A Career at Rheem: Where Comfort Is Your Calling
At Rheem, we are dedicated to bringing comfort to people's lives. As a leading global manufacturer of heating, cooling and water heating equipment, we are innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It is an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem and help shape the future of products that impact lives-every day.
The Supervisor, Partner Service is responsible for overseeing the division's Customer Service Professionals and providing service to internal and external customers on complex issues including determining customer requirements, expectations and ensuring fulfillment.
Want more jobs like this?
Get Business Operations jobs in Oxnard, CA delivered to your inbox every week.
This position will be location onsite in Oxnard CA
WHAT YOU'LL DO:
• Onboard and train call center personnel.
• Lead, coach, and motivate a team of 5-8 Order Entry Specialists.
• Foster a positive and collaborative team culture, promoting a high level of engagement and accountability.
• Monitor individual and team performance, providing regular feedback and coaching to improve efficiency and accuracy.
• Conduct regular reviews of order entry processes to identify areas for improvement and implement necessary changes. Handle escalation calls as a tier above the Customer Experience Representative.
• Effectively distribute and supervise the team's caseload.
• Analyze call center data and provide reports for upper management.
• Maintain a customer-centric approach, ensuring that service quality meets or exceeds established standards.
• Continually evaluate staff effectiveness and performance.
• Collaborate with other departments to streamline processes and improve overall customer satisfaction.
• Develop and implement training programs to enhance the skills and knowledge of the Order Entry Team.
• Lead team meetings and 1:1 meeting with direct reports.
• Regularly analyze KPIs and performance metrics, providing reports to the Customer Service Manager.
• Establish a high standard for productivity, quality, customer service as well as define guidelines.
• Servant leadership skills - listening, empathy, self-awareness, foresight, commitment to growth.
Qualifications:
WHAT YOU'LL NEED:
• A minimum of 5 years of experience in customer service or customer call center operations, or an equivalent degree in Business, Management, or a related field.
• 2-3 years of proven experience in supervising a team, demonstrating effective leadership and team management skills.
• Experience working with ERP programs such as Oracle, AS400, or Order Management Systems.
• Excellent communication skills, both written and verbal, with keen attention to detail and accuracy.
• Familiarity with basic management approaches, including work scheduling, prioritization, coaching, and process execution.
• Demonstrated ability to collaborate effectively with others in a team-oriented environment.
• Ability to present information and respond to questions from various stakeholders, including groups, managers, clients, and customers.
• Proven capability to recognize and implement process improvements to enhance efficiency and effectiveness.
HOW TO STAND OUT:
• Exposure to planning, operation, and manufacturing logistics in a customer service context.
• Track record of successfully managing complex projects within a customer service setting.
• Demonstrated ability to handle pressure with composure and effectiveness.
Rheem is an Equal Opportunity Employer.
Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.
For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, Hawaii, Idaho, Louisiana, Mississippi, Montana, New Mexico, North Dakota, South Dakota, Vermont, West Virginia, or Wyoming.
Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.
Payscale for this role based in California is: ($62,700-$114,000 USD) Please note all pay ranges are broadly stated and any final offer is dependent on factors such as location, direct experience, market guidance and internal equity, among other qualifying criteria".
#LI-NP1