Exide Technologies

Supervisor, Customer Engagement Center

US-GA-Milton
Requisition ID
2017-1386
Category
Customer Service/Support
Position Type
Regular Full-Time

Overview

Exide is looking for a highly motivated and experienced Supervisor, Customer Engagement Center to join the Sales Operations team with primary responsibility for supervising a team of reps in the Customer Engagement Center. The ideal candidate will work collaboratively with all functional areas of the company to deliver a World Class Customer Experience.  Experience leading change is a must and should be highly organized, detailed oriented, analytical, have a good understanding of the Exide business and have a collaborative attitude.

 

The position will be based in our Milton, GA office reporting to the Manager, Customer Engagement Center.

 

SUMMARY:

The Supervisor, Customer Engagement Center, will have primary responsibility of supervising a team of Customer Service Reps working closing with Sales & Service and our customers. Experience supervising a team, setting schedules, providing coaching & counseling and supporting the team to be lazer focused on delivering a World Class Customer Experience are must haves. This role will require maximum flexibility and focus on implementing significant change from systems to processes while working collaboratively with Sales, Supply Chain, IT and management to ensure a seemless customer experience.

Responsibilities

  • Lead a team to enter orders timely and accurately, manage orders, implement new customer set up, manage customer set up changes, process customer warranty and liability claims
  • Ensure the Customer Engagement Center is staffed with highly skilled and customer first oriented Reps
  • Manage schedules ensuring efficient support of Customers and Sales needs
  • Liase with Sales, Supply Chain, Finance, and IT to ensure all customer service issues are resolved timely
  • Participate on projects as a subject matter expert to act as the customer advocate ensuring operation and organizational changes result in world class customer experiences
  • Provide daily, weekly and monthly reporting of the performance of the C.E.C. ensuring all stated KPI are acheived
  • Build and maintain internal relationships with team members at all levels of the organization.

Qualifications

  • Previous experience supervising a team

 

Competencies, Skills, Knowledge:

  • Strong leadership skills
  • Effective verbal, written communication and presentation skills
  • Expert knowledge, skills and ability with JDE, Salesforce.com, inContact, Excel & Sales Cubes
  • Be an agent of change
  • A high degree of flexibility, be extremely organized and detail oriented
  • Ability to multi-task, prioritize a variety of tasks and meet deadlines
  • Ability to work collaboratively with Customers, Sales, Finance, Marketing, Legal, IT & Supply Chain teams
  • Experience with PowerPoint, Word and other MS Products
  • Strong analytical skills with track record of providing effective sales analysis

 

Travel, other requirements:

  • Occasional travel maybe required #CB

EEO Statement

Exide Technologies is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

About Exide

Exide Technologies (www.exide.com) is a global provider of stored electrical energy solutions—batteries and associated equipment and services for transportation and industrial markets. With 128 years of industry experience and operating in more than 80 countries, Exide produces and recycles a broad range of products that keep customers and their businesses powering forward. Leading car, truck and lift truck manufacturers trust Exide as an original equipment supplier, and Exide serves the transportation and industrial aftermarket through a comprehensive portfolio of products and services. The Company’s extensive sales, distribution and service network provides flexibility and quality for an exceptional customer experience.

At Exide Technologies, It All Starts Now. History and scale, combined with a start-up mentality, make Exide the faster, more nimble, more innovative, more digital, and more responsive alternative for customers who want more than simply a battery supplier. Exide is "the 128 Year Old Start-Up," and the Company is moving forward—bringing the energy of the “new Exide” to customers around the world.

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