Customer Care Supervisor

Job Description

Are you passionate about delivering exceptional customer experiences in a fast-paced, high-performance environment? Do you thrive on accuracy, responsiveness, and solving problems in real time?

This position manages day-to-day activities of the MISUMI Americas Customer Care team within the Customer Service department. The daily challenges and responsibilities are aimed at ensuring team and individual KPIs are achieved, and internal and external customers’ needs are met / exceeded, The Customer Care Supervisor provides guidance and direction to his assigned team of Customer Care Specialists, and works cross functionally as necessary, serving as a subject matter expert on CS processes, policies and systems. The Supervisor collaborates with MISUMI Americas (MISUMI and Fictiv) cross-functional teams, Japan Headquarters and Misumi Group subsidiaries.

The position is responsible for highly visible deliverables that impact customer satisfaction, key performance indicators (KPI) and key success factors (KSF), such as productivity, turnaround time, attrition, digital ratios and employee retention

What You Will Be Doing

• Supervise a team of 8–15+ Customer Care Specialists, manage daily operations of the customer care team and ensure completion of daily activities within agreed Service Level Agreement timeframe.
• Ensure Team compliance with company’s and department’s policies, notably attendance, timesheet entry and overall Customer Service SOPs.
• Clearly communicate on individual goals and performance expectations and deliver weekly performance scorecards to team members, set up coaching sessions to ensure that each member achieves expected performance levels.
• Build development plans for each team member as needed, identifying skill gaps, creating growth opportunities, and actively coaching them to accelerate each individual's potential.
• Create and maintain a positive, customer-centric departmental culture that recognizes individuals’ work quality, performance, continuous improvement and personal development.
• Serve as the first line of escalation for your team: step in on complex issues, difficult customer situations, or cross-functional blockers as needed.
• Partner with CS Planning team and CS leadership team for the purposes of data collection, report generation, operation analysis, policy and process improvements and strategy implementation.
• Actively work to achieve CS department goals and global KPIs and ensure the CS team meets or exceeds customer requirements and expectations of response time and accuracy.
• Identify areas within the CS team which need updating or improving, often working in cooperation with other departments Procurement, IT, Sales, Accounting, etc.
• Work with CS team to maintain high moral and low attrition in deploying the department long term strategy in areas of team structure, budgetary needs and process improvement.
• Partner with CS trainers on training needs for CS team with clear ROI and timeframes.
• Be prepared to assemble and deliver presentations to all levels of the organization to communicate CS team trends, performance and plans.
• Manage performance of CS team and take applicable actions when necessary

Desired Traits

• 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.

Physical Requirements

This role requires extended periods of sitting and computer work.

If you are energized by precision, customer advocacy, and working in a high-expectation global environment, we look forward to connecting with you.

We’re actively seeking teammates who:

• Bring diverse perspectives and experience to our culture and company.
• Excel at being part of a strong, empathetic team.
• Thrive in an environment emphasizing respect, honesty, collaboration, and growth.
• Have an ‘always learning’ mindset that celebrates learning, not just wins.
• Help us continue to build a world-class organization that values the contributions of all of our teammates

We encourage applications from members of underrepresented groups, including but not limited to women, members of the LGBTQ community, people of color, people with disabilities, and veterans.