Customer Service Team Lead

2 weeks ago

Palmyra, New York, United States EnPro Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at EnPro. As a key member of our customer service department, you will play a pivotal role in delivering exceptional customer experiences and leading a team of customer account representatives.

Key Responsibilities
  • Customer Relations: Establish and maintain positive customer relationships by promptly addressing customer issues, complaints, and errors while providing operational or procedural recommendations to enhance overall satisfaction.
  • Team Leadership: Lead a team of customer account representatives, providing guidance, support, and feedback to ensure excellent customer service delivery.
  • Communication: Act as an inside contact and liaison for customers, area managers, regional managers, product line managers, and marketing personnel to assist with difficult or delayed requests.
  • Process Improvement: Continuously embrace and positively drive change, identifying opportunities for process improvements within the customer service group.
  • Confidentiality: Handle confidential matters discreetly while safeguarding sensitive information related to all things at EnPro.
  • Training and Development: Lead onboarding for new employees and may mentor and assist with training as needed.
  • Performance Management: Monitor team performance, provide feedback, and implement performance improvement plans as needed.
  • Continuous Improvement: Be a key contributor and lead continuous improvement project teams.
  • Collaboration: Guide and support colleagues and coworkers in their areas of expertise, offering constructive feedback.
  • Metrics and Reporting: Establish and maintain metrics to drive performance within the customer service group.
  • Workflow Management: Coordinate workflow and work with team members to ensure adequate coverage and even workload distribution for the group.
  • Support and Backup: Provide backup support as needed, such as filling in for scheduled meetings, call-ins, and support inbox coverage.
  • HR Support: Manage UKG and time off requests from the customer service team while adhering to guidelines and coverage requirements.
  • Performance Reviews: Manage UKG conversations and annual performance reviews for individual direct reports.
  • Reporting and Analytics: Run defined reports from QlikView on an as-needed basis.
  • Acting Manager: May act in place of Customer Service Manager when he/she is unavailable or on vacation.
  • Company Policies: Adhere to company and departmental policies with regards to attendance, daily schedules, and customer interfacing expectations.
  • Product Knowledge: Develop and maintain a working knowledge of Garlock products, services, and company policies. Continuously pursue growth and learning.
Requirements
  • Education: Bachelor's degree preferred or equivalent experience.
  • Experience: Minimum 3-5 years of customer service experience, with experience working in a leadership capacity.
  • Skills: Excellent verbal and written communication and listening skills, experience with computers and using a variety of business applications in a windows-based environment, analytical and problem-solving abilities, flexibility in work schedule, strong organizational skills, and strong interpersonal skills.

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