Customer Service Supervisor in Hemet, California at McCrometer, Inc.

Date Posted: 2/1/2018

Job Snapshot

Job Description

Job ID: MCC000158

About Us

McCrometer is a leading global flow instrumentation specialist. We specialize in the design, manufacture and testing of flow metering solutions.  Instrument, process, facility and consulting engineers worldwide have confidently chosen McCrometer’s flow meters since 1955. McCrometer’s flow technologies serve in a wide range of applications and markets. Our application engineers, researchers and designers apply their expertise in flow physics and real-world operating dynamics. The results are some of the most accurate, innovative and trusted flow meters on the market.

Description

Summary of Position:


  • Provide leadership and direction to the Customer Service and Order Processing team.  The Supervisor is responsible for developing associates in the areas of product and application knowledge, order management, and cross-sell / up-sell activities.  In addition, the Supervisor will establish, implement and maintain service and training standards and oversee the implementation of policies and procedures.  The Supervisor will function as an advocate for the customer and will ensure that a high level of support is provided to the customer throughout the process.


Key Responsibilities / Essential Functions:


  • Works closely with Senior Leaders to develop plans that define the direction of the team.

  • Manages the daily operations and departmental functions including the implementation of training programs to ensure world-class customer support and order management.

  • Evaluates and measures customer satisfaction to develop and implement plans for continuous improvement.

  • Resolves unusual or non-routine inquiries to ensure customer satisfaction.

  • Resolves customer requests for adjustments in orders or billing.

  • Responsible for all staffing, performance management, training, and development of associates.

  • Tracks and reports department goals, order management operations, and/or training activities.

  • Assist in developing and maintaining department budget and works to achieve financial objectives set by senior management.

  • Acts as liaison between the customer and other McCrometer departments.


Other Responsibilities and Functions


  • Actively participate in Policy Deployment (PD) initiatives and meetings.

  • Coordinates support with other functional teams and operating companies.

  • Ensures processes and systems are analyzed for continuous improvement.

  • Work with Information Technology and Senior Management to evaluate new technologies and ensure implementation of those that will benefit the customer.

  • May lead or support development and delivery of on and off site training programs and customized technical support activities including all pre and post training preparation

  • Analyze/Manage Quality information to ensure accuracy and completeness of information and develop effective reporting to assist management in continuous quality improvement.

  • Participates in occasional overnight travel domestically.

  • Supports continuous improvement activities (DBS).

  • Maintains clean, orderly and safe work area.

  • Maintains a commitment to teamwork and a positive, supportive attitude to all personnel.

  • Supports continuous improvement activities (DBS).

  • Performs other related duties as assigned or requested.

  • Observes and complies with all safety regulations and company policies

Job Requirements



Qualifications

Education and Experience:


  • Education:  High School Diploma or equivalent with minimum 5 years work experience in Customer Service Supervision required; BS/BA, preferred.

  • Experience:  A minimum of 5 years of Customer Service Supervision work experience, some technical experience helpful.


Skills and Competencies:


  • Strong track record of managing a telephone based sales and/or support team.

  • Previous experience in expressing customer empathy and in meeting customer needs.

  • Experience in the recruitment, development, and discipline of a highly engaged team.

  • Demonstrated aptitude for change and a drive for continuous improvement.

  • Strong interpersonal and intercultural skills with the ability to work positively with diverse users.

  • Demonstrated problem solving and organizational skills.

  • Ability to accurately assess key business metrics and situations.

  • Ability to work in a complex environment where multi-tasking is required, priorities frequently change, and deadlines must be met.

  • Proven leadership ability to influence, develop, and empower employees to achieve objectives with a team approach. 

  • Excellent organizational and time management skills

  • Excellent communication skills including excellent written and verbal communication skills, self-motivated, self-starter, sense of urgency, personable, extroverted personality

  • Ability to present complex or difficult messages clearly and persuasively

  • Ability to work under pressure and manage many tasks simultaneously.

  • Ability in analytical thinking.

  • Ability to present complex or difficult messages clearly and persuasively.

  • Proficiency with PC, Microsoft Office Suite required. Knowledge in use of personal computers, and common business productivity tools such as word processors, spreadsheets, databases, project scheduling tools, etc.


Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 62,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $16.9B in revenue last year. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,300% over 20 years.



At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.


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