B2B Customer Service Supervisor (Remote Opportunity)

Description

At Nespresso we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. We're committed to delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with first-rate opportunities to push the boundaries of coffee exploration.

Job Purpose:

The Customer Service Supervisor (B2B) will ensure the appropriate productivity of B2B operations within Nespresso’s Customer Contact Center, by leading the team to ensure sustainable performance. This is a remote-based opportunity.

Responsibilities:

• Continuously motivate, develop, coach and train B2B Customer Service Representatives in order to maintain effectiveness.
• Ensure robust communicate to team; dissemination of company information, daily check ins, regular performance reviews, team meetings.
• Manage and develop team to the Nestle leadership pillars to ensure a high performing team.
• Drive representatives to achieve goals as outlined in the quality success model and meet agreed KPIs.
• Evaluate teams performance through daily, weekly and monthly operations.
• Drive continuous improvements with individual reps and team objectives.
• Ensure execution of club operational standards pertaining to the operational scorecard.
• Ensure goal alignment through to the CRC OMP strategy, both with top down and bottom up initiatives.
• Manage risks, issues, escalations and change in a cost effective and timely manner to deliver the agreed KPIs and SLAs.
• Provide support cross-functionally to the call center.
• Identify gaps and design action plans accordingly, drive the action plan to success.
• Be empowered to take any decisions within scope.
• Align with CRC management on action plans and provide continuous visibility on performance.
• Review and analyze reports to improve statistics; occupancy, service level, call quality, accuracy, and scripting.

Requirements:

• High School Diploma or GED required; Bachelor’s degree is preferred.
• 2+ years of customer service experience required, preferably working in a B2B environment (hospitality, travel/tourism, etc.).
• 1+ years of people management experience required.
• Demonstrated proficiency in MS Office (Word/Excel/Outlook/PowerPoint) required.
• Must possess strong communication (oral and written), organizational, stakeholder management and time management skills.
• Must have excellent people management, analytical and strong problem-solving skills.
• Ability to work under pressure to meet tight deadlines with minimal supervision.
• Must be able to handle sensitive HR information in a confidential and professional manner.
• Ability to work weekdays and weekends, to include: morning/afternoon/evening availability required.

The approximate pay range for this this position is $70,000 to $85,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities, as well as geographic location.

Nestle offers performance-based incentives and a competitive total rewards package, which includes a 401k with a company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at About Us | Nestlé Careers (nestlejobs.com).

Requisition ID:
225573

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

Nestlé Nespresso USA is an equal opportunity employer and is looking for diversity in qualified candidates for employment. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at [email protected] or please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship.