Praxair Distribution, Inc., a subsidiary of Praxair, Inc., a Fortune 300 company that supplies atmospheric, process, specialty gases, high-performance coatings, and related services & technologies is seeking a Call Center Supervisor in Cahokia, IL.
The Call Center Supervisor position is responsible for performing and monitoring day-to-day Customer Excellence Center activities and processes in a customer service environment with the objective of creating an outstanding customer experience.
The Call Center Supervisor position requires hands on engagement with team members, external and internal customers and daily activities with an eye for process adherence and improvement within the department and organization.
Call Center Supervisor - Customer Excellence Center Supervisor
Responsible for client support in specific geographic region
Supporting the CEC in reaching productivity and service level goals for the department through monitoring of various daily reports and department planning including the monitoring of orders, monitoring cut and reschedules processed by CEC, etc.
Performance Management of Call Center Representatives; coaching, development and discipline
Supervise, train and coach Call Center Representatives
Process improvement es Six Sigma, Lean & process mapping skills to improve processes and productivity
Demonstrates interpersonal, project management, written and verbal communication skills
Prepares management reports as required
Ability to analyze data and develop strategic improvement plans based on trend patterns
Develop relationships with key sales, customer support, distributor and region management personnel to achieve specific goals and service level standards
Utilizes excellent and professional communication skills to ensure that all internal and external customer needs are met.
Interfaces professionally and in a timely manner with inter-company departments and regions, responding to the needs of internal customers.
Other duties as assigned
Qualifications - High School Diploma required
- College or equivalent experience preferred
- Minimum of 2 years of customer service or in store sales experience required
- Knowledge of specialty gas, industrial gas, medical gas and welding related products preferred
- 1+ year supervisory experience preferred
- Excellent verbal and written communications skills
- Expertise in computer systems and computers applications
