Team Leader, Customer Service

Job Description

Responsibilities:

• Prioritize customer satisfaction and deliver outstanding customer service to improve the overall customer experience
• Cultivate a customer-centric culture through mentoring team members
• Collaborate with team members and managers to exceed customer expectations, drive business operations, and continuously improve processes
• Act as a liaison between different departments to ensure a smooth order-to-delivery process
• Maintain close communication with related departments such as sales and marketing to support business growth
• Handle important metrics and commitments of the department and lead the team to achieve them
• Provide detailed support and mentoring to ensure team success
• Promote a culture of improvement throughout the team by supporting their improvement activities
• Collaborate with other departments to address complex issues and drive improvement
• Use data-driven approaches to solve problems and make informed decisions
• Identify and visualize processes and areas with variations to improve efficiency and standardize them
• Promote the documentation and visualization of customer service and related processes

Requirements:

• Bachelor's or Master's degree or equivalent work experience
• At least 1-2 years of experience leading a team and mentoring subordinates
• Minimum 5 years of experience in supply chain other functions such as project management, order management, or systematic business improvement such as Six Sigma
• Experience working across multiple departments or managing projects
• Strong communication skills to effectively collaborate with a diverse range of individuals
• Strong leadership abilities and commitment to fulfilling commitments
• Ability to think from multiple perspectives and find effective solutions to challenges
• Highly diligent, organized, and analytical with strong problem-solving skills
• Proficiency in Microsoft Excel, Word, and PowerPoint
• Experience working with SAP is a plus
• General knowledge of accounting and finance