Customer Service Lead

Atlas Copco Drilling Solutions•Houston, TX

41d•Hybrid

About The Position

As a Customer Service Lead, your mission is to support the sustainable profitable growth of the company through exceptional customer service excellence, with focus on operational efficiency, quality, team development and collaboration, and customer satisfaction. You will report to the Technical Sales and Aftermarket Manager. You will Execute the strategy and vision set forth by Aftersales leadership, ensuring alignment across customer service activities. Provide guidance and supprot to the Parts Order Administrators, helping resolve complex customer inquiries and operational issues. Develops, documents, and implements standard operating procedures and training materials to elevate departmental efficiency and consistency. Trains team members on new brands and products integrated into the Aftersales department, ensuring smooth operational transitions and consistent service excellence. Manages and optimizes the Zendesk customer service platform, proactively identifying and implementing improvements to enhance customer satisfaction and departments KPIs. To succeed, you will need We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

Requirements

3-5 years of experience, working in a customer service role in a manufacturing or repair environment.
Experience in planning and scheduling.

Nice To Haves

Experience in developing and delivering training programs preferred.
Previous experience working cross functionally with mutlipe departments to drive improvement initiatives preferred.
Project management experience with proven success in leading initiatives or improvements from contept to implementation preferred.

Responsibilities

Execute the strategy and vision set forth by Aftersales leadership, ensuring alignment across customer service activities.
Provide guidance and supprot to the Parts Order Administrators, helping resolve complex customer inquiries and operational issues.
Develops, documents, and implements standard operating procedures and training materials to elevate departmental efficiency and consistency.
Trains team members on new brands and products integrated into the Aftersales department, ensuring smooth operational transitions and consistent service excellence.
Manages and optimizes the Zendesk customer service platform, proactively identifying and implementing improvements to enhance customer satisfaction and departments KPIs.