Customer Service Team Lead

CommScope • Santa Ana, CA

7d

About The Position

The Customer Service Team Lead cultivates relationships with current and potential Datacenter customers by applying knowledge of Cable Exchange products and capabilities, as well as customer relationship management processes and procedures. The role oversees customer service related to orders from the point of sale through shipment and invoicing, including order entry, scheduling, expediting, and tracking. In addition to supporting daily operations, the Team Lead leads and manages the customer service team, coordinates workloads, and helps maintain priorities and service expectations.

The position works with customers, business partners, sales, and planning organizations to manage orders, resolve issues and disputes, set supply-chain expectations, and communicate project schedules and potential issues. It also monitors customer service performance and team metrics, identifies service gaps and process improvements, and participates in product, process, and business skills training and broader business development activities.

Requirements

• Bachelor’s degree or at least eight years of customer service or sales support experience.
• Experience with Microsoft programs, including Outlook, Excel, and Word.
• SAP experience.

Nice To Haves

• Experience in a supervisor or manager position.
• Familiarity with copper and fiber products.
• Experience working in a fast-paced environment.
• Spanish-speaking ability.

Responsibilities

• Follow procedures for effective and efficient Customer Service operations and develop new procedures as needed.
• Monitor programs and procedures to support on-time delivery and meet customer expectations; maintain knowledge of Company systems and processes and participate in developing them.
• Manage orders from receipt through invoicing, using knowledge of supply-chain capabilities and status.
• Help resolve customer issues through company-process knowledge, negotiation, and selling skills.
• Assist with customer disputes by preparing or assembling supporting documentation.
• Develop and apply knowledge of Cable Exchange and relevant CommScope products and functionality to serve internal and external customers, business partners, and sales organizations.
• Provide customers with product literature and documentation when appropriate.
• Report and manage daily sales and production reports and metrics.
• Handle inbound and outbound communications about order entry, confirmations, acknowledgments, changes, website inquiries, and related order-management matters.
• Provide support and backup assistance to peers.
• Communicate with Sales and Planning to anticipate projects, completion timelines, and potential scheduling issues.
• Set customer expectations and supply-chain priorities, including priorities beyond expedites.
• Identify opportunities to improve efficiency and customer satisfaction.
• Participate in ongoing product, process, and business-skills training.
• Develop and maintain constructive working relationships with customers, prospects, colleagues, and supervisors.
• Support and participate in company business-development activities.
• Develop, update, and improve communication methods and tools.
• Help coordinate workloads and assignments, keep the team focused on priorities and service expectations, and manage timecards.
• Track response times, resolution rates, customer satisfaction, and productivity.
• Identify performance or service gaps and workflow or process improvements.
• Perform other duties as assigned or required by business needs.
• Lead and manage the customer service team and oversee customer orders from point of sale through shipment and invoicing, including order input, scheduling, expediting, and tracking.

Benefits

• Medical, dental, and vision plans.
• Life and accidental death insurance.
• 401(k) plan.
• Participation in the Company’s Incentive Plan.
• Eleven paid holidays in a full calendar year for employees starting with the Company.
• Two weeks of paid vacation, prorated based on start date.
• Other leave options.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager