Customer Service Supervisor - 9A - 5:30 Monday - Friday (No Weekends)

This position will work on a hybrid schedule: Tuesdays through Thursdays in office, and Mondays and Fridays from home. No weekends!!!

You will report directly to the Manager of CS and be responsible for servicing both internal and external customers and coordinating all activities within the Customer Service/Customer Care department which is required to resolve and respond to customer issues in a quick, efficient, and professional manner. You will build a team that effectively supports client programs, products, and services. You will coordinate the daily functions of the Customer Service/Customer Care department to meet deadlines required by customers, and drive the development of superior Customer Service and high performance in customer satisfaction in both mobile and open Territories, including vocational students. 

WHAT YOU WILL DO

• Ensure customer satisfaction and uphold our company brand promise

• Meet and exceed quality and customer satisfaction goals as measured by our Voice of Distributor (VOD) survey 

• Meet or beat targets for first call resolution and e-Post responses

• Meet or beat Average Speed of Answer (ASA) targets for call time response rate

• Meet or exceed “Inside Sale Initiative” (ISI) targets

• Minimize call escalations through effective coaching and support

• Promote the Vontier Core Values and Vontier Business System (VBS) philosophy 

• Offer frequent formal and informal positive recognition

• Provide timely feedback to the management team on customer trends, issues, and needs

• Monitor and observe CSR phone calls and provide timely coaching and feedback

• Facilitate accurate order entry, product information, and credit adjustments

• Ensure that team members understand the importance of Key Performance Indicators

• Complete and deliver team KPI/countermeasures each month

   

   

FIRST SIX MONTHS DELIVERABLES:

• Familiar with Matco Tools department members and reporting structure

• In depth knowledge of the JDE system (IQS), company policies, and procedures.

• Introduction to VBS and apply learnings to streamlining daily CS department activities

• In depth knowledge of the company Policy Deployment (PD) goals and department KPIs

• Perform call evaluation barometers on all direct reports

• Successfully complete VBS leader training  

CAREER PROGRESSIONS / PROMOTABLE TO:

• Position progresses to various key manager positions.

• Bachelors degree preferred

• Minimum of 3-5 years Customer Service experience, with 2 years in a supervisory role

• Call Center supervisory experience (2+ years)
• Bilingual (Puerto Rican Spanish) preferred

• Willingness to work in a hybrid work environment

• Experience managing a remote team (1+ year) a plus

• Strong commitment to world class Customer Service.

• Strong decision making skills

• Ability to work well and quickly under pressure

• Experience in JD Edwards system preferred but not required

• Strong background in Excel, Word, Power Point

• Excellent communication and proven coaching skills

• Detail oriented combined with strong organizational and problem-solving skills

• Automotive aftermarket background or familiarity with automotive sales a plus

Matco Tools, a wholly owned subsidiary of Vontier Corporation, is a distributor of quality professional automotive equipment, tools, and toolboxes. Matco began operation in 1946 and, since 1979, has sold products directly to professional mechanics, enthusiasts, and those who value quality tools through a network of independent franchised mobile distributors who operate in all 50 states, Puerto Rico, and Canada. Products are also sold to central purchasing operations and other institutional customers through industrial sales representatives and via the internet. Matco is a franchising company, a distribution company, a financing company, a manufacturer of industry leading toolboxes, and a leading supplier of automotive technology solutions employing approximately 600 associates in the United States, Puerto Rico and Canada. For more information on Matco Tools, visit www.matcotools.com.

BENEFITS

Annual bonuses/incentives (depending on position)
Immediate company benefits (medical, dental, vision, life, etc.)
401k with company match
401k defined contribution after 1 year of service
High level of employee engagement
Walking path and gym equipment onsite
Food trucks on site during the summer
Dress for your day - every day casual/jeans
Employee discounts
15 days vacation + 4 floating holidays + 8 paid holidays 
Paid maternity & paternity leave
Tuition reimbursement
Student loan payment assistance
Hybrid work environment (2 days remote)
Annual Day of Caring for employees to volunteer
Discounts on tools
Annual team building events

WHO IS VONTIER

Vontier (NYSE: VNT) is a global industrial technology company uniting critical mobility and multi-energy technologies and solutions to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe, and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement built upon the foundation of the Vontier Business System and embraced by over 8,500 colleagues worldwide. Additional information about Vontier is available on the Company’s website at www.vontier.com.

"Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law."Employment Type: ["OTHER"]