You are ethical, forward-thinking, intelligent, optimistic and resilient. - You have excellent interpersonal, leadership, and communication skills and a strong passion for coaching and developing team members. - You are enthusiastic to work in a dynamic, fast paced and challenging environment.#LI-ZN1#LI-GK! Basic Qualifications:Bachelor's DegreeLegal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. Preferred Qualifications:2+ years of experience in a leadership capacityLeadership experience in a call center and/or customer care environmentAbility to influence othersStrong analytical and decision making abilitiesExcellent verbal and written communication skillsTrack record of effective coaching and development
We are an Equal Opportunity Employer including disability and veterans.
If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (see application details).