Jobs
>
Columbia

    Customer Experience Team Lead Supervisor - Columbia, United States - Pandora

    Default job background
    Description

    CUSTOMER EXPERIENCE SUPERVISOR, Pandora AME Omni Operations & Distribution Center

    As the largest jewellery brand in the world, we a give a voice to millions of people's loves every day. Our beautiful products empower people all around the world to express themselves. We are proud to be part of their stories and the most important moments in their lives.

    Where original thinking is welcomed, and can turn into positive impact in a heartbeat, we can dream big, dare to act, and deliver with care and passion. At Pandora where you can each craft far more than just an incredible career.

    About the Team:

    As a Team Lead Supervisor, you will lead a team of Customer Experience Representatives who support our Pandora customers. With strong command, relationship management, and workforce operations expertise, you will provide daily support and coaching while monitoring key performance metrics. This person will have a continuous improvement mindset that will assist us in identifying areas of opportunity, process improvements, and ideas to ensure overall customer satisfaction is met.

    The ideal candidate for this role is highly collaborative, self-motivated, proactive, analytical, confident, and innovative. They demonstrate exceptional organizational skills when multiple priorities are involved. You must also possess excellent leadership skills to motivate and inspire your team to achieve their goals while maintaining a positive and productive work environment.

    This role is a full-time hybrid position, with three days in the office and two days at home. Candidates who apply must live in the DMV area.

    Your Role as a TEAM LEAD SUPERVISOR:


    • Monitor all customer communication channels with a heavy focus on log-in compliance, average speed of answer, average handle time, first contact resolution, full resolution time, and schedule adherence

    • Prioritize customer escalations and personally ensure resolution and satisfaction

    • Collaborate with Quality Assurance and Development Specialists to lead the creation of essential resources like onboarding and training presentations

    • Analyze contact center data to identify and address performance issues, key contact drivers, trends, etc.

    • Train and provide representatives with necessary empowerment tools to de-escalate complicated customer interactions

    • Create enhanced "Voice of Customer" reports and dashboards

    • Assists Manager and Director of Customer Experience with more complex processes, projects, and presentations to be shared with the Executive Leadership Team

    • Design and deliver effective continuous improvement initiatives that align with Pandora's strategic direction

    • Lead the development of standard operating procedures (SOPs), toolkits, and other communication to support our representatives

    Craft your career with us if you have:


    • Bachelor's degree in business operations, business management, human resources, or a similar relevant field

    • 6+ years of Customer Service, Success or Experience Management

    • High level of proficiency with Microsoft Office Suite, Salesforce, PowerBI, IBM, and WMS/LMS programs

    • Excellent interpersonal and written communication skills

    • Advanced writing, data visualization, and presentation skills

    • Exceptional time management and decision-making skills

    • Previous experience with working across global, multicultural teams

    • Able to demonstrate a high level of confidentiality

    • Bilingual in English, Spanish or French is a plus

    Our Benefits:


    • We Dare We offer robust compensation package including base and bonus, a 401K plan to help you secure your financial future

    • We Care Pandora offers extensive benefits including: Medical, Dental, Vision, Short/Long Term Disability, Basic Life and AD&D, anniversary gift cards, recognition program and product discounts

    • We Dream Pandora is fostering growth and crafting opportunities to support the business needs which learning and development programs, continuous feedback, LinkedIn learning, tuition reimbursement and more

    • We Deliver PTO Package including: Vacation, Personal, Sick, Birthday, Celebration days and Paid Holidays

    About Pandora:

    Pandora designs, manufactures, and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores.

    Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021.

    Pandora's recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status, and age.

    About Pandora NAM:

    The Pandora North America team in the USA & Canada consists of more than 115 employees working at our offices in New York & Baltimore, more than 80 in our Logistics Center in Columbia, Maryland, an additional 100 in field positions, and more than 3,900 in our owned and operated stores.

    Today, the USA is Pandora's single largest market. The Pandora North American region as a whole encompasses over 1,400 points of sale, including over 420 concept stores, with more than 300 being owned and operated by Pandora.



  • Trane Technologies Columbia, United States Full time

    : The Team Lead role is responsible for ensuring their production assembly cell is actively engaged to meet daily customer demand and production schedule. · The Production Team Lead provides effective training to the assembly cell and ensures safety and quality standards are m ...


  • MAC Incorporated North Carolina, United States

    MAINTENANCE SUPERVISOR OPENING WITH A LARGE BEVERAGE PLANT IN WILSON NC. · LOOKING FOR A STRONG HANDS-ON MAINTENANCE SUPERVISOR WITH ELECTRICAL AND MECHANICAL SKILL SETS. MUST COME OUT OF FOOD OR BEVERAGE MANUFACTURING. · SHIFTS: 3223 SCHEDULE (6pm-6:30am) · Salary: $70K-$90K · ...


  • Cybernetic Search South Carolina, United States

    Supervisor (Protection & Control) · Cybernetic Search have partnered with one the top names in Engineering, Procurement and Construction, who are seeking a Senior Leader with Substations experience, for partnered projects with major Utilities and Renewable Energy organizations. ...

  • SHL Medical

    Warehouse Manager

    3 weeks ago


    SHL Medical South Carolina, United States

    Location: Charleston, South Carolina, US · Reporting to: Sr. Supply Chain Manager · SHL Medical is the world-leading solution provider in the design, development, and manufacturing of advanced drug delivery systems with more than 5000 employees worldwide. Our customers include to ...

