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Customer Service Leadership Opportunity
2 weeks ago
Transforming Lives, One Experience at a Time.
About the RoleWe are seeking a skilled and compassionate Customer Service Leader to join our team. In this role, you will be responsible for overseeing the daily operations of our customer service teams in EMEA and India.
Key Responsibilities- Supervise and motivate a team of customer service representatives to ensure exceptional customer experiences.
- Develop and implement effective processes to meet or exceed service level agreements (SLAs) and key performance indicators (KPIs).
- Build strong relationships with stakeholders across finance and sales to drive business growth.
- Manage the Order to Cash process, ensuring timely resolution of order processing holds and proactive communication of product availability to customers.
- Conduct regular performance evaluations and provide coaching to improve agent call quality.
- Assist customer service representatives in resolving customer escalations in a timely and professional manner.
- Recruit, train, evaluate, coach, and develop staff to enhance their skills and knowledge.
- Analyze operational processes to identify opportunities for improvement and implement changes to enhance service delivery.
- Liaise with other departments to resolve inquiries related to order status, products, production, delivery, and billing.
- Develop and document key process steps to provide exceptional customer service.
- Communicate company goals, directives, and policies to employees and update them on changes to processes and procedures.
- Provide reports to senior management, FP&A, and other stakeholders.
- Bachelor's degree or equivalent from a reputable institution and/or a minimum of three years' related experience and/or training; or equivalent combination of education and experience.
- Experience in people management, international business, and working with Letter of Credit and Incoterms is highly desirable.
- Proven track record of managing customer service teams in multiple locations and driving business growth through exceptional customer experiences.
- Strong leadership and communication skills, with the ability to inspire and motivate teams to achieve exceptional results.
- Demonstrated ability to work under pressure and adapt to changing priorities and deadlines.
- A dynamic and supportive work environment that fosters growth and development.
- Opportunities for professional growth and advancement.
- A competitive compensation package and benefits.
- The chance to make a real difference in the lives of customers and colleagues.
This is an exciting opportunity for a motivated and experienced leader to join our team and drive business growth through exceptional customer experiences.
