Eaton Corporation Customer Satisfaction Supervisor in Ellisville Missouri United States

  • Job Description*

Eaton's Bussmann Business has an immediate opening for a Customer Satisfaction Supervisor in Ellisville. Primary Function:

Supporting $250M in annual sales, this role is responsible for upholding best in class customer service standard and metrics at Eaton’s Bussmann Business. Supervising one of two Bussmann’s customer service teams including 6 CSRs and 1 team lead. Coaches and mentors CSRs and team lead. Assures correct action and escalation on customer issues with plant, supply chain and other stakeholders. Develops and maintains systems and procedures for efficient, effective customer service. Prepares monthly department metrics reports and effectively communicates proactive customer feedback to all stakeholders. Essential Functions:

  • Supervision and monthly coaching of CSR team members to keep high quality of customer service

  • Creates a work environment where employees become cooperatively involved in attaining the objectives of these departments and the organization

  • Delivers on department metrics, including Answer Rate, Service, and Quality level by effectively staffing and coaching team

  • Serves as a point of escalation for all critical customer issues and expedites. Ownership of all critical expedites tracking and closure

  • Coaches and train new team members following training procedures to ensure quick learning curve

  • Mentors remote team members in Juarez to provide effective service

  • Prepares monthly department service reports and provide a feedback loop on how to improve the customer experience to all stakeholders

  • Works with IT to develop and maintain reporting systems as needed

  • Collaborates with all front-line staff and global senior management teams to develop a “customer-first” culture

  • Drives innovation and continuous improvement mindset and approach into the Customer Satisfaction department globally through training and application of EBS tools

  • Basic Qualifications (Including Educational Requirements)*

Minimum Requirements

  • Bachelor’s degree from an accredited university

  • Minimum of 5 years experience in customer service

  • Minimum of 2 year supervision/management experience

  • Must be legally authorized to work in the United States without company sponsorship Preferred Qualifications

  • Cisco VoIP experience preferred

  • Intermediate knowledge on MS Office (Word, Outlook, Excel, and PowerPoint) preferred

  • Manufacturing and SAP experience is a plus Customer Satisfaction Supervisor MO-Ellisville 75027BR