Group Leader - Customer Service

Your Key Responsibilities

• Serve as the main point of contact for key accounts, building and maintaining strong customer relationships.
• Address and resolve customer inquiries, complaints, and issues promptly and effectively, ensuring customer satisfaction.
• Process orders from key accounts, ensuring accuracy and timely delivery.
• Lead, mentor, and develop a team of order processing specialists, fostering a collaborative and high-performance culture.
• Ensure the team effectively manages dedicated customer accounts, processing orders, addressing needs, resolving issues, and maintaining high levels of customer satisfaction.
• Serve as an escalation point for complex or unresolved customer issues, working to find prompt and effective solutions.
• Engage and collaborate with key accounts to understand their needs, gather feedback, and ensure a high level of service is maintained.
• Work closely with leadership, sales, production, logistics, transportation, and quality assurance teams to ensure seamless service delivery and address any operational challenges impacting key accounts.
• Monitor key account metrics, prepare regular reports for senior management, and provide insights on customer service performance and trends.
• Set performance goals for the team, monitor progress, and provide regular feedback and coaching to ensure targets are met or exceeded.
• Develop and implement strategies to enhance customer service processes, improve customer satisfaction, and support business growth. Identify opportunities for process enhancements within the customer service team.
• Identify training needs within the team and coordinate or deliver training programs to ensure team members have the necessary skills and knowledge. Ensure accurate and up-to-date records of customer interactions, orders, and resolutions are maintained.
• Maintain proficiency in basic product nomenclature.

Your Qualifications

Minimum:

• Associate degree in Business, Marketing, or a related field. Relevant work experience may be considered in lieu of a degree.
• Five (5) or more years of customer service experience, with at least one (1) year in a leadership or supervisory role within the manufacturing industry (experience managing key accounts is highly desirable).
• Proven leadership skills, including managing multiple people and accounts, handling diverse personalities, and making sound decisions with minimal management support.
• Excellent verbal and written communication skills, effective phone etiquette, and the ability to manage relationships across a matrix organization.
• Strong problem-solving skills, attention to detail, and a team-oriented approach.
• Effective time management skills, the ability to multitask in a fast-paced environment, and flexibility to adapt to changing needs and situations.
• Proficiency in ERP software and Microsoft Office (Outlook, Word, Excel, PowerPoint), with the ability to read and analyze reports.

Preferred:

• Bachelor’s degree.
• Seven (7) or more years customer service experience, with two (2) or more years in a leadership or supervisory role within the manufacturing industry.
• Proficiency in SAP ERP software.
• Working knowledge of Salesforce Service Console software.

Our Offering

• Comprehensive healthcare coverage: Employees receive access to a range of medical, dental, and vision insurance plans, ensuring their well-being and peace of mind.
• Generous retirement savings options: The company provides competitive 401(k) matching contributions (up to 6%), empowering employees to build a secure financial future.
• Professional development opportunities: The company invests in its employees' growth by offering tuition reimbursement, skill development workshops, and ongoing learning and development programs.
• Wellness initiatives: Employees have access to wellness programs and resources aimed at promoting physical, mental, and emotional health, fostering a supportive and thriving work environment.

See all of our benefits at: Schaeffler Benefits