Purpose
The Customer Experience Team is an extremely important part of developing and maintaining ongoing customer relationships. The daily focus is to deliver exceptional service and training in a timely fashion to both internal and external customers while maintaining a high level of quality. Supervisor, Customer ExperienceManages the daily workflow and communications of the Customer Experience team who interact with customers on behalf of POLARIS and its Private Label Partners regarding account structure, features and setup and customer tools and resources to optimize the customer’s experience Demonstrates our 4P’s - Promptness, Politeness, Professionalism and Personalization
Essential Functions
- Performs functions of and demonstrates mastery functions of Customer Experience Tech, Level I through III
- Responsible for assisting with the management of the Customer Experience team’s day-to-day operations and workflow
- Leads the team by example by working Customer Experience Tech tasks, being a customer advocate and striving to exceed customer’s expectations in quality and response time every day
- Assists in the training and development, coaching, interviewing, payroll and disciplinary actions of the team and is included in leadership functions, meetings and training, whenever possible
- Fosters a “team” environment and promotes positive and collaborative interactions between members of the team
- Answers questions and assists team as part of the levels system, stepping in when members of the next tier aren’t available
- Schedules and trains new employees
- Oversees and delivers team member’s monthly training reviews and scorecards
- Develops and updates work instructions following the Quality System
- Responds to higher-tier customer inquiries, or coordinates with Account Managers (AM) and Strategic Account Managers (SAM) to formulate appropriate responses
- Handles customer complaints and completes root cause analysis for veracity before submitting to Customer Experience Manager for review
- Manages and supports implementation of process improvements by overseeing “Just Do It” level continuous improvements ideas (CIPs)
- Oversees Private Label Program customer onboarding
- Manages POLARIS direct customer onboarding and ensures completion of onboarding process, including all appropriate documentation
- Interacts with customers, management and staff regarding accounts
- Applicable skills
- Interpersonal skills
- High level of professionalism
- Positive attitude
- Friendliness
- Calm under pressure
- Ability to handle stress
- Excellent verbal and communication skills
- Organized
- Efficient
- Good problem-solving skills
- Data entry proficiency
- Good computer skills (Microsoft Office Suite, specifically Outlook, Excel, and Word, as well as internet platform familiarity)
- Multi-tasking
- Ability to learn other software systems relatively easily
- Analytical skills
- Good writing skills (email etiquette)
- Team player
- Empathy
- Confidentiality
- Role model
Preferred Qualifications
- Wears of personal protective equipment (PPE), as required
- Self-starter with the ability to work with minimal supervision, following best departmental and company practices
- Must have a demonstrated mastery of HORIZON functions
- Must have a demonstrated mastery of HORIZON Pro functions
- Must have completed the Customer Experience Tech, Level III training, including documented proficiency examples
- High School Diploma or equivalent
- Minimum 5 years technical customer support experience
- Minimum of 1 year in a Customer Experience Tech, Level III position or equivalent experience
- Prior administrative /office experience a plus
- Proven accountability within the department
- Proven and documented record of managing and promoting customer experience within the department
- Proven and documented record of managing and working in groups with others toward process improvement
- Proven and documented record of contributing to continuous improvement in the department
Other Duties
Knowledge of and adherence to documented policies and procedures Provide support and participate in the Customer Summit, as requested Additional duties as assigned by management Safety Requirements
OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. At POLARIS Laboratories, when going through the Laboratory it is required that you wear eye protection Team members will be trained in the proper use and care of assigned PPE. POLARIS Laboratories provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager To ensure safety throughout the facility, all employees are required to maintain up to date HAZMAT, OSHA, RCRA, and General Laboratory Safety training as defined within the POLARIS Quality System
50000.00 To 55000.00 (USD) Annually
