POSITION OVERVIEW

dormakaba is seeking a Customer Service Supervisor based in Indianapolis, IN. 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