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

Position Title: Supervisor Customer Care, Software Portal, APAC Location: Noida, India

The Customer Care Supervisor is an 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 Software and Contract Services Manager in EMEA.

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

Your Responsibilities:

• Provide guidance to advocates through coaching, feedback, and development initiatives to enhance performance and job satisfaction.
• Foster collaboration between the Customer Care Contact Center and other teams, including Sales and Customer Success, to streamline escalation processes.
• Facilitate communication between the team and regional Customer Care Contact Center leadership to ensure mutual understanding.
• Assist customers and serve as the primary point of escalation for advocates.
• Oversee the work of Customer Care advocates to ensure compliance with quality standards, deadlines, and procedures, addressing any errors or issues.
• Take ownership of team performance reports by collecting, analyzing, and summarizing data and trends, ensuring metrics and goals are met.
• Evaluate employee goals and identify training needs and development opportunities through performance reviews with advocates.
• Manage relationships with partners, engage in discussions, and initiate actions to improve service levels and meet partner requirements.
• Develop work schedules and assign responsibilities to direct report personnel.
• Ensure effective information flows within the team.
• Achieve organizational goals by accepting ownership for new and varied requests and exploring 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, flexibility, 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 levels 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.

#LI-Hybrid

#LI-MS2

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.