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Position Available: Customer Service Team Leader
Show CategoriesWe are looking for a seasoned Customer Service Team Leader to add to our Customer Service Team. “Customer Focus…” It’s one of our values here at J.W. Speaker because it’s critical to our success. While all of our positions here are “customer focused,” this is one of our most critical roles, with the ability to make or break a customer relationship!
ABOUT THE POSITION: This position is open due to a family relocation. We would love to find our ideal candidate quickly so as to have time to train with the incumbent prior to her leaving in June.
OUR IDEAL CANDIDATE:
Our ideal candidate will have 5-7 years of leadership in a customer service role. Manufacturing experience – or at least a technical aptitude- is essential. (We’d be especially excited if we found someone with some electrical knowledge!)
We design and manufacture many complex technical products, and you will be responsible for communicating with our customers regarding their needs. (Don’t get me wrong… we will train you on this stuff, but you need to have the ability to learn and understand it.) Therefore, it is critical that this candidate is both a strong communicator and a relationship builder. Excellent computer skills are a must, as you will be creating and running reports in our ERP system (Syteline), as well as Microsoft Office products.
HOW YOU WILL MAKE A DIFFERENCE:
You will INNOVATE:
- By managing and training the Customer Care Team to ensure high levels of customer satisfaction and service
- By developing annual performance goals for team members, as well as providing regular performance feedback to the team.
- By taking ownership of timely demand management, including forecasting, ordering, and product life cycle per established procedures, along with coordinating product ramp up/ramp down with our customers and sales team
You will EXPLORE:
- By monitoring organizational performance to customer expectations and surfacing concerns to sales managers
You will PERFORM:
- By acting as the department Champion for all aspects of our ERP system’s planning and forecasting modules
- By managing and maintaining all customer-related procedures and policies, training the organization on the same
- By setting up new customers in the system
- By preparing and processing quotations and sample orders, as well as communicating any pricing changes
- By initiating ECN (engineering change notices) and EP (engineering projects) documentation, and monitoring progress
- By ensuring that RMA’s (return material authorizations) are properly loaded into the system and proper feedback is communicated
- By serving as back-up technical support and back-up for the customer portal, working closely with the manager to ensure maximum benefit
Qualifications:
- Required Education: Bachelors or better in Information Technology or related field.
- Required Experience: 5-7 years Customer Service leadership
This is an immediate opening, and salary will be commensurate with experience.
Interested candidates should submit their resumes (with salary expectations) online by clicking the “Apply Now” button corresponding to this position listing. The links will take you to a third-party website where you can submit an application. Click here for FAQs and Benefit information.