Customer Care Supervisor

## About Us **WHY PRODRIVEN GLOBAL BRANDS?** BECAUSE WE ARE THE PROFESSIONAL’S CHOICE! You will find our market leading products and brands on job sites all over the world. Focusing on end users' needs and delivering exceptional customer experience drives our success. Our entire process—from research to engineering to manufacturing to commercialization—creates products that ensure ease of use, productivity, durability and safety for the end user. On jobsites across the world, ProDriven Global Brands are most preferred. **Presently this position is in a hybrid status with a minimum of 1 day per week in the office for collaboration, teamwork, and business needs. The status and minimum in-office requirements are subject to change based on evolving business needs.** ## Overview This position is a key member of the North American Customer Care organization. This role is responsible for fostering a high‑performance and high‑engagement environment where team members consistently deliver a world‑class customer experience through clear communication, consistent coaching, and strong leadership. Success requires a blend of critical thinking, customer focus, and the ability to lead a high-volume, performance-driven team. ## Responsibilities - Working under Limited supervision: - **Operations Management** - Provide effective supervisory leadership aligned with ProDriven Global Brands policies and values, ensuring all customer care practices support a high‑quality, customer‑focused environment. - Manage Service Level Agreements (SLAs) and quality metrics with a focus on continuous improvement and elevated customer satisfaction. - Monitor capacity, workflow, and resource allocation to maintain response times across all inquiry types. - Develop strategies to prevent backlogs resulting from increased volumes or staffing shortages. - Identify the root-cause for process issues that impact SLA compliance and work cross-functionally to implement actions that resolve issues. - Identify and eliminate barriers affecting accuracy, productivity, and quality, including executing routine service audits. - Maintain clear and consistent communication to ensure team alignment with operational priorities, product knowledge updates, and customer expectations. - Serve as the primary escalation point for complex or urgent customer matters, demonstrating professionalism, accountability, and commitment to timely resolution. - Partner with internal teams to resolve customer inquiries and concerns. - Support daily operations by assisting with calls, emails, or order entry when required. - **People Management** - Oversee timesheets, attendance, and schedule adherence to ensure proper staffing levels. - Establish, communicate, and achieve individual and team performance goals. - Conduct coaching sessions, performance evaluations, and structured development discussions to support continuous employee growth. - Conduct documented monthly one-on-one meetings focused on performance, development, and key discussion topics. - Identify training needs and ensure team members possess the skills, knowledge, and tools required to deliver exceptional customer experiences. - Maintain accountability by applying policies and performance management practices consistently and fairly. - Identify high‑potential team members and support their development toward expanded responsibilities or future leadership opportunities. - Lead daily team meetings to review priorities, recognize accomplishments, discuss service insights, and promote engagement. - Cultivate a collaborative and innovative team culture focused on operational excellence and exceptional customer outcomes. - **Customer Care Expectations** - Own the customer experience and act in ways that turn customers into promoters of our products and services. - Identify and communicate opportunities to use technology or improve processes and systems to enhance service levels and enable automation. - Provide timely, accurate, and transpa…