Customer Service Supervisor

Company Description

Miller® is about building things that matter. We lead the welding industry in building advanced, solution-focused products and meeting crucial needs for welding safety and health.

We’re about the partnership and the work. Our products are designed with our users for manufacturing, fabrication, construction, aviation, motorsports, education, agriculture and marine applications.

Miller Electric Mfg. LLC, is headquartered in Appleton, Wisconsin, and wholly owned by Illinois Tool Works (NYSE: ITW). The company maintains its industry leadership by setting the standard for reliability, quality and responsiveness. Our tagline, “The Power of Blue®,” is inspired by the blue color of Miller equipment.

The company began with an innovation that responded to customer needs, growing from a one-man operation in 1929, to the world’s largest manufacturer of arc welding products. Miller keeps the tradition alive by focusing on its top priority: people.

Job Description

Miller Electric is about building things that matter. As part of the Miller Customer Service team, you become an important part of how people build, repair and create to make this a better, brighter world. This role will provide a challenging and rewarding work environment where you will create a positive experience for our customers through problem solving and fulfilling their needs.

The primary function of this role is to be a leader within Miller’s customer service team, specifically for the inside sales support team, providing support to our welding distribution partners and our field sales employees.

Essential job functions:

Leadership

  • Provide leadership, communication, coaching, performance management, professional development and skills enhancement for the inside sales support team to drive best in class customer experience.
  • Energize the inside sales support team, by driving clarity and conviction around “what” the vision is, “why” it matters and engage the team in “how” we execute linked to the ITW business model.
  • Gather data, evaluation information and present feedback to the insides sales support reps for increasing performance, overall productivity and skills sets.
  • Foster a continuous improvement mindset within the team.
  • Be an effective change agent to support the inside sales support vision and long-term goals.
  • Model positive and productive relationships at all levels ensuring a fun work environment.

Customer

  • Lead the daily operations of a customer service team; ensuring all customer inquiries are handled in a consistent, friendly and professional manner.
  • Resolve non-routine customer complaints and service issues to ensure a high level of customer satisfaction.
  • Provide an appropriate and best in class customer experience for all customer segments, through a differentiated customer service model.

Process

  • Analyze customer trends from an outside in perspective and address concerns with proactive solutions.
  • Continuously provide process, policy, and operational improvements.
  • Develop, enhance and reinforce policies, and effectively communicate to internal and external customers.
  • Manage a variety of available resources (people, financials, processes, etc.) to achieve results and organizational goals.
  • Prioritize, assign and monitor progress of Customer Service Representatives tasks and projects.

Talent Management

  • Build and maintain a positive work environment that fosters customer service excellence.
  • Maintain a deep understanding of individual CSR skills, knowledge and experience, and coach the team to support employee growth and career planning.
  • Develop, hire, and retain a diverse pipeline of talent to proactively support business needs.
  • Provides proper guidance, support and development opportunities, while driving accountability within the team.

Qualifications

  • Inside Sales Support supervisory experience preferred.
  • Minimum of 5 years’ experience in a customer service or equivalent role required.
  • Strong interpersonal and communication skills required.
  • Ability to interact with all levels within and outside the organization.
  • Ability to work effectively in a dynamic and high-pressure environment, while providing calm and collected leadership.
  • Comfortable working effectively and leading others thru a rapidly changing environment.
  • Post-Secondary degree preferred or related experience.
  • Intermediate Proficiency in MS Office programs (Word, Excel, and PowerPoint) and exposure to Customer Relationship Management (CRM) systems preferred.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Unternehmen / Organisation: 
Miller