Customer Service Team Lead

3 weeks ago

Bothell, United States Terex Full time
Job Description:

Position Title: Customer Service Team Lead - Aftermarket Parts

Location: Bothell, WA

Reporting to: Global Senior Manager Customer Service, Americas

The Customer Service Team Lead plays a crucial role within our Aftermarket Parts Department, focusing on Part Identification and providing support for General Parts operations. This position involves working closely with team members to ensure accurate part identification, efficient case management, and exceptional customer service. The role requires strong collaboration skills and a commitment to process improvement.

Main Duties and Responsibilities
  • Lead and support the Part Identification team to ensure accurate and timely identification of parts for customers
  • Provide guidance and assistance to team members in resolving complex part identification queries
  • Collaborate with other departments to address part identification issues and streamline related processes
  • Assist the General Parts team with managing parts orders, inquiries, and returns
  • Work with the General Parts team to ensure smooth operations and customer satisfaction
  • Coordinate with cross-functional teams, including Materials, Logistics, Pricing, Product Management, and Engineering, to resolve order inquiries and improve order fulfillment processes
  • Support the day-to-day operations of the Customer Service department, including call center activities and case management
  • Help develop and implement processes and procedures to enhance operational efficiency and the customer experience
  • Monitor key performance metrics and work with the team to achieve or exceed service level targets
  • Utilize Salesforce to manage customer cases, inquiries, and escalations effectively
  • Assist the team in resolving customer issues promptly, maintaining high levels of customer satisfaction
  • Analyze case data to identify trends and provide insights for process improvements
Basic Requirements:
  • Bachelor's Degree from an accredited institution in Business, Marketing, Communication, or Industrial Engineering, or a minimum of 4 years of experience in Customer Service, Sales, Marketing, Communications, Service, or a related field
  • Ability to work both in-person and remotely on a hybrid schedule, depending on location
  • Proven ability to support and collaborate with high-performing teams, with a focus on part identification
  • Proficiency in Salesforce or similar CRM systems for case management
  • Strong analytical and problem-solving skills, with a focus on continuous improvement
  • Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and external stakeholders
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively


The compensation range for this position is $28 - $32 hourly. Pay is based on several factors including but not limited to education, work experience, certifications, etc.

If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply.

Terex Overview:

At Terex, we fully embrace the increasingly diverse world around us and strive to create an empowering and welcoming workplace culture. We are a $4.0 billion publicly traded global manufacturer of materials processing and aerial work platform products and services. We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact.

While our operations are global, each office or factory is a close-knit community. We value diversity, equity and inclusion, safety, integrity, respect, servant leadership, courage, citizenship, and continuous improvement. It's an exciting time to be part of the expanding manufacturing sector - come join us

Additional Information:

We see inclusion as a key to our success and are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions, ensuring equity within our workplace. As an Equal Opportunity Employer, employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting the Recruiting department (person or department) at Globaltalentacquisitions@terex.com

The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.

Terex Corporation is an Equal Opportunity Employer and Affirmative Action Employer M/F/D/V.

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