Mayfield Heights, Ohio, United StatesUnited States of America Milwaukee (South 2nd Street)Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility -our people are energized problem solvers that take pride in how thework we do changes the world for the better.We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that's you we would love to have you join us!Job DescriptionAt Rockwell Automation, we connect the imaginations of people with the intelligence of machines to expand what is humanly possible, making the world more intelligent, more connected, and more productive.We know that expanding human possibility requires connections. We do that every day with our customers as we bring the Connected Enterprise to life, but we don't stop there. We work to expand human possibilities in our communities - giving back, helping grow the next generation of STEM leaders and building relationships that last.Our team cares about the work we do. We make an impact on the world because we strive to solve real problems for real people and expand human possibility. From solutions that address a single issue to transforming a company into a Connected Enterprise, every maker and problem solver in our company contributes to something that matters.As a Customer Care Team Lead, you are responsible for providing continuous high standards of customer service, minimizing customer effort while maximizing the customer experience and loyalty. You are responsible for leading a team of 5+ team members; motivating and coaching them to elevate the performance of the department to ensure a great customer experience every time!What you will be doing:Managing a diverse team to achieve daily goals while maintaining a great customer experience.Managing a team including individuals supporting non-standard working hours and holidays.Developing workflow processes to support departmental goals and meet customer needs.Process establishment and alignment of afterhours support to established global processes.Cross functional collaboration within Customer Care and with Rockwell Automation BUs and Supply Chain to support new and updated offerings, ensuring the development and maintenance of process documentation and training for the Customer Care organization.Developing, measuring, and analyzing metrics/team performance to gain efficiencies.Identifying opportunities for process improvements and system enhancements to improve the performance of the department.Interfacing with internal business units on practices and procedures.Interfacing with various levels of the organization, including Rockwell Automation sales and our distributor partners to resolve customer escalations.Establishing departmental goals and implementing performance management/reward and recognition practices with your team.Conducting performance evaluations for the team; identifying strengths and weaknesses and offering coaching and mentoring.Exercising good commercial judgment and operating in a highly visible, high-pressure environment.Who we are looking for:You are ethical, forward-thinking, intelligent, optimistic, and resilient.You have excellent interpersonal, leadership, and communication skills and a strong passion for coaching and developing team members.You are enthusiastic to work in a dynamic, fast paced, and challenging environment.Basic Qualifications:Bachelor's degree or equivalent relevant experience in Customer ServiceLegal au