Group Leader - Customer Service
About The Position
The Group Leader - Customer Service oversees order fulfillment for an assigned customer group or product group, maintaining service standards and addressing supply chain issues. The role establishes and improves Customer Services standards and processes, including response times, issue-resolution protocols, and customer satisfaction measures. It also plans team resources and capacity, resolves order-processing supply chain problems in a timely way, identifies and reports supply chain optimization opportunities to accountable management, and implements operational measures to improve service delivery and efficiency. Applicants must meet U.S. Export Control requirements as a “US Person” under 22 C.F.R. § 120.15 and be authorized to work in the United States without employment visa or other sponsorship.
Requirements
- Associate’s degree or equivalent relevant customer service experience.
- Working knowledge of office technology, including computer applications such as SAP, Outlook, and Excel.
- Knowledge of phone etiquette.
- Excellent verbal and written communication skills.
- Time-management and multitasking skills for working in a fast-paced environment.
- Ability to prioritize in a fast-paced environment.
- Ability to read reports and use report data for analysis.
- Must qualify as a “US Person” under 22 C.F.R. § 120.15 for Export Control compliance.
- Must be authorized to work in the United States without employment visa or other sponsorship.
Nice To Haves
- Bachelor’s degree.
- Proficiency in SAP.
- 2–3 years of customer service or accounts receivable experience in a manufacturing environment.
- Previous experience in a leadership position.
Responsibilities
- Ensure appropriate order fulfillment processes for an assigned customer group or product group, maintaining high standards and addressing supply chain issues efficiently.
- Establish and optimize Customer Services standards and processes, including response times, issue-resolution protocols, and customer satisfaction metrics.
- Plan and prioritize team resources and capacity to ensure optimal allocation of staff and tools.
- Resolve supply chain problems arising during order processing, such as delays, in a timely manner to minimize impacts on service quality and delivery commitments.
- Identify supply chain optimization opportunities and report them to accountable management.
- Implement operational measures to enhance service delivery and efficiency.
Benefits
- Medical, dental, and vision insurance plans.
- 401(k) matching contributions up to 6%.
- Skill development workshops and ongoing learning and development programs, including access to the Schaeffler Academy.
- Wellness programs and resources supporting physical, mental, and emotional health.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
