Customer Service Team Leader
Description
Customer Service Team Lead
Monterrey, NL, Mexico
Monterrey, NL, Mexico
About Optimas:
Optimas is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. Our local, on-the-ground teams understand the nuances of every community we serve. This allows us to adapt with our customers and partners as needs evolve, leveraging our footprint to remain at your side while providing a highly personalized level of service and support no matter where you find yourself around the globe.
Optimas is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. Our local, on-the-ground teams understand the nuances of every community we serve. This allows us to adapt with our customers and partners as needs evolve, leveraging our footprint to remain at your side while providing a highly personalized level of service and support no matter where you find yourself around the globe.
To learn more about our company, please visit our website http://www.optimas.com/
Position overview:
We are currently seeking a highly-motivated, driven Customer Support Team Lead for our Customer Support Team, who will be responsible for leading a team of CSRs in their day-to-day job execution efforts and maintaining his/her own accounts. The CS Team Lead will ensure the team provides best in class service to our customers in a multi-location global distribution environment. Outstanding collaboration with other members of supply chain, sourcing and operations support teams is critical to achieving objectives.
If you are looking for a fast paced environment with lots of opportunity for personal and career growth then this is the ideal place for you!
Main responsibilities:
The Customer Support Team Lead is an expert who helps to maintain strong customer relationships and will be responsible of the following:
- Act as first level escalation for assigned CS Team, providing expert advice and strategic input to assist in problem solving and decision making.
- Work with CS Manager to provide necessary reporting and critical feedback regarding team performance and activities.
- Train new CSRs in products, processes, and systems during the on-boarding process.
- Work with Program Manager on assigned Strategic or Key accounts and provide assistance and support to the Sales Organization Team.
- Continuous communication with customer via phone and email; order requests, order changes, order status, tracking information, shipping discrepancies, invoice errors and quality issues.
- Update status and upload reporting to customer portal as required.
- Manage customer order books, including initiating and follow-up to resolve issues, answer questions and correspondence and complete reports as it relates to the customer base.
- Communicate effectively with the Supply Chain team and other internal departments
- May prepare and/or present proposals and quotes and recommend product based on customer needs.
- Meet or exceed Customer Service Rep Key Performance Indicators.
- Make critical decisions daily with the ability to develop root cause analysis.
- Compare and evaluate possible courses of conduct, acting or making a decision after various possibilities have been considered.
- Carry out major assignments in conducting the operations of the business.
- Collaborate with Operations to meet urgent customer demand and orders.
- Collaborate with Technical Service Department on Quality issues.
- Collaborate with Supply Chain Planners and Demand Planning to continuously improve forecast and order portfolios to the supplier.
- Continued growth and retention of account.
Key Competencies:
The ideal candidate must have the following competencies:
- Strategic Vision.
- Building organizational capacity.
- Results driven.
- Embrace change.
- Collaboration and Influence.
- Entrepreneurial spirit.
- Customer value and Market focus.
Skills and Qualifications:
- Supervision - Prior supervisory experience preferred, strong content knowledge and communication skills a must. Good communications skills and the ability to train and inpart knowledge to others.
- Expert in Customer Service— Work to achieve all department objectives and goals set by senior management, following all company policies and procedures, and fostering a positive and constructive attitude with all company personnel and customers.
- Experience —Undergraduate Degree or equivalent preferred with sales/business acumen generally attained through 3+ years of complex B2B selling.
- Production and Processing — Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.
- Computer Knowledge— the ability to operate software and electronic devices. Intermediate knowledge of Microsoft Office products (inclusive of Excel, Access, Word and Outlook).
- Oral and Written Expression — Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
To Staffing and Recruiting Agencies: Optimas does not accept unsolicited CVs or applications from agencies. Optimas is not responsible for any fees related to unsolicited CVs or applications and explicitly reserve its right to contact candidates presented in such unsolicited CV or application.
Optimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability or genetics. In addition to federal law requirements, Optimas OE Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.