• Providing crucial support to customers and colleagues in contact centres • Responding to and investigating queries at the first point of contact • Providing support on business processes, policies and procedures • Developing an understanding of customer and business needs to suggest improvements • Identifying barriers to performance and coordinating improvements • Working closely with operational centres, providing coaching and support • Keeping accurate records of day to day operations, logging incidents and identifying trends • Reviewing manual or ineffective processes which could be automated or enhanced • Maintaining a focus on improving customer service and experiences

• Actively monitor robot performance and system health through internal dashboards and monitoring tools • Detect anomalies, errors, or performance concerns through observation or automated alerts • Investigate issues, apply known solutions, and attempt resolution where possible • Document and escalate unresolved issues based on established workflows • Stay in sync with teammates across shifts by sharing timely updates and status changes in Slack • Accurately document incidents, including symptoms, actions taken, and resolution outcomes • Maintain continuity across shifts through effective written updates and documentation • Evaluate and escalate external questions or concerns related to robot behavior or system status

Role Description This position is responsible for managing a Customer Service team who supports key customers and strategic business initiatives in the Retail Stock Business Unit. - Collaborate with cross functional teams to achieve at least a 90% clean order rate and performance that meets the stated lead time for Warranty Parts. - Provide direct supervision for team members; develop each associate’s skills according to goals and knowledge level. - Hire and train new employees on new products, product changes, procedural changes, skills and techniques. - Conduct employee performance reviews, provide regular and timely assessment and coaching, and implement corrective action when necessary. - Develop action-planning strategies outlining upcoming steps for improvements. - Monitor workload management and team metric goals, effectively report findings and manage team performance. - Assist Customer Service in resolution of situations regarding customer’s orders or deliveries, answer product questions, and manage plant/manufacturing issues. - Secure new account information from the Sales Leaders, analyze the information, develop customer specific procedures and ensure the team executes according to customer requirements. - Maintain and update internal documentation. - Advance team relationships with all MBCI functions. - Work with IT to resolve and improve recognized system faults and needed enhancements. - Recognize and implement process improvements to enhance Customer Services operations. - On a daily basis, analyze, interpret and respond to report data relative to business needs and make timely operational decisions. - Oversee root cause analysis and appropriate interventions or corrective action to prevent recurring customer concerns. - Assume responsibilities to oversee special projects as assigned. - Self-development/continuous education – Work with Manager to develop a training plan to advance interpersonal/management skills. - Act as backup to Manager – Customer Services as directed. Qualifications - 3 years MBCI customer service experience or related customer service experience. - Excellent supervisory skills. - Effective mentoring and coaching skills. - Superior phone skills. - Computer skills, Word, Excel, PowerPoint. - Proven experience in leadership role with performance management skills. - Demonstrated ability to communicate effectively. - Self-motivated, team oriented. - Solid organizational skills, ability to manage multiple tasks at once. - Demonstrate problem solving and decision-making proficiency. - Extensive product and cabinet construction knowledge. - Strong service mentality, dedicated to satisfying the customer. - Requires energy, enthusiasm and a customer first attitude to internal and external customers. - Ability to train customer service skills and techniques. - A team player with the ability to work collaboratively with our customers and employees. - Demonstrated effectiveness in meeting deadlines and maintaining confidentiality. - Ability to anticipate and plan strategically for future business needs and improvement while maintaining ongoing daily operations. - Demonstrated professionalism. Department Customer Service

• Provide guidance and information to Team members regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims • Consistently strive to be dependable in achieving or exceeding goals, and overcoming obstacles while focusing on best practices for claims handling, including claim intake. • Align team with client and customer expectations of the claims process • Attract, hire, retain, and provide a high level of new-hire training and coaching of existing team members with the support of the rest of the leadership team • Provide direct reports with accurate mentorship and support by maintaining a thorough understanding of insurance claims processes, regulatory requirements, and industry standards. • Collaborate cross-functionally with other teams, including Claim Operations, Product Operations, and Engineering, to streamline processes • Stay updated on industry trends, emerging technologies, and regulatory changes impacting the insurance claims landscape • Ensure compliance with relevant guidelines and protocols • Foster a positive and inclusive work environment that promotes teamwork, innovation, and a customer-centric culture.