Customer Service Team Leader
We are looking for a customer service team leader to oversee and support the customer service team in a manufacturing environment. The ideal candidate will have experience in handling customer inquiries, managing a team, and ensuring efficient order processing while maintaining high service standards.
Requirements
- Supervise and guide the customer service team to ensure smooth daily operations.
- Monitor customer inquiries and complaints, ensuring timely and effective resolution.
- Oversee order processing, coordination with production, and on-time delivery.
- Maintain strong communication with internal departments, including sales, production, and logistics.
- Train and mentor team members to enhance service quality and efficiency.
- Implement and improve customer service processes to optimize response time and satisfaction.
- Ensure accurate record-keeping of customer interactions, orders, and feedback.
- Prepare reports on team performance, customer issues, and service improvements.
- Handle escalated customer concerns and provide appropriate solutions.
- Maintain compliance with company policies, industry regulations, and customer service standards.
Qualifications & Skills:
- Bachelor's degree in business administration, communications, or a related field.
- Minimum 5 years of experience in customer service, with at least 3 years in a leadership role.
- Experience in the manufacturing sector or a production-based environment is preferred.
- Strong leadership and team management skills.
- Excellent problem-solving and conflict-resolution abilities.
- Proficiency in MS Office Suite and customer relationship management (CRM) software.
- Strong communication and interpersonal skills.
- Ability to work under pressure and meet deadlines in a fast-paced environment.
Benefits
- Pension Plan
- Paid Time Off
- Training & Development