Customer Service Supervisor

POSITION OVERVIEW

dormakaba is seeking a Customer Service Supervisor based on-site, in our Indianapolis, IN manufacturing facility. The Customer Service Supervisor is responsible for providing vision and leadership for multiple customer support teams to ensure that professional and responsive service is provided to dormakaba customers. They will have responsibility for supporting customer experience enhancement initiatives for the business with a focus on streamlining and automating processes and optimizing technical solutions to increase efficiency. They will build and maintain relationships across the organization and partner extensively with cross-functional leaders.

Please note: This is a temporary role with an anticipated duration of 2-3 years. While this role is project-based, there may be potential for extension or transition depending on company needs.

HIRING SALARY RANGE: Base Salary $60,000 - $75,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) Please visit our career site for more information on benefits.

WHAT YOU WILL DO

• Lead and coach dormakaba Customer Service team members to meet the dormakaba standard of service for providing positive experiences for customers
• Address and resolve complex customer requests or escalations; assist with order expediting and various requests from customers and sales team members
• Monitor key performance metrics for team; manage executive reporting and demonstrate consistent and improved service performance
• Provide recommendations to the organization on corrective measures required to improve the experience
• Drive continuous improvement and champion positive change to increase customer satisfaction, reduce resolution times, lower overall operating costs, and accelerate growth
• Analyze inbound email, phone, and web inquiries to identify opportunities to simplify and automate contact methods resulting in improved customer experience and increased efficiency

WHAT WE REQUIRE

• High School Diploma or Equivalent
• 5+ years of customer Service experience
• 3+ years of customer service leadership experience
• Ability to travel up to 10%

WHAT WE PREFER

• Bachelor's degree in business or analytics, or equal experience
• Experience with NICE contact center, CXOne and Salesforce CRM
• Multilingual skills with Spanish and/or French

WHAT WE OFFER

• Taking Care of our Employees on Day One with Medical, Dental, Vision, Life and Disability Insurance coverage options. No waiting periods!
• Your health is our priority, we offer Medical Wellness Programs to aid in your well-being.
• Vacation and Personal Time Off
• We support your growing family; we provide Parental Leave for Moms and Dads!
• Wisely plan for your future with our 401k Matching plan beginning on Day One.
• Supporting your career development with our Tuition Reimbursement Program.
• Robust culture supporting internal advancement with our Learn and Grow Program.
• Discover your best attributes using CliftonStrengths to pave the way for success at dormakaba.
• 24/7 access to over 15,000 LinkedIn Learning courses to assist in your professional development and to expand on your individual interests.
• Employee Assistance Programs
• Voluntary Legal Insurance
• Unlimited Referral Reward Bonuses
• Corporate Discounts for shopping, travel and more!

WHY JOIN DORMAKABA?

Our work is IMPORTANT. YOU are important. At schools and universities, in stadiums, airports, hospitals and workplace; for every place that matters. We provide safety, security, and sustainability, providing people with the tools to shape their careers for growth. EVERY team member contributes to our mission and can make a positive difference. Our culture focuses on Growing the Business, Growing Together and Growing Ourselves. We are a global company with more than 16,000 employees worldwide giving you endless opportunities for growth and advancement.

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