Exide Technologies

  • Supervisor, Customer Engagement Center

    Job Locations US-GA-Milton
    Requisition ID
    2018-1810
    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 laser-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 seamless 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
    • Liaise 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 achieved
    • Build and maintain internal relationships with team members at all levels of the organization.

    Qualifications

    • Previous experience supervising a team
    • High school diploma, GED, or equivalent required 

     

    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 may be required 

    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 for the transportation and industrial markets. Exide’s 130 years of technology innovation combined with operations in more than 80 countries enables the company to deliver compelling solutions for the world’s current and future power needs. Exide produces and recycles a broad range of products, serving the Transportation, Industrial Network Power and Motive Power market segments with battery and energy storage systems and specialty applications for a broad range of industries including: agricultural, automotive, electric, light and heavy-duty truck, marine, materials handling, military, mining, powersport, railroad, security, telecommunications, utility and uninterruptible power supply (UPS), among others. Exide is Powering the World Forward - history and scale combined with a start-up mentality make Exide the right choice for customers who want more than simply a battery supplier.

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