Customer Service Team Leader

About this role

We are looking for a customer service team leader to oversee and support the customer service team in a manufacturing environment. The ideal candidate will have experience in handling customer inquiries, managing a team, and ensuring efficient order processing while maintaining high service standards.

Requirements

• Supervise and guide the customer service team to ensure smooth daily operations.
• Monitor customer inquiries and complaints, ensuring timely and effective resolution.
• Oversee order processing, coordination with production, and on-time delivery.
• Maintain strong communication with internal departments, including sales, production, and logistics.
• Train and mentor team members to enhance service quality and efficiency.
• Implement and improve customer service processes to optimize response time and satisfaction.
• Ensure accurate record-keeping of customer interactions, orders, and feedback.
• Prepare reports on team performance, customer issues, and service improvements.
• Handle escalated customer concerns and provide appropriate solutions.
• Maintain compliance with company policies, industry regulations, and customer service standards.
• Qualifications &

Skills

• Bachelor's degree in business administration, communications, or a related field.
• Minimum 5 years of experience in customer service, with at least 3 years in a leadership role.
• Experience in the manufacturing sector or a production-based environment is preferred.
• Strong leadership and team management skills.
• Excellent problem-solving and conflict-resolution abilities.
• Proficiency in MS Office Suite and customer relationship management (CRM) software.
• Strong communication and interpersonal skills.
• Ability to work under pressure and meet deadlines in a fast-paced environment.

Benefits

• Pension Plan
• Paid Time Off
• Training & Development