Rheem Manufacturing · 11 hours ago
Supervisor, Warranty and Claims
Oxnard, CA
Full-time
Onsite
Mid, Senior Level
$66K/yr - $120K/yr
5+ years expRheem Manufacturing is seeking a Warranty Supervisor to oversee the division's Warranty Professionals and provide exceptional service to both internal and external customers. The role involves monitoring team performance, onboarding new personnel, and ensuring timely resolution of complex warranty issues.
Heating Ventilation and Air Conditioning (HVAC)Industrial ManufacturingManufacturingOil and Gas
Responsibilities
Monitor team performance and customer demand by answering calls and emails during peak periods or as needed to maintain service levels
Onboard and train call center personnel
Lead, coach, and motivate a team of 5-8 Warranty Agents
Foster a positive and collaborative team culture, promoting a high level of engagement and accountability
Monitor individual and team performance, providing regular feedback and coaching to improve efficiency and accuracy
Partner with the Warranty Manager to handle escalations
Effectively distribute and supervise the team's caseload
Analyze call center data and provide reports for upper management
Maintain a customer-centric approach, ensuring that service quality meets or exceeds established standards
Continually evaluate staff effectiveness and performance
Collaborate with other departments to streamline processes and improve overall customer satisfaction
Lead team meetings and 1:1 meeting with direct reports
Regularly analyze KPIs and performance metrics, providing reports to the Warranty Manager
Servant leadership skills – listening, empathy, self-awareness, foresight, commitment to growth
Qualification
Required
A minimum of 5 years of experience in customer service or customer call center operations, or an equivalent degree in Business, Management, or a related field
2-3 years of proven experience in supervising a team, demonstrating effective leadership and team management skills
Experience working with ERP programs such as Oracle, AS400, or other similar programs
Excellent communication skills, both written and verbal, with keen attention to detail and accuracy
Familiarity with basic management approaches, including work scheduling, prioritization, coaching, and process execution
Demonstrated ability to collaborate effectively with others in a team-oriented environment
Ability to present information and respond to questions from various stakeholders, including groups, managers, clients, and customers
Proven capability to recognize and implement process improvements to enhance efficiency and effectiveness
Preferred
Exposure to planning, operation, and manufacturing logistics in a customer service context
Track record of successfully managing complex projects within a customer service setting
Demonstrated ability to handle pressure with composure and effectiveness
Company
Rheem Manufacturing
Rheem Manufacturingis a manufacturer of heating, cooling, water heating, pool and spa heating, and commercial refrigeration systems.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Chris Peel
President and CEO
A
Alan Machuga
Executive Vice President Technology, CTO
Recent News
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