Marketing / Communications

The is expected to supervise the daily activities of 5-10 Customer Care team associates. This involves developing the team to become more efficient in navigating EDI communication and by applying continuous improvement methodologies. This also involves coaching the team to become more agile by adapting to, and supporting, the needs of our internal and external customers. The Customer Care Supervisor will also play an essential role in carrying out strategic projects. We remain focused on our customers in everything we do at tesa and the Customer Care Supervisor will train, coach, and help to develop their team to offer best-in-class support to internal and external customers.

What you'll do :

• Supervises Customer Care Specialists to allow for a high level of customer contact, for the purpose of customer satisfaction and sales growth
• Fosters strong collaboration to outside sales teams, for joint account responsibilities in managing day to day activities and work with the operations, supply chain teams and other internal facing stakeholders
• Challenges the status quo for continuous improvement and drives change by initiating and executing projects as needed – be solution-oriented
• Outlines requirements for EDI, tesa PRO and other portal management as needed
• Establishes and implements training programs to provide knowledge surrounding tesa products and applications; all while ensuring prompt, courteous, and efficient service (policies, processes and procedures, IT systems)
• Establishes and implements internal policies and procedures to fulfil customer specific requirements and to insure efficient department operations, as well as coordination with other functions as necessary
• Responsible for customer scorecard collection and reporting. Look for, and implement, process improvements for repeat issues
• Establishes metrics to determine performance to goals. Takes initiative if goals are not met and creates / executes counter measures as neede
• Assures that all customer complaints / problems are recorded, reported and resolved promptly
• Communicates daily with internal and external interfaces to maximize customer satisfaction and resolve problems
• Builds a strong and motivated Customer Care team which is open minded and capable of applying continuous improvement processes
• Works collaboratively with the other departments (Operations, Supply Chain, Logistics, Finance, etc.) to ensure smooth daily operations with highest service levels to our customers
• Assures that all tesa policies and procedures are being followed and executed
• Comprehensive and fast information dissemination to staff on relevant corporate topics
• Other duties as assigned

What you'll need :

• Bachelor’s degree or equivalent combination of education, training and experience
• At least five years of Customer Care / Service experience necessary, ideally from within a manufacturing industry
• Curate and develop good working relationships, and communicate effectively with internal and external customers
• The ideal candidate will be process-oriented and possess the ability to quickly assess situations and respond appropriately
• Demonstrated ability to champion change and implement new processes and procedures
• Ability to maintain the balance of meeting the needs of our customer while pursuing our corporate business objectives.
• The ideal candidate will be tech savvy and experienced in navigating customer portals and processing EDI communication
• Working experience with SAP (or similar ERP system)
• The ideal candidate will possess an adaptive & collaborative leadership style with success in training & developing others
• Must maintain the ability to travel (domestically and / or internationally) up to 20%, as required