Supervisor, Us Business Services

5 months ago

Gurugram Haryana, India Hollister Incorporated Full time

**Summary**:

Join our passionate team as a Global Business Supervisor supporting US customer service operations in India. In this role you will play a critical role in overseeing customer service operations for consumers and B2B sales within the US market. You will lead a team of customer service representatives and operations coordinators. This position will oversee the effective functioning of the “Order to Cash” process for all distributors, manage end-user enrollment into Secure Start Services and sample fulfillment. This role requires strong leadership, communication, and problem-solving skills, as well as a deep understanding of the US market and customer needs.
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**Responsibilities**:
**Supervise Customer Service and Operations Service Execution - 60%**
- Oversee the daily service execution of the US Customer Service Representatives and Operations Coordinators to ensure that all performance targets are met
- Complete taskwork to support “Order to Cash,” enrollment or sample fulfillment
- Assist and provide direction for associates on complex situations
- Ensure compliance to processes through weekly audits and performance monitoring
- Ensure all processes are being adhered to (in partnership with department trainer) and are effective and efficient
- Address any operational issues in a timely manner, ensuring proactive communication with internal and external customers
- Develop staffing/workforce plans and schedules

**Coaching and Developing Associate - 30%**
- Work with manager and other supervisors to establish HPM expectations.
- Conduct regular coaching sessions and performance evaluations to identify strengths, areas for improvement, and development opportunities for team members.
- As necessary, meet with associates to discuss development outside of their current role.
- Identify, share and coach to best practices.
- Assist and provide guidance with complex customer situations.
- Conduct mid-year and annual performance reviews.

**Other - 10%**
- Ensure systems are functioning appropriately (troubleshoot as necessary)
- Participate and present in assigned projects or meetings
- Work with Trainer to identify and implement processes that improve overall service. Track and monitor progress.

**Essential Functions of the Role**:

- Communicating (Talking/Listening/Typing/Writing/Reading)
- Ability to wear headset
- Sitting for long periods of time (6 to 8 hours)
- Ability to work greater than 40 hours if need arises
- Limited travel as requested (

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