What Youll Do: • Lead, coach, and manage a team of customer service and quotations representatives to ensure high-quality customer and regional sales manager support. • Monitor team performance, set KPIs, and provide regular feedback and performance reviews. • Develop and implement customer service policies, procedures, and best practices. • Handle complex or escalated customer complaints and ensure timely resolution. • Analyze customer service metrics (response times, resolution rates, customer satisfaction scores) and implement improvements. • Collaborate with cross-functional teams such as Sales, Engineering, and Operations to address customer needs and feedback. • Ensure consistent communication standards across all support channels (phone, email, chat, etc.). • Train and onboard new customer service staff when necessary. • Identify opportunities to improve customer experience and operational efficiency. • Prepare reports on service performance and present insights to senior management.
What Youll Need: • Bachelors degree in Business Administration, Communications, or a related field (or equivalent experience). • 3-5+ years of experience in customer service, with at least 1-2 years in a leadership or supervisory role. • Strong leadership, communication, and conflict resolution skills. • Experience with ERP systems (Oracle) and CRM platforms. • Ability to analyze performance metrics and drive improvements. • Excellent organizational and problem-solving skills. • Customer-focused mindset with a commitment to service excellence.
How Youll Shine: • Experience managing multi-channel customer support teams. • Knowledge of customer experience (CX) strategies and service optimization. • Ability to work in a fast-paced, high-volume environment.