Customer Care Senior Manager - Gearing Europe

• Works with other functional leaders (Operations, Sales & Marketing, Finance …) on deployment of strategic initiatives
• Drives teams to leverage 80-20 principles to appropriately automate/segment/prioritize work for our Strategic Customers
• Contribute to driving account growth by reviewing customer scorecards for areas of improvement and driving process change
• Identifies tools/enhancements needed to drive a best-in-class customer experience; handles complex or sensitive customer escalations
• Manages a VDM (Visual Daily Management) review process, drives ownership with internal departments, establishes root cause, and escalates call-to-actions
• Drives initiatives/goals/breakthrough ideas forward by leveraging project management tools (Actions Plans)
• Prioritizes “white glove”, proactive service for Strategic Accounts
• Actions and/or delegates review of Transactional Survey/Quarterly Survey tickets in order to gain VOC and continuously improve
• Exhibits influence and expertise to remove obstacles and achieve results through others
• Creates an effective work environment by developing a common purpose, setting clear objectives, promoting teamwork, recognizing success, and encouraging open communication
• Proactively assesses resources for adjustments in staffing levels to maximize service levels
• Develops team through training, coaching, providing balanced performance feedback and guiding development plans. Holds associates accountable that are not meeting expectations.

• Bachelor’s degree or equivalent work experience
• Minimum 5 years of supervisory/management experience required
• Demonstrated proficiency in Windows operating systems and Microsoft applications
• Experience with SAP, Salesforce.com, Power BI , EDI
• Demonstrated ability to work in a highly dynamic team and fast-paced environment with continuous challenges
• Demonstrated ability to meet aggressive deadlines and work with a minimal amount of supervision
• Demonstrated mechanical and/or technical aptitude
• Excellent project management skills
• Excellent communication/interpersonal skills
• Team oriented with the ability to lead through influence
• Able to show situational adaptability and resourcefulness
• Strong attention to detail
• Language Skills: English, any additional language is an asset

• Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm
• Ensures Accountability – Holding self and others accountable to meet commitments
• Builds Effective Teams – Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
• Persuades – Using compelling arguments to gain the support and commitment of others
• Manages Ambiguity – Operating effectively, even when things are not certain, or the way forward is not clear
• Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations. Including cultural sensitivity to lead teams across diverse European countries
• Builds Networks – Effectively building formal and informal relationship networks inside and outside the organization to drive collaborative process improvement
• Analytical Mindset – Using data analysis for fact-based decision-making process
• Tech Savvy- Anticipating and adopting innovations in business building digital and technology applications

• This role could be done remotely work from any Country within Europe.
• Must be willing to travel by all forms of transportation. The position requires 30-40% travel

Regal Rexnord