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Title:  Supervisor Customer Experience

Requisition Id:  400
Job Function:  Customer Experience
Career Area:  Customer Service
Position Purpose:

Oversees the day to day customer & technical service operations and maintains major accounts & customer relationships. Supports strategic improvements consistent with corporate goals and initiatives, focusing on improving customer retention through a high quality customer experience. Measures and provides appropriate performance and behavioral feedback to assigned team members. Assists in the design or implementation of continual improvement projects. Offers suggestions to management with ideas on how to improve customer interaction, employee morale and streamline processes.

Key Job Activities:

1) Manages major accounts and offers high level of customer service including handling complex customer situations, identifying customer needs and taking appropriate actions to ensure those needs are met and performing necessary research and analysis to resolve problems.
2) Directly accountable for individual team member performance, department goals and project objectives. Achieves this through the oversight of work allocation and productivity of individual team members as well as oversees quality performance of individual team members.
3) Provides sales support for all levels of sales personnel including identifying vendor options, researching/offering pricing, writing proposals & submitting bids and coordinating events. Schedules customer call-ins, schedules service requests, and prepares packages.
4) Assists in developing new initiatives and makes recommendations for change, based on proactive and reactive business needs, focusing on improving the communication, timing and impact to the customer and the employees in the working environment. Supports members in implementing changes.
5) Develop sound communication and working relationships with other cross functional processes, acting as a liaison to advise managers of needs for improved cross functional processes.
6) Establishes improved avenues of customer interaction and communication, utilizing existing or assisting on the development of new technology, programs, and processes and reporting. Runs and prepares reports to distribute to appropriate customers.
7) Develop Technical Service staff through effective hiring, coaching, evaluative performance feedback and guidance. Oversees job prep function.
8) Backup other administrative functions as needed, including general customer service, regulatory paperwork, invoicing and intercompany, customer & vendor correspondence. Enter information into SteriWise for job prep functions to be executed.
9) Proactively manages daily internal workflow to ensure job coordination, completion and billing.
10) Performs other related duties as required or requested.

Required Education: in High School or Equivalent
Experience (North America & LATAM):
Required Years of Experience: 0-2
Certifications and/or Licenses:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.

Nearest Major Market: Chicago