Customer Care Team Lead

1 month ago

Shakopee, United States Edwards Vacuum LLC Full time
Customer Care Team Lead Functional area: Customer Service Country: United States City: Shakopee Company name: Edwards Vacuum, LLC Date of posting: Mar 14, 2024

Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

Join us on our journey for a better tomorrow.

Your role

  • Lead the Gamma Customer Care Team in hiring, training, coaching, and evaluating employees
  • Set and monitor performance goals, quality standards, and customer feedback for the Customer Center
  • Manage the US Customer Care phone queues and workload distribution
  • Participate in weekly meetings with Gamma Management, Accounting Team, and Sales and Planners
  • Coordinate back up support, cross training, time cards, and time off requests for the team
  • Analyzes the performance and skills of employees to identify areas for improvement
  • Consults with managers and supervisors to determine the training objectives and requirements
  • Designs and develops training programs and materials that are aligned with the organizational goals and needs
  • Evaluates the effectiveness and impact of training activities and provides feedback and recommendations
  • Review KPIs, CRM activities, and escalations with Gamma GM and management team
  • Handle customer complaints and issues in a timely and professional manner
  • Ensure quality customer interactions and loyalty to increase revenue growth
  • Update policies and procedures as needed
  • Lead strategic projects for further development of Gamma Customer Care within the AtlasCopco environment
  • Provide support documents and training to internal and external customers (e.g., manuals, spec sheets, etc.)
  • Manage internet content (Homepage & Social Media) and CRM system
  • Oversee warranty and service within Gamma Vacuum's terms and processes

To succeed, you will need

  • Demonstrated strategic thinking and leadership skills in previous roles
  • Ability to develop and execute a clear vision and strategy for the team
  • Good technical understanding
  • Strong leadership and communication skills to inspire and motivate the team
  • Experience in leading cross-functional teams and collaborating with stakeholders
  • Skilled in problem-solving, decision-making and conflict resolution
  • Proficient in working with various ERP systems, such as JobBoss and SAP, to manage business processes and data
  • Skilled in documenting best practices and procedures
  • Applied leadership skills to handle customer complaints, resolve issues and ensure customer satisfaction in various service settings
  • Previous experience in managing and training customer service staff
  • Ability to handle complex customer issues and complaints effectively
  • Able to handle multiple tasks efficiently in a busy environment
  • Collaborative: can work well with others across different functions and regions
  • Skilled in using Microsoft Office Suite
  • Other duties as assigned
  • Must be authorized to work in the U.S.

In return we offer

Edwards is a global leader of vacuum and abatement systems. We are proud to lead the industry, pushing the boundaries of science to deliver innovative products which are intrinsic to everyday life, working in partnership with our customers and continually setting new standards. With over 100 years of rich heritage, Edwards is the partner of choice for tens of thousands of customers in critical applications around the world. Vacuum is required in diverse sectors, from the generation of power to the production of steel, to the challenging environments of space simulation and high energy physics research.

At Edwards, we believe there is always a better way. Our employees are full of ideas. When looking to add a new team member, we are looking for someone that can appreciate what the Edwards Team has done and bring their new ideas and perspective to enhance where we can go. At Edwards you get to be part of something big; we work globally, but also get the opportunity make a difference locally in our own discipline. We work hard to attract, motivate, develop and retain the best talent from the diversity of people across the globe. Our vision to be First in Mind, First in Choice relies on this strategy. We are an Equal Opportunity Employer.


* Excellent working conditions and benefits
* Part of the Atlas Copco Group with a wide-reaching internal job market
* Work in a global diverse and dynamic environment

* You can grow with us: we always look for internal candidates before checking the market and have training and development programs
* We have a friendly, family-like atmosphere - and that is not just a claim on the wall, it's a true fact
* You can be creative and promote your own ideas
* Every day brings new challenges and new things to learn

Diverse by nature and inclusive by choice
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.


Edwards Vacuum is an equal opportunity employer and does not discriminate in hiring or employment related decisions because of race, color, sex, religion, national origin, age, disability, sexual preference, genetic information, protected veteran status or any other protected class.

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