Customer Service Team Lead Expert

3 weeks ago


Palmyra, New York, United States EnPro Full time

**Job Summary:**

We are seeking a highly skilled and experienced Team Lead to oversee general customer service functions and deliver exceptional customer experiences. As a key member of our team, you will play a pivotal role in leading a team of customer account representatives and supporting the customer service manager in day-to-day operations.

  • Main Responsibilities:
  • Establish and maintain positive customer relations by promptly addressing customer issues, complaints, and errors while providing operational or procedural recommendations to enhance overall satisfaction.
  • Act as an inside contact and liaison for Garlock Customers, Area Managers, Regional Managers, Product Line and Marketing personnel, Quality Assurance, Engineering, and/or shipping to assist on difficult or delayed requests.
  • Encourage positivity in the workplace, work cooperatively with other Garlock departments, attend, participate in, and lead meetings and other Garlock functions.
  • Continuously drive change and improvement within the team.
  • Handle confidential matters discreetly while safeguarding sensitive information related to all things at Garlock or ENPRO.
  • Lead onboarding for new employees and mentor and assist with training as needed.
  • Monitor team performance, provide feedback, and implement performance improvement plans as needed.
  • Conduct individual meetings with each direct report bi-weekly with an emphasis on their development.

About You:

We are looking for a candidate with a Bachelor's Degree and 3-5 years of customer service experience, including experience working in a leadership capacity. Your excellent verbal and written communication and listening skills, ability to perform multiple functions in a fast-paced environment, and analytical and problem-solving abilities make you an ideal fit for this role.

Salary Range: $60,600 - $98,400 annually, depending on your background, education, and experience.


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