About the role

Reporting to the Customer Support Manager, the Supervisor, Customer Service is responsible for leading a diverse team of Customer Service Representatives while driving operational excellence, employee engagement, customer satisfaction, and continuous improvement. This role plays a key part in achieving departmental performance goals, supporting team development, and ensuring the delivery of world-class customer support and service.

This position is part of the Customer Service organization and will be located onsite in Loveland, Colorado.

In this role, a typical day will look like:
• Lead, coach, and develop a team of Customer Service Representatives to achieve service, quality, productivity, and engagement goals.
• Manage day-to-day team performance through hiring, onboarding, training, coaching, performance reviews, and performance management activities.
• Partner with leadership to execute departmental objectives and support strategic initiatives.
• Monitor operational metrics and KPIs to identify trends, performance gaps, and improvement opportunities.
• Drive productivity, service quality, and revenue opportunities by coaching the team on customer engagement, promotional programs, and cross-sell/up-sell best practices.
• Lead problem-solving initiatives and implement corrective actions to address operational and performance challenges.
• Identify and drive continuous improvement initiatives that enhance customer experience, operational efficiency, and team effectiveness.
• Serve as an escalation point for complex customer situations and make sound customer-related decisions that balance customer satisfaction with business objectives.
• Review team engagement results, identify improvement opportunities, and lead action plans that strengthen employee experience and team effectiveness.
• Ensure adherence to established processes, policies, SOPs, and quality standards.
• Build strong cross-functional partnerships and collaborate effectively across the organization to support business objectives.
• Champion the Veralto Enterprise System (VES) culture by fostering accountability, collaboration, engagement, and continuous improvement.
• Ensure long-term customer relationships through professional customer service practices and strong customer advocacy.

The essential requirements of the job include:
• Bachelor's degree preferred.
• Minimum 5 years of customer service experience demonstrating progressive responsibility.
• Previous supervisory, team lead, or people leadership experience preferred.
• Proven ability and proficiency with order entry and order management processes.
• Experience managing customer escalations and resolving complex customer issues.
• Ability to think through advanced customer service concerns and make sound business decisions.
• Strong organizational, communication, analytical, and time management skills.
• Experience working with Order Management systems such as Oracle, Salesforce (SFDC), Noetix, Cisco, ADP, contact center technologies, or similar platforms.

Preferred qualifications:
• Experience leading customer service, customer support, customer care, or customer operations teams.
• Experience supporting continuous improvement, operational excellence, or process optimization initiatives.
• Experience managing service metrics, team performance metrics, and customer satisfaction KPIs.
• Experience working within manufacturing, industrial, healthcare, life sciences, or other B2B environments.

US ONLY:

The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associate's position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs.

The compensation range for this role is $92,000 - $102,000 USD per year. This job is also eligible for Bonus Pay.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

US residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.