Job Description
Customer Service Supervisor – (Player/Coach) in the Customer Service Center (CSC)
Omron (Omron Automation Americas - OAA) is looking for a people oriented Customer Service Supervisor. This position is an entry role into Customer Service Leadership and is Player (50%) & Coaching (50%) role. As an Omron Customer Service Supervisor, you will lead a small team of Customer Service Representatives from various locations throughout the Americas. Qualified candidates will ensure maintenance of our performance metrics to ensure customer satisfaction. In your role as CS Supervisor, you will ensure standardized business practices are maintained and make recommendations for improved services levels throughout the customer engagement model.
Responsibilities:
- Motivate, coach, and empower your team members to reach established goals and metrics.
- Meet various service level agreements in terms of Customer Service (responsiveness, feedback, quality and accuracy).
- Represent the Omron Brand in a professional, ethical, and socially responsible manner
- Be the escalation point for challenging customer issues that are beyond the capability or authority of Customer Service team members. Reviews, investigates, manages and resolves any and all escalated customer and/or agent issues with a sense of urgency, effective communication skills and a solid understanding of state regulations.
- Personally maintain Customer Service Rep case load at 50% capacity and handle all first tiered escalated Customer inquiries.
- Directly impact the customer's experience and overall business results by providing feedback, coaching, training and managing overall performance of your team
- Hold weekly CS Rep team meetings and review CS Rep metrics in consistent one on one with CS Reps.
- Identify and implement improvements in Customer Service by actively providing suggestions and solutions to process and system challenges through daily management.
- Collaborate with internal and external stakeholders on key customer service issues and initiatives.
- Contribute to the ongoing learning and success of your team through timely feedback and continuous improvement that is documented once root cause and resolution is achieved.
- Apply Lean principles to existing Customer Service processes.
- HR liaison for all CSC team members in their assigned facility and or country, regardless of the functional team they actively manage.
- Hoffman Estates, IL USA, Toronto, CA, and Mexico City, Guadalajara, Mexico.
Requirements:
- Bachelor's Degree in Sales & Marketing, Business, or related field. Equivalent experience may also be considered.
- Min two years hands on experience in order management in a business-to-business organization where sales includes direct and indirect sales channels
- Knowledge of customer service and order entry practices and processes with the expectation that in a defined period of time the Supervisor will have solid operational knowledge for the majority of the Omron business systems in the Customer Experience environment including:
- Working knowledge of CRM platforms and case management is ideal (e.g. Salesforce, Oracle Cloud).
- Knowledge of PC & ERP computer systems and software.
- Experience and proficiency with Microsoft 360 is required, with an emphasis on advanced spreadsheet skills.
- JD Edwards and Cognos experience preferred but not required
- Problem solving and decision making ability in an environment where exceptions to policy and procedure can occur daily.
- Excellent oral, written and interpersonal communication skills (listening, questioning, etc), and the capacity to multi-task in a structured work environment, are required General knowledge of basic product attributes within the six core Omron technologies
- Flexibility to work beyond standard business hours when required to resolve critical issues.
- Energetic, aggressive and focused.
- Highly motivated self-starter and data-driven decision-making.
- Good organization skills with high attention to detail.
- Ability to handle confidential and proprietary information is critical.
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The Company:
National Best and Brightest Company to Work For!
Winner for one of the 75 Best Places to Work in Illinois!
Winner for one of the 101 Best and Brightest Companies to Work For in Chicago!
Omron Automation - Americas is a leading global manufacturer of industrial automation products focused on sensing and control technologies. We serve OEM machine builders and end users with a wide range of products that integrate easily into complete automation solutions, offer simple connectivity, and are backed by solid support services. Our extensive product groups which are primarily manufactured overseas include programmable controllers, robotics, servo motors and drives, operator interfaces, temperature controllers, sensors, inspection and machine vision systems, RFID track and trace systems, safety devices, and software.
Omron Automation - Americas, headquartered in Hoffman Estates, Illinois, is the Americas industrial automation subsidiary of Omron Corporation, a $8 billion global technology company celebrating more than 80 years of success. Led by a management team where each member has 20+ years of experience in Industrial Automation, we are a midsize firm with a corporate culture of challenge, ethics and innovation. As we strive to grow the company and our market share, this position offers the potential to make a solid impact on the organization.
Omron's corporate core value of "working for the benefit of society" applies to our unique technical competencies in the areas of industrial automation, safety, security, environmental protection and healthcare in pursuit of a brighter future for all. As a corporate citizen that has long recognized and encouraged the importance of giving back to local communities and helping those less fortunate, Omron has demonstrated this over the years by designing a manufacturing facility which employs the disabled, making donations to aide those impacted by natural disasters, and sponsoring an annual Founders Day in which employees volunteer in the local communities across the globe
Fun, Perks, and Benefits:
- Company culture defined by being fast paced, multi-tasking, team focus, empowerment, creativity, innovative and open communication
- Competitive salaries with bonus potential (if applicable)
- Immediate 401k match and 100% vesting
- Blue Cross Blue Shield for medical, dental, vision and prescription drug benefits
- Matching Gift Program and Paid Community Leave
- Education Assistance
- Summer Hours, Telecommuting and Flexible Work Hours
- Sick, Vacation and Holiday Pay
- Discounts on things such as Pet Insurance, Movie Tickets and Cell Phone
- Community Activities with local non-profit organizations
- Wellness Activities such as Standing Laptop Desks, Stability Balls, Walking Contest, Nutritional Learning Sessions and On Site Flu Shots and Health Screenings
- Jeans on Fridays
- Football, Baseball and Hockey Jersey Days to start the professional seasons
- Omron Automation and Safety is an equal opportunity employer.