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Our doors are open – to you. We are one of the Top 3 companies in our industry and globally leading in smart and secure access solutions. As a trusted partner, we stand for innovation, top performance and a fulfilling workplace. Join our team of 15,000 colleagues around the world and help us build trust every day.

Customer Service Supervisor

Indianapolis, US, 46250

Jun 9, 2021

POSITION OVERVIEW           

dormakaba is seeking a Customer Service Supervisor to join the Indianapolis, IN Customer Service team. This position will be responsible for developing a best-in-class “customer first” leadership culture by implementing strategies to continuously improve service levels in customer satisfaction, responsiveness, quality, efficiency, and employee engagement.

 

PRIMARY DUTIES

  • Provides leadership to customer service associates and manage department operations
  • Coaches and develop individuals to maximize team efficiencies and organizational agility
  • Establishes and/or maintain metrics, methodology, and reporting processes for customer service to analyze and continuously improve customer satisfaction
  • Continually monitor order and sales volume by region to determine efficient resource allocation and adjust accordingly to ensure that sales commitments are met
  • Addresses and resolves complex customer requests or complaints; assist with expediting of orders and various requests from internal/external customers
  • Completes operations by developing schedules; assigning and monitoring work; gathering resources; implementing productivity standards; resolving operations problems; maintaining reference manuals; implementing new procedures
  • Establishes strong relationships with business stakeholders (i.e. sales, operations, product management) to drive seamless processes and provide a seamless experience to customers; identify areas for potential improvement to department operations
  • Acts as a change agent / product champion for system infrastructure and process implementations; identify training and development needs for individual contributors
  • Encourages a productive atmosphere and open communication among teams and stakeholders
  • Builds relationships with customers; serve as a backup as needed for day-to-day activities
  • Becomes the subject matter expert for escalations

 

REQUIREMENTS

  • Bachelor’s degree in Business or a related field or the equivalent education and experience preferred
  • Maintains staff by recruiting, selecting, orienting, and training employees, identifying high performers, and developing personal growth opportunities
  • Accomplishes staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results; conducting training; implementing enforcing systems, policies, and procedures
  • Ability to communicate and make recommendations to upper management
  • Demonstrated ability to deal with confidential information
  • Ability to work in a fast-paced, deadline-driven environment to plan and prioritize
  • Strong verbal, written, presentation and interpersonal communication skills are a must
  • Above average knowledge of mathematics required. Ability to apply mathematical concepts of probability and statistical inference, algebra, and geometry to practical situations

 

CRITICAL SUCCESS FACTORS

  • Candidates who embrace dormakaba’s core values will be most successful in our organization: Trust, Customer First, Curiosity, Courage and Performance
  • Team player and strong collaborator
  • Problem solver (always brings solutions, enjoys challenges)
  • Dependable (reliable and follows through on commitments)
  • Continuous improvement/innovative mindset (always looking for better ways of doing things and not satisfied with the status quo)

 

WE OFFER

  • A global company with a family culture and strong core values (Trust, Customer First, Curiosity, 
  • Competitive pay with benefits options (Medical, Dental, Vision, Life and Disability insurance, 401k), Paid Time Off and Holiday Pay
  • Career fulfillment with growth and development opportunities 
  • Employee discounts (online discounts for shopping, travel, insurance etc.) and much more!

 

dormakaba USA Inc.

 

 

 

 

 

 

 

Interested?

Michael McGoun
is looking forward
to your application.
 
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Nearest Major Market: Indianapolis