  • CARsgen Therapeutics

    MFG Supervisor

    2 days ago


    CARsgen Therapeutics North Carolina, United States

    Position Summary: · Manufacturing Supervisor leads direct reports within the manufacturing operations group. Develops personnel and organizes manufacturing operations. Schedules and delegates manufacturing activities. · Responsibilities: · Coordinate daily production tasks and m ...


  • CARsgen Therapeutics North Carolina, United States

    MFG Support Supervisor: · Manufacturing Support Supervisor leads the Manufacturing Support group. Develops personnel and organizes manufacturing support operations. Schedules and delegates support activities. Provides oversight to ensure manufacturing operations remain operationa ...


  • Vertiv South Carolina, United States Full time

    POSITION SUMMARY · Responsible for overall operations and customer experience for the field service organization. Provide business, managerial, and technical direction to multiple region supervisors. Leads a field service business focused on safe work practice and operational ...


  • Milliken and Company South Carolina, United States

    Milliken & Company is a global manufacturing leader whose focus on materials science delivers tomorrow's breakthroughs today. From industry-leading molecules to sustainable innovations, Milliken creates products that enhance people's lives and deliver solutions for its customers ...

  • 014 FLEXTRONICS AMERICA, LLC

    Operations Supervisor

    3 weeks ago


    014 FLEXTRONICS AMERICA, LLC Columbia, United States Full time

    Job Summary · To support our extraordinary teams who build great products and contribute to our growth, we're looking to add an Operations Supervisor located in Columbia SC. · Reporting to the Engineering Manager, the Operations Supervisor will effectively managing all st ...

  • ES Foundry

    Equipment Engineer

    1 week ago


    ES Foundry South Carolina, United States

    Summary: · To work together with Process Engineer, Yield/Integration Engineer, and Equipment Technicians to optimize and maintain production lines, and support safety, efficiency, and quality goals set by the company by way of continuous improvement. · Responsibilities: · Engages ...


  • Lockheed Martin South Carolina, United States

    Job Description · Production Completion Supervisor F-16 · Location: Greenville SC · What You Will Be Doing · Are you ready to lead and inspire a skilled team in the completion of F-16V Block 70 center fuselage structures? As the F-16 Production Completion Supervisor, you'll b ...


  • Inspire Brands North Carolina, United States

    JOB DESCRIPTION The Culinary Innovation Manager will lead and manage product development of new products, and execution of strategic initiatives as it relates to all segments and dayparts from concept approval to product launch. This position will also lead the physical developme ...


  • GDIT North Carolina, United States Full time

    Job Description: · Contact Center Team Lead Job Description · Job Description Summary · Provide customer assistance and problem resolution to a wide variety of customers across business areas supported by a multi-customer contact or help desk environment. Responds to customer cal ...


  • North Carolina State University North Carolina, United States

    Posting Details · Position Information Posting Number PG193984TM Position Number 11ASO3159 Position Type Temporary Essential Job Duties We are seeking up to 4 highly motivated seasonal Crew Leaders for a black bear genetic and abundance study in eastern North Carolina. · Primar ...

  • Beyond Meat

    Production Operator

    4 days ago


    Beyond Meat Columbia, United States Full time

    COMPANY DESCRIPTION At Beyond Meat, we started with simple questions. Why do you need an animal to create meat? Why can't you build meat directly from plants? Thus, we make plant-based meats that allow families to eat more, not less, of the traditional dishes they love while feel ...

  • MU Health Care

    Clinical Supervisor

    1 week ago


    MU Health Care Columbia, United States Full time

    Clinical Supervisor, Logistics Center · University of Missouri Health Care (MU Health Care) located in Columbia, Missouri, is seeking an experienced, energetic, innovative, and creative Clinical Supervisor to lead the Logistics Center for mid-Missouri's only academic health syste ...

  • DS Smith

    Production Manager

    1 week ago


    DS Smith Columbia, United States Full time

    DS Smith is a leading international supplier of paper-based packaging solutions for consumer products, e-commerce, promotion, transit, and industrial applications. Our Columbia, SC facility specializes in corrugate packaging. We are looking for individuals who already have prior ...


  • E2 Consulting Engineers Richland, United States Full time

    Overview · The WTP project is the largest undertaking of its kind and one of DOE's most technically challenging cleanup projects. Its construction spans 65 acres with four major nuclear facilities – Pretreatment, Low-Activity Waste Vitrification, High-Level Waste Vitrification a ...

  • JBS USA

    fsqa supervisor

    2 weeks ago


    JBS USA Columbia, United States Full time

    Description · Position at JBS USA JOB DESCRIPTION INFORMATION · Position Title: Quality Assurance (QA) Supervisor · Type of Job Description: New Job Description · Position Type: Fulltime · Job Catalog Position Title: QA Supervisor · FLSA Status: Salaried · Department: FSQA · Lo ...


  • MAC Incorporated North Carolina, United States

    Large manufacturing company in Mt. Olive NC is looking for a strong Continuous Improvement Manager. · LOOKING FOR A GURU IN CONTINUOUS IMPROVEMENT · Looking for someone that is strong with process improvements, implantations, driving change, reducing waste, increasing the effici ...