Customer Care Supervisor

The role

This person manages the day-to-day activities of the MISUMI Americas Customer Care team. They provide guidance to Customer Care Specialists and work cross-functionally to ensure team KPIs and customer needs are met.

What you will do

• Supervise a team of 8–15+ Customer Care Specialists
• Manage daily operations and ensure completion of activities within Service Level Agreement timeframe
• Ensure team compliance with company and department policies
• Communicate individual goals and performance expectations
• Deliver weekly performance scorecards and conduct coaching sessions
• Build development plans for team members
• Create and maintain a positive, customer-centric departmental culture
• Serve as the first line of escalation for complex issues or difficult customer situations
• Partner with CS Planning and leadership teams for data collection and strategy implementation
• Identify areas within the CS team that need updating or improving

Required qualifications

• B.S. degree in Business Administration, commerce, engineering or a related field
• 8 years or more of experience in customer service, order management or similar environment
• 3 years or more experience leading or supervising a team of Customer service representatives or similar roles
• Proficient in CRM, ERP, Case Management systems, MS Office applications (Outlook, Word, PowerPoint and Excel), Data reporting & visualization tool (Power BI, Tableau, Sigma)
• Outstanding problem-solving and critical-thinking skills
• Exceptional leadership and organizational abilities
• Excellent interpersonal skills and ability to resolve sensitive escalations with customers
• Must have exceptional sense of urgency and commitment to serving the customers’ needs
• Outstanding conflict-resolution skills and ability to defuse volatile situations
• Extended periods of sitting and computer work

About the company

MISUMI Americas, a division of MISUMI Group, is a provider of standard, configurable, and custom manufacturing solutions. MISUMI (the parent company of Fictiv) is a global leader in configurable mechanical components and manufacturing solutions.