This is a fully remote position, open to applicants in New York.

📋 Description

• Lead, mentor, and nurture a team of Customer Care Representatives.

• Supervise daily customer care operations, focusing on workload management, service delivery, performance assessment, and compliance with service standards.

• Address escalated customer concerns by collaborating with clients and cross-functional teams.

• Identify solutions, eliminate obstacles, and ensure prompt issue resolution.

• Promote continuous improvement by utilizing customer insights, service metrics, and operational data.

• Enhance team efficiency, customer satisfaction, and overall business performance.

• Work closely with Sales, Operations, Engineering, and Supply Chain to foster customer satisfaction through effective order management, issue resolution, and service excellence.

• Contribute to customer retention and the growth of Novanta’s Positioning Solutions business.

⛳️ Requirements

• Demonstrated ability to lead, coach, and develop teams by setting clear expectations, managing performance, ensuring accountability, fostering engagement, and promoting continuous learning.

• Proven track record of delivering outstanding customer experiences, cultivating trusted customer relationships, and enhancing customer satisfaction, retention, and service quality.

• Strong analytical, problem-solving, and organizational capabilities.

• Capacity to handle competing priorities, utilize data to inform decisions, and implement process improvements in a dynamic environment.

• Proven ability to utilize business systems, data, reporting tools, automation, and AI-driven technologies effectively.

• Skill in enhancing team productivity, customer responsiveness, operational efficiency, and decision-making through digital adoption and insights.

• Ability to remain in a stationary position for extended durations while working on a computer or on the phone.

• Proficient in operating standard office equipment.

• Capability to lift up to 10 pounds when necessary.