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Customer Service Supervisor

Indianapolis, US, 46250

Jun 9, 2021


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.



  • 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



  • 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



  • 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)



  • 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.









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