* Must demonstrate proficiency in all Customer Service I, II, and III job requirements

* Help develop and manage process flows, SOP, metrics, and KPI needed for the target group.

* Proactively review target group customers to determine process flow requirements needed to drive positive order fulfillment of such customers. This includes proper documentation and monitoring of such requirements needed for successful experiences with Karcher North America.

* Monitor daily operations of target group team, including monitoring of phone queues, scheduling, SuccessFactors, attendance and team productivity

* Support the Customer Service Manager to ensure daily operations are efficient across the Customer Service Department

* Ensure all team members have proper tools to be successful in their roles

* Responds to and resolves escalated issues as needed by the Target group team and any other support needed by the Customer Service Manager.

* Provide training to Customer Service Reps on new policies, procedures and provide onboarding training to new team members

* Act as and mentor to Customer Service team members regarding issue resolution

* Act as the primary escalation point for customer issues that cannot be resolved by the Customer Service Representative; requires ability to de-escalate and problem solve in such a way that meets customer needs as well as protecting the interests of the business

* Responsible for job performance of assigned team members. This includes SuccessFactors objectives, accountability, and performance growth. Work with the Customer Service Manager on all personnel issues or objectives.

* Look for and act upon opportunities for improvement within the target group team as well as Customer Service Department overall

* Maintain a high level of professionalism at all times

* Participate in various department and company projects and objectives

* Provide support as needed to Customer Service Manager for items such as customer escalations and specific account maintenance functions

* Impact the companys bottom line by ensuring high levels of customer satisfaction and improvement of Customer Service Team daily operations

* Stay up to date on company product and policy information as required

* Ability to remain professional and courteous with customers at all times

* Ability to anticipate and proactively meet customer needs based on initial inquiries and/or limited information

* Excellent verbal and written communication skills

* Demonstrated conflict resolution and customer de-escalation skills

* Strong reasoning and problem solving skills

* Demonstrated ability to identify and act on opportunities for improvement

* Demonstrated project administration skills within the department

* Demonstrated non-routine issue resolution experience

* Demonstrated ability to lead empowered teams

* Proficient in MS Office, including Word, Excel and Outlook as well as the internet and other computer programs

* SAP experience preferred

***This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. These may be added, removed, changed or reassigned as needed to accommodate business requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.***