Customer Service Team Lead

hace 2 días

Monterrey, Nuevo León, México Optimas Solutions A tiempo completo
Job Summary

We are seeking a highly motivated and driven Customer Service Team Lead to join our team at Optimas Solutions. As a key member of our Customer Support Team, you will be responsible for leading a team of Customer Service Representatives in their day-to-day job execution efforts and maintaining your own accounts.

Main Responsibilities
  • 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 the CS Manager to provide necessary reporting and critical feedback regarding team performance and activities.
  • Train new CSRs in products, processes, and systems during the onboarding process.
  • Work with the Program Manager on assigned strategic or key accounts and provide assistance and support to the Sales Organization Team.
  • Communicate effectively with customers 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 the customer portal as required.
  • Manage customer order books, including initiating and following 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 products based on customer needs.
  • Meet or exceed Customer Service Representative 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 the 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
  • Strategic Vision.
  • Building Organizational Capacity.
  • Results-Driven.
  • Embracing 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 impart 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.

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