Job Title

Job Duties: u2022 Supervise team members assigned to your group. u2022 Work across the Customer Service, Order Entry and Data Formatting Teams to meet or exceed daily goals. u2022 Develop relationships with Order Entry, Namelist/ data formatting, & manufacturing team members to ensure that orders are moving forward once they have left Customer Service. u2022 Daily+, monitor dashboards in Zendesk ticketing system and telephony platform to ensure that ALL incoming communications are handled within 24 hours and no more than 2 emails back & forth, then phone/ chat. u2022 Support the Department manager in communicating with team, including planning and meeting metrics, daily management & reporting, policies & procedure adherence. u2022 Review and respond to Corrective Actions/ Preventive Actions. u2022 Call Audits u2013 at least 2 calls audited per week, year-round, using call quality matrix. Additional Expectations: In your first 30 days: uf0a7 Understand Customer Service process flows, pricing, key policies & procedures. uf0a7 Understand Specialty accounts, ZenDesk, and telephony systems. uf0a7 Review daily reporting and attend GEMBA daily to understand metrics. uf0a7 Work with Trainer to learn Customer Service processes as quickly as possible. In your first 60 days: u2022 Build a working relationship across the Diploma CS and Manufacturing Teams. u2022 Lead the Diploma Customer Service Team and work closely with the Order Entry Supervisor to ensure that the CS, Order Entry and Data Formatting teams meet daily metrics and goals. u2022 Review Corrective Actions and Respond to Corrective Actions. u2022 Assist with training/interviewing for new hires. In your first 90 days and beyond: u2022 Own daily management of Channel Service levels: phone, tickets, chat, etc. Attend GEMBA regularly (at least 2x/week). u2022 Own coordination with offshore Level 1 team to ensure warm handoffs of calls & tickets to maintain u2013 and preferably elevate - customer satisfaction. u2022 Review and develop SOPs for the Customer Service Teams as appropriate. u2022 Review updates to training documents and Standard operating procedures (SOPs) as changes occur; ensure that updates are made timely by training team. u2022 Daily reinforce positive work environment; own & drive morale within the team. u2022 Assess each employee on knowledge of processes, data, and tools; coach as needed. u2022 Coach team members in soft skills required for success, such as strong work ethic, empathy for customers, appropriate messaging and tone. u2022 Own & drive quality in all aspects of the teamu2019s work: u201cIf we have time to do it wrong, we have time to do it rightu201d. u2022 Seek opportunities to improve process flows, policies, and/ or procedures. u2022 Build & maintain a strong working relationship across the Diploma CS and Manufacturing Teams. u2022 Lead the Diploma Customer Service Team and work closely with the Order Entry Supervisor to ensure that the CS, Order Entry and Data Formatting teams meet daily metrics and goals. u2022 Contribute to & review Corrective Actions/ Preventive Actions. u2022 Assist with training/interviewing for new hires. Skills Customer service, Data management, Data entry, supervisory skills, team building Additional Skills & Qualifications u2022 Proven experience managing a team (minimum ~5 direct reports; ideally larger teams) u2022 Strong leadership skills (coaching, accountability, performance management) u2022 Problem-solving ability in a fast-paced, high-volume environment u2022 Ability to manage multiple priorities with strong attention to detail Preferred Skills/Experience (Top 3u20135 nice to have): u2022 Experience working in manufacturing or production-linked environments u2022 Experience with Zendesk or similar ticketing systems u2022 Strong Excel skills for reporting and metrics tracking u2022 Experience working cross-functionally with operations teams Experience Level Intermediate Level Job Type & Location This is a Permanent position based out of Indianapolis, IN. Pay and Benefits The pay range for this position is $56000.00 - $72000.00/yr. Company offers PTO, 401k, and Benefits Workplace Type This is a fully onsite position in Indianapolis,IN. Application Deadline This position is anticipated to close on Apr 24, 2026. About Aston Carter: Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffingu00ae double diamond winner for both client and talent service. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email ( ) for other accommodation options.