Supervisor, Customer Service

About the role

Reporting to the Customer Support Manager, the Supervisor, Customer Service is responsible for leading a diverse team of Customer Service Representatives while driving operational excellence, employee engagement, customer satisfaction, and continuous improvement. This role plays a key part in achieving departmental performance goals, supporting team development, and ensuring the delivery of world-class customer support and service. This position is part of the Customer Service organization and will be located onsite in Loveland, Colorado . In this role, a typical day will look like: - Lead, coach, and develop a team of Customer Service Representatives to achieve service, quality, productivity, and engagement goals. - Manage day-to-day team performance through hiring, onboarding, training, coaching, performance reviews, and performance management activities. - Partner with leadership to execute departmental objectives and support strategic initiatives. - Monitor operational metrics and KPIs to identify trends, performance gaps, and improvement opportunities. - Drive productivity, service quality, and revenue opportunities by coaching the team on customer engagement, promotional programs, and cross-sell/up-sell best practices. - Lead problem-solving initiatives and implement corrective actions to address operational and performance challenges. - Identify and drive continuous improvement initiatives that enhance customer experience, operational efficiency, and team effectiveness. - Serve as an escalation point for complex customer situations and make sound customer-related decisions that balance customer satisfaction with business objectives. - Review team engagement results, identify improvement opportunities, and lead action plans that strengthen employee experience and team effectiveness. - Ensure adherence to established processes, policies, SOPs, and quality standards. - Build strong cross-functional partnerships and collaborate effectively across the organization to support business objectives. - Champion the Veralto Enterprise System (VES) culture by fostering accountability, collaboration, engagement, and continuous improvement. - Ensure long-term customer relationships through professional customer service practices and strong customer advocacy. The essential requirements of the job include: - Bachelor's degree preferred. - Minimum 5 years of customer service experience demonstrating progressive responsibility. - Previous supervisory, team lead, or people leadership experience preferred. - Proven ability and proficiency with order entry and order management processes. - Experience managing customer escalations and resolving complex customer issues. - Ability to think through advanced customer service concerns and make sound business decisions. - Strong organizational, communication, analytical, and time management skills. - Experience working with Order Management systems such as Oracle, Salesforce (SFDC), Noetix, Cisco, ADP, contact center technologies, or similar platforms.

Requirements

• Experience leading customer service, customer support, customer care, or customer operations teams.
• Experience supporting continuous improvement, operational excellence, or process optimization initiatives.
• Experience managing service metrics, team performance metrics, and customer satisfaction KPIs.
• Experience working within manufacturing, industrial, healthcare, life sciences, or other B2B environments.
• Hach is proud to be part of the Water Quality segment of Veralto (NYSE: VLTO),

Benefits

Additional Information

Imagine yourself... Leading a high-performing customer service team that delivers exceptional experiences every day. Collaborating with a vibrant, diverse, global team. Joining a company with a proven track record of success and an exciting future. At Hach , a Veralto company, we ensure water quality for people around the world, and every team member plays a vital role in that mission. Our founding vision is to make water analysis better-faster, simpler, greener, and more informative. We accomplish this through teamwork, customer partnerships, passionate experts, and reliable, easy-to-use solutions. As part of our team and the broader Veralto network, you'll be part of a unique work environment where purpose meets possibility: where you'll make an immediate, measurable impact on a global scale by enabling the world's everyday water needs, and where you'll have opportunities to foster your professional development and fuel your career growth. Motivated by the highest possible stakes in climate change and global health, we're working together within a rapidly digitizing industry to find innovative technologies that guarantee the safety of our water and our environment.

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