Work In Tech

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

The Customer Care Supervisor is operational person with responsibility for providing first level guidance to Customer Care advocates with the goal of meeting performance goals and service level agreements.

You will report to the CX Field & Training / TechConnect Manager EMEA.

You will work hybrid (Monday, Tuesday, Thursday at office).

Your Responsibilities:

• Provide guidance to advocates including coaching, feedback, and development which will support performance and job satisfaction
• Foster better collaboration between Customer Care Contact Center and our teams, including Sales and Customer Success, to improve escalation processes
• Communication between the team and regional Customer Care Contact Center leadership teams to ensure understanding
• Assist customers and act as first point of escalation for advocates
• Manage the work of Customer Care advocates to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
• Take ownership and prepare teams' performance reports by collecting, analyzing, and summarizing data and trends, ensuring metrics and Goals met
• Evaluate employee goals and identify training needs and development opportunities by conducting performance reviews with advocates
• Manage relationships with partners, participate in discussions, initiate actions to improve service level and meet partners' requirements
• Develop work schedules and assign responsibilities to direct report personnel
• Ensure information flow
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; explore opportunities to contribute to job accomplishments

The Essentials - You Will Have:

• 2 to 5 years' experience in a customer service environment
• Bachelors' degree

The Preferred - You Might Also Have:

• People management, communication, problem solving, decision-making
• People management experience
• Customer-focused providing the best customer service, prioritize
• Taking ownership, flexible, problem solving, delegation of tasks, identify a potential issue and work with internal departments to take actions to resolve
• Work with different types of people profiles, adapt to different level of audience when communicating whilst working with multiple departments in a multicultural organization

What We Offer:

Our benefits package includes …

• Comprehensive mindfulness programs with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees
• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program
• On-demand digital course library for professional development

... and other local benefits!

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

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Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.