Customer Care Supervisor at Warehouse Direct Inc in Des Plaines, Illinois

Job Description:

Job Description:
Warehouse Direct is seeking a dynamic and proactive Customer Care Supervisor to lead and develop a new department focused on maintaining strong relationships with existing customers. This role is pivotal in driving customer retention, increasing customer outreach, and promoting cross-selling and upselling opportunities. The ideal candidate will play a key role in building the team, implementing best practices, and collaborating across departments to deliver exceptional customer experiences.

Key Responsibilities:

1. Department Leadership:

   • Establish and grow the Customer Care team from inception.

   • Set team goals aligned with the company’s mission and KPIs, with a strong emphasis on customer outreach.

2. Customer Relationship Management:

   • Oversee both inbound and proactive outbound customer interactions to maintain and strengthen relationships.

   • Identify opportunities for upselling and cross-selling products and services based on customer needs.

3. Team Training and Development:

   • Recruit, train, and mentor Customer Care representatives to ensure they are equipped to provide high-quality service.

   • Develop and implement sales strategies, scripts, and training programs to drive performance.

4. Collaboration:

   • Work closely with Outside Sales, Marketing, and Customer Support to align efforts and create a seamless customer journey.

   • Provide feedback to Marketing and Sales on customer insights to inform campaign and product strategies.

5. Escalation Management:

   • Handle first-level customer escalations, ensuring prompt and satisfactory resolution.

   • Coordinate with executives for further escalation when necessary.

6. Systems and Reporting:

   • Oversee the use of HubSpot for tracking customer interactions, reporting, and team performance metrics.

   • Generate and analyze reports to evaluate team effectiveness and identify areas for improvement.

Key Performance Indicators (KPIs):

• Customer outreach volume and quality.

• Retention and satisfaction rates of existing customers.

• Revenue generated from upselling and cross-selling efforts.

Qualifications:

• Proven experience in customer service, account management, or sales, with at least 3 years in a supervisory or leadership role.

• Strong understanding of customer relationship management (CRM) tools, particularly HubSpot.

• Excellent communication, interpersonal, and leadership skills.

• Ability to train and motivate a team to meet and exceed goals.

• Proactive problem-solving skills and a customer-first mindset.

• Experience in a B2B environment is preferred.

PI256886506

Salary: