Customer Care Supervisor
$55,100–$82,400 year
On-siteNorth Syracuse, New York, United States
Job Summary
Lead and coach a team of Customer Care Representatives to deliver exceptional service, drive engagement, and achieve performance goals. Oversee day-to-day operations including workload management, service execution, performance monitoring, and adherence to established standards. Resolve escalated customer issues by collaborating with Sales, Operations, Engineering, and Supply Chain to identify solutions and ensure timely resolution. Drive continuous improvement by leveraging customer insights, service metrics, and operational data to enhance team effectiveness and overall business performance. This role supports Novanta's Positioning Solutions business, which provides precision motion and positioning technologies for life sciences, medical, imaging, and automation applications.
Required Qualifications
- Proven ability to lead, coach, and develop teams through clear expectations, performance management, accountability, engagement, and continuous learning
- Demonstrated success delivering exceptional customer experiences, building trusted customer relationships, and driving customer satisfaction, retention, and service quality
- Strong analytical, problem-solving, and organizational skills with the ability to manage competing priorities, leverage data to guide decisions, and drive process improvements in a fast-paced environment
- Demonstrated ability to leverage business systems, data, reporting tools, automation, and AI-enabled technologies to improve team productivity, customer responsiveness, operational efficiency, and decision-making
- Embraces new technologies, drives digital adoption, and uses insights to enhance both employee effectiveness and the customer experience
- Ability to remain in a stationary position for extended periods while working at a computer or on the phone
- Ability to operate standard office equipment
- Light physical effort, such as lifting up to 10 pounds
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