Customer Support Lead

Halma•Garden Grove, CA

About The Position

Sensorex is seeking a Customer Support Lead to own our day-to-day frontline operations across all customer-facing channels. This role will act as the customer advocate within the organization, aligning the cross functional team around what is required to delight our customers. This role requires a proactive approach in building and maintaining relationships with internal and external clients. This is an excellent opportunity for a service-oriented individual who enjoys working in a collaborative environment and is committed to delivering high-quality customer support. Additionally, this position plays a key role in establishing continuous improvement initiatives and fostering a culture of process excellence to ensure a best-in-class customer experience.

Requirements

3+ years of experience in customer service, order management, or a related field preferred.
Strong communication and interpersonal skills with a customer-first approach.
Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
Problem-solving skills and the ability to handle challenging customer interactions with professionalism.
Exceptional verbal and written communication skills.

Nice To Haves

Proficiency in Microsoft Office Suite and experience with ERP or CRM systems is a plus.
Bachelor’s degree preferred but not required.

Responsibilities

Customer Interaction
Take ownership of customer account interactions and provide thoughtful, personalized responses to a variety of customer requests such as:
General Inquires
Account Creation / adjustments
Pricing
Product Orders/Returns
Invoice Inquiries
Payment processing
Provide accurate information regarding products, orders, and company policies.
Build positive relationships with customers by demonstrating active listening and problem-solving skills.
Work closely with internal teams, including sales, production, and quality departments, to facilitate efficient customer service.
Coordinate with the finance team to resolve billing discrepancies and ensure accurate transactions.
Ensure adherence to company policies, including data protection and confidentiality guidelines.
Order Management
Oversee process for customer orders to ensure accuracy, verifying details such as quantities, pricing, and shipping information.
Establish a process for effective monitoring and tracking of order statuses, proactively updating customers on delivery timelines.
Coordinate with production and warehouse teams to ensure timely and accurate fulfillment of orders.
Notify customers of order delays, changes, or company updates that may impact their experience.
Identify customer needs and proactively offer suitable solutions or alternatives.
Complaint Resolution
Own customer issues through to resolution with thorough documentation and root cause analysis.
Escalate unresolved issues to the appropriate department (e.g., Quality, Logistics) while maintaining proactive follow-up with the customer.
Continuous Improvements
Support the development and refinement of internal processes, including the creation and implementation of standard operating procedures (SOPs).
Compile regular complaint data reports, perform trend analysis, and suggest service improvement strategies.
Serve as a mentor to other customer support team members, contributing to overall team growth and customer satisfaction.