Customer Care Supervisor

JOB SUMMARY

A Customer Care Supervisor at Doble Engineering will be responsible for providing Doble customers with world-class customer care. The Customer Care Supervisor reports to the Service Department Manager and provides professional, first- and second-level customer support to customers. This role will work directly with customers and other Doble support teams to develop and provide solutions, while maintaining a continuous positive customer experience. In addition, this role serves as the immediate escalation point for customer issues as they arise. This position is located at Doble's Accident, Maryland facility.

ESSENTIAL JOB FUNCTIONS

• Be an advocate for the customer (internal and external). Be the Voice of the Customer.
• Initial point of contact for customer requests for information, orders, and case entry for all product offerings.
• Serve as an immediate escalation point for customer care coordinators when dealing with customer issues. Ensure higher-level escalation process is followed appropriately.
• Generate spare part/parts warranty/repair & service orders.

• Coordinate, review, follow up and expedite as required customer purchase orders and shipment of customer orders to ensure on-time delivery. Manage Sales Force Cases, Return Orders and Work Orders to ensure RMA turnaround time is met.
• Assist with the development of Customer Care support policies, procedures, and practices.
• Actively participate and contribute to the process of documentation and training on the NAV system and Sales Force system as it pertains to the Customer Care process, from first point of contact through shipping.
• Maintain strong, detailed knowledge level of all products, parts, and service offerings as it pertains to customer care.
• Ability to meet critical deadlines while managing multiple priorities across the team.
• From time to time may be required to work nonstandard shifts and/or provide on-call coverage during nonstandard Doble business hours.
• Conduct internal training for employees.
• Manage and oversee Sales Force RMA Portal Support-Support Team Members and customers with RMA issues, Sales Force Integration issues to be resolved for completion of RMAs and Word Orders.
• Oversee and manage Major Accounts Management-Project
• Oversee and Manage Blanket POs and Service Warranty Contracts.
• Sales Force Major Accounts Reporting and monthly meetings with Regional Sales Managers and Major Customer Accounts to review Service Repair issues to be addressed with Management.
• Oversee and manage Sales Force Customer Care RMAs, Team Support, Back-up support to Customer Care Success Manager.
• Management of Repair Trade-Ins that exceed repair value. Must work closely with Sales Operations Team and Regional Sales Managers, issue month On-Holds Trade-Ins Report.
• This position may require participation in the following: work in process disposition, product repair rate analysis, Customer Care metrics, Customer Care ISO procedures where appropriate and process improvements and implementation.
• Other tasks and duties as assigned.
• Responsible for Sales Force RMA Portal Support- Oversee and Manage Team Members with RMA issues, Sales Force Integration. Not Subject to Supervisory Review.
• Major Accounts Management Project; Oversee and assist with management of blanket POs and Service Warranty Contracts, Sales Force Major Accounts Reporting and monthly meetings with Regional Sales Managers and Major Customer Accounts. Subject to Supervisory Review, will work with Customer Care Manager.
• Oversee and provide second level support to customers to provide solutions. Not Subject to Supervisory Review.
• Management of Repair Trade-Ins that exceed repair value. The Supervisor will oversee Sales Force Case Management to follow up with Sales Team to quote and close orders. Not Subject to Supervisory Review.

QUALIFICATIONS

EDUCATION:

High School and Equivalent

REQUIRED EXPERIENCE:

• Requires five or more years Customer Service Team Leadership.
• Experience with ERP and CRM systems with a particular focus on Sales Force Administration
• Ability to multi-task and meet deadlines within a fast paced, changing environment.
• Ability to clearly articulate direction and inspire the team to work towards a common goal.
• Results-oriented, self-motivated individual who can work in a team environment, as well as make independent decisions.
• Must have the ability to work effectively across departments.
• Ability to project a positive example for others to follow.

PREFERRED EXPERIENCE (Not Required):

• Experience in a global customer support and cross-cultural customers a plus
• Experience with cross border business transactions, domestic and international shipping compliance procedures, and requirements.
• Experience working with electric power utilities a plus.
• Hands on experience with ERP, CRM] Order Administration and Case Management applications (Knowledge of Navision is a plus)

KNOWLEDGE, SKILLS & ABILITIES:

• Capable of multitasking between projects.
• Proficient with MS Office Suite- (MS Word, MS Excel, MS PowerPoint, MS Teams, Sales Force)
• Must be able to assemble facts from various areas, analyze data, and provide informed recommendations to management
• Requires the ability to mathematically differentiate/calculate general mathematics
• Requires strong computer & phone skills with a supervisor level of experience in a customer technical support role. Must have the ability to work through routine as well as complex issues in a timely manner.
• Ability to organize and prioritize tasks resulting in consistent productivity.
• A self-starter able to work independently or as part of a team and comfortable interfacing with both upstream and downstream customers.
• Generate monthly reports, including department utilization, as required. Proven ability to lead team members, mentor, and train less senior team members.
• Must have excellent written and oral communications skills and high degree of accuracy and attention to detail. Must be fluent in the English language. The ability to read and write in other languages is a plus.

PHYSICAL REQUIREMENTS:

While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers, and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job. Must be capable of lifting 30 pounds. Must use assistance when lifting 50 or more pounds.

Actual base salary offered to the hired applicant will be determined based on their work location, level, qualifications, job related skills, as well as relevant education or training experience.
Salary Pay Range Minimum $53,844.60 - Midpoint $67,305.75

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

We are an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the "essential functions" of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing the function, or only a limited number of employees are available to perform that function.

Applicants must be authorized to work for any employer in the United Sates. Doble Engineering is unable to sponsor or take over sponsorship of an employment visa at this time.