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Customer Service Team Lead

2 months ago

New York, New York, United States Laerdal Medical Corp. Full time
Customer Care Manager Job Description

We are seeking a highly skilled and experienced Customer Care Manager to join our team at Laerdal Medical Corp. in Wappingers Falls, NY.

Key Responsibilities:

  • Oversee the Customer Service team, ensuring exceptional customer satisfaction and quality of service.
  • Monitor customer satisfaction measurements and develop strategies to meet or exceed customer satisfaction goals.
  • Coach and develop team members to improve performance against key performance indicators (KPIs) and other targets.
  • Resolve complex customer issues and ensure satisfactory results for customers and the company.
  • Lead the Customer Service team, providing guidance and support to ensure successful team performance.

Requirements:

  • Minimum of two years experience in a customer-facing environment.
  • Strong leadership skills and abilities.
  • Excellent telephone presence and organized follow-up skills.
  • Proactive and able to take direction and establish ownership of projects.
  • Excellent verbal and written communication skills.
  • Strong customer focus and service-oriented attitude.
  • Proficient in order entry, Purchase Orders, and Laerdal Order Process.
  • Strong ability to lead and communicate to team members.
  • Strong computer literacy skills with an emphasis on Visio, Word, QAD, Siebel, and other Laerdal applications.

Work Schedule: Monday, Wednesday, Friday 9:00 AM - 5:00 PM and Tuesday, Thursday 12:00 PM - 8:00 PM.