Testing & Charging Supervisor

About the Role

As the Testing and Charging Customer Care Supervisor, you bring value to the organization with your ability to handle customer situations. We know that professional success depends on personal wellbeing, and we aim to enrich your life with the tools and services you need to succeed in every area.

Responsibilities

• Manage customer relationships by providing service and support in a timely manner
• Oversee maintenance of Distributor active dealer “contracts” and ensure dealer needs are met
• Maintain maximum customer satisfaction
• Manage special projects as assigned by Department Director or requested by customer
• Provide daily oversight to the T&C Customer Care team
• Manage and train Team Members: onboarding, cross-training, skill development
• Establish, make visible, and report on key process and customer care goals and metrics
• Facilitate communication with Sales, T&C leadership, Distributors, and dealers, serving as the SME and point of escalation, and providing excellence in all things to increase the value of the program
• Collect empirical, qualitative, and anecdotal feedback for regular delivery to the T&C leadership
• Continuously evaluate current state and drive continuous improvement across all T&C processes
• Regularly evaluate each Team Member to provide positive and constructive feedback, assist in goal setting and achievement, and lead them through improvement opportunities
• Provide budget insight for program-specific components
• Ensure the consistent, day-to-day performance of our commitments
• Work with internal departments toward the completion of critical projects
• Aid in bringing uncooperative Distributors into compliance with program parameters

Requirements

• Bachelor’s or Business degree preferred or equivalent work experience
• Supervisory or leadership experience preferred
• Call center experience preferred
• Battery business knowledge preferred
• Excellent written and verbal communication skills
• Ability to balance multiple assignments with little supervision
• Strong process and analytical skills
• Self-starter/self-disciplined
• Proficient in MS Office products, especially Excel

Work Environment

• Ability to sustain posture in a seated position for prolonged periods of time
• Regularly required to use hands to grasp or handle, and talk and hear
• Specific vision abilities include close vision, depth perception, and ability to adjust focus
• Ability to occasionally lift and/or move 50+ lbs