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 satisfactionFoster better collaboration between Customer Care Contact Center and our teams, including Sales and Customer Success, to improve escalation processesCommunication between the team and regional Customer Care Contact Center leadership teams to ensure understandingAssist customers and act as first point of escalation for advocatesManage the work of Customer Care advocates to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problemsTake ownership and prepare teams' performance reports by collecting, analyzing, and summarizing data and trends, ensuring metrics and Goals metEvaluate employee goals and identify training needs and development opportunities by conducting performance reviews with advocatesManage relationships with partners, participate in discussions, initiate actions to improve service level and meet partners' requirementsDevelop work schedules and assign responsibilities to direct report personnelEnsure information flowAccomplish 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 environmentBachelors' degree

The Preferred - You Might Also Have:People management, communication, problem solving, decision-makingPeople management experienceCustomer-focused providing the best customer service, prioritizeTaking ownership, flexible, problem solving, delegation of tasks, identify a potential issue and work with internal departments to take actions to resolveWork 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 CalmVolunteer Paid Time off available after 6 months of employment for eligible employeesCompany 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 ProgramPersonalized wellbeing programs through our OnTrack programOn-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.