Customer Solutions Supervisor
Linde Ince

Bethlehem, Pennsylvania

This job has expired.

Linde is a leading global industrial gases and engineering company with 2020 sales of $27 billion. We live our mission of making our world more productive every day by providing high-quality solutions, technologies and services which are making our customers more successful and helping to sustain and protect our planet. The company serves a variety of end markets including chemicals & refining, food & beverage, electronics, healthcare, manufacturing, and primary metals. Linde's industrial gases are used in countless applications, from life-saving oxygen for hospitals to high-purity & specialty gases for electronics manufacturing, hydrogen for clean fuels and much more. Linde also delivers state-of-the-art gas processing solutions to support customer expansion, efficiency improvements and emissions reductions. For more information about the company, please visit our website at .

Linde Gas & Equipment Inc. is seeking a Customer Service Supervisor to join our team located in Bethlehem, PA.

The Customer Service Supervisor position is responsible for performing and monitoring day-to-day Customer Excellence Center (CEC) activities and processes in a customer service environment with the objective of creating an outstanding customer experience.

The Customer Service 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.

Customer Service 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, scheduling, etc.
  • Performance Management of Call Center Representatives; coaching, development, and discipline
  • Supervise, train and coach Call Center Representatives
  • Take a lead role in establishment, documentation and implementation of the CEC training plan for new hires.
  • Coordinate new hire shadowing, computer set up and training, and phone training handling customer calls.
  • Process improvement - Identify areas for process and improvement, take steps to implement, monitor and evaluate. Uses Six Sigma, Lean & process mapping skills to improve processes and productivity
  • Demonstrates interpersonal, project management, professional written and verbal communication skills and a positive attitude
  • 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.
  • Speak knowledgeably and comfortably about the CEC's tasks and responsibilities, positively promoting the CEC to others.
  • Interfaces professionally and in a timely manner with inter-company departments and regions, responding to the needs of internal customers.
  • Attend and present at conferences within the region on CEC best practices, new technologies and initiatives.
  • Participate in the CEC interview, hiring and onboarding process
  • Demonstrated ability of meeting deadlines and ability to follow-through
  • Other duties as assigned

  • High School Diploma required / Bachelor's Degree preferred
  • Minimum of 2 - 4 years of customer service or in store sales experience preferred
  • Knowledge of specialty gas, industrial gas, medical gas and welding related products preferred
  • 1-3 years of supervisory experience preferred
  • Excellent verbal and written communications skills
  • Expertise in computer systems and computers applications
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.

This job has expired.

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