Position Overview

The ESAB Customer Care Supervisor leads the Customer Care associates and interacts with multiple leaders across all levels of the organization to provide outstanding customer care service, improve customer satisfaction and maintain positive nurturing relationships with the clients. This role oversees all activities of the CC Associates to reduce error rates, maintain a high productivity, improve the team’s efficiency, meet KPIs, and provide on-the-spot solutions to order/customer related questions.

Duties & Responsibilities

  • Lead a team of Customer Care Associates responsible for handling a high volume of customer calls that exercise daily account management by creating orders, quotes, MS Dynamics (CRM) tickets, Excel based operations requests, etc.
  • Capable of timely and active responses to issues outside of regular business hours as needed. This role is expected to be available as an escalation point and available to staff members for questions and concerns
  • Assist to fill in on gaps if necessary to support front line staff: via phone, email, or web primarily focused on customer cases that are escalated from the front line customer care support team
  • Provide team support by handling complex complaints and inquiries
  • Drive operational and process improvements leading to improved customer service experience that delights customers and the sales force. Deliver quickly improvements to the team’s metrics.
  • Support and partner with sales team and sales leaders and cross functional teams within Operations, A/R, Channel, Customer Care, within ESAB to deliver on critical execution of strategic programs, processes and initiatives
  • Serve as the lead contact for sales leadership and management escalations on National and Strategic Accounts customers ensuring all customer care support related requests are met including: customer scorecard metrics, daily updates, open orders, root cause resolution, strategic program support, escalations, expedites, proactive customer communication on orders
  • Motivate and nurture the customer care team ensuring that they provide the best possible customer care support-going above and beyond, while maximizing the team performance and applying best practices to areas of improvement
  • Analyze data and reports to drive improvements towards KPIs
  • Solid ability to navigate SAP and make use of the system transactions to find answers, process orders, look up inventory, account information and other account management related tasks
  • Focus on process improvement; drive root cause analysis and implement corrective actions
  • Facilitate daily management huddles and ongoing team meetings to effectively lead the CCAs, communicate changes, clarify goals, and share best practices
  • Customer Centric approach
  • Develop solid processes provide clear guidance, eliminate waste
  • Evaluate training processes to onboard new employees and request updates as needed
  • Prepare the team’s schedules, monitor attendance of CC associates, schedule breaks and shifts as necessary. Monitor and maintain adherence to attendance, punctuality, use of time off, etc.
  • Evaluate the CCAs calls and abandonment rates; review performance, provide feedback and coaching sessions to improve efficiency and customer support quality. Employ key coaching and mentoring techniques to support current employees in the attainment of the goals
  • Adapts the daily plans of workflow and priorities to manage the human resources and address operational challenges. Maintain orderly work of flow and prioritization
  • Update job knowledge by participating in trainings, and maintaining professional relationships with the Sales group and other internal departments
  • Provides timely feedback to Customer Care Director regarding issues being escalated, service failures or customer concerns. Assist leadership in the development of strategies and key investment plans to drive customer excellence
  • Capable of timely and active responses to issues outside of regular business hours as needed. This role is expected to be available as an escalation point and available to staff members for questions and concerns.
  • Ensure all processes in department comply with ISO 9001 standards or policies


Language Capabilities

  • English is required. Working knowledge in other languages is preferred

Education Requirements

  • Bachelor’s Degree in Business Administration or a related field

Technical Requirements

  • Demonstrated phone handling skills to include cold and warm calls
  • Demonstrates responsiveness and sense of urgency when dealing with customers
  • Basic understanding of mathematical concepts related to customer inventory, pricing, and credits
  • Preferred experience using SAP & CRM systems
  • Experience with CISCO phone systems is a plus

Experience Requirements

  • 5+ years of Customer Service experience
  • Demonstrated success in driving projects to conclusion with moderate autonomy

The ESAB Group Inc. is proud to be an equal opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law


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