Aftermarket International Customer Support Lead

Oshkosh•Oshkosh, WI

6d•Onsite

About The Position

The Customer Advocate Lead is a pivotal role within the customer support hierarchy, acting as a bridge between frontline customer service representatives and management. This individual is tasked with overseeing the daily operations of a customer service team, ensuring that each customer interaction adheres to the highest standards of quality and efficiency. With a blend of leadership skills and in-depth knowledge of company policies and products, the Customer Advocate Lead plays a crucial role in mentoring staff, optimizing customer satisfaction, and contributing to the overall success of the advocate department. Their position not only demands a keen eye for detail but also requires a proactive approach to problem-solving and the ability to inspire excellence within their team.

Requirements

Bachelor’s Degree in a related field and six (6) or more years of relevant experience in manufacturing, customer service, or construction (equivalent to twelve (12) years total in education and experience); or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.
Ability to travel up to 25% of time

Nice To Haves

Prior experience in leadership role or project management
Proficient in Microsoft suite
Good interpersonal and listening skills
Ability to read and apply engineering prints (parts and service manuals), hydraulic & electrical schematics
Ability to apply a practical approach to solving concrete problems
Proficient in all business products and offerings (Parts, Service and Programs)

Responsibilities

Collaborate with defense sales, logistics, and engineering teams to resolve customer challenges quickly, minimizing vehicle downtime and enhancing fleet readiness.
Facilitate communication and training on new aftermarket products, export policies, Incoterms, and procedures to keep the team informed and proactive in supporting military truck customers worldwide.
Coordinate and manage international export shipments, ensuring compliance with Incoterms, export regulations, and documentation requirements to facilitate smooth customs clearance and delivery.
Drive continuous improvement initiatives within the customer advocate team by leveraging customer feedback and performance metrics specific to defense and international accounts.
Managing and leading a team of customer advocate representatives, providing training, and coaching to ensure high-quality service.
Monitoring team performance, setting customer service metrics, and analyzing data to inform service improvements.
Handling complex customer inquiries or complaints that have been escalated from frontline staff.
Developing and implementing customer service policies and procedures to standardize and improve service delivery.
Collaborating with other departments to resolve customer issues and improve the overall customer experience.
Ensuring customer service team has the necessary tools, resources, and information to effectively assist customers.
Providing regular feedback to team members, conducting performance evaluations, and managing team schedules.
Identifying training needs and opportunities for skill development within the customer advocate team.
Participating in the recruitment and hiring process for new customer advocate team members.
Keeping abreast of new product launches, company policies, and industry trends to provide accurate information to customers.
Facilitating communication and fostering a positive work environment to maintain high employee morale and motivation.
Acting as a customer advocate by providing feedback to the company on customer needs and experiences.