IS Global Customer Care Leader
About The Position
As the world leader in non-destructive testing (NDT), Waygate Technologies offers the broadest portfolio of industrial inspection solutions. Our solutions include radiography and computed tomography (CT), remote visual inspection, ultrasound and eddy current technologies. We ensure safety, quality and productivity for our customers across major industries around the world. As a Global Customer Care Team Leader, You will demonstrate strong leadership, customer focus, and operational excellence. You will lead global customer care operations within a specific business unit (SBU), ensuring high service quality, compliance, and efficiency. You will collaborate cross‑functionally with Sales, Supply Chain, Service, and Commercial Operations teams to deliver a seamless customer experience. You will drive a culture focused on customer satisfaction, continuous improvement, and operational effectiveness.
Requirements
- Have a Bachelor’s degree from an accredited university or college (Business, Economics, or related discipline preferred).
- Have a minimum of 5 years of experience in customer care, customer support, or related operational roles.
- Demonstrated leadership and team management capabilities.
- Strong customer focus and problem‑solving skills.
- Experience working with ERP systems, preferably SAP.
- Strong communication and stakeholder management skills.
- Ability to manage multiple priorities and drive results in a fast‑paced environment.
- Analytical mindset with experience using data and KPIs to drive decisions.
Responsibilities
- Providing strategic leadership and oversight for the Customer Care team within the assigned SBU, ensuring alignment with organizational goals and priorities.
- Leading, coaching, and developing a global team, ensuring appropriate staffing levels and fostering a high‑performance, customer‑focused culture.
- Owning and monitoring key performance indicators (KPIs), conducting regular performance reviews, and driving continuous improvement initiatives.
- Acting as the primary escalation point for complex customer issues, ensuring timely resolution and maintaining high levels of customer satisfaction.
- Overseeing core customer care processes including quotations, order entry, and dispute resolution to ensure efficiency, accuracy, and compliance.
- Driving a customer‑centric culture by leveraging customer feedback and CX metrics to identify improvement opportunities and implement corrective actions.
- Partnering with Sales, Supply Chain, Service, and Commercial Operations teams to deliver accurate quotations and seamless order processing.
- Identifying process improvement opportunities and implementing best practices to enhance service delivery and operational efficiency.
- Supporting the team in resolving complex operational challenges and contributing to innovative, compliant service solutions.
- Participating in leadership forums and communicating team performance, key metrics, and strategic updates to senior leadership.
- Leading and contributing to global projects impacting Customer Care, ensuring effective change management and successful implementation.
Benefits
- Contemporary work-life balance policies and wellbeing activities
- Comprehensive private medical care options
- Safety net of life insurance and disability programs
- Tailored financial programs
- Education assistance
- Generous parental leave
- Mental health resources
- Dependent care support
- Additional elected or voluntary benefits
- Company-sponsored benefit programs, including health & welfare programs and the Thrift Plan (401k)
- Choice of coverage options that best suit your needs
- Comprehensive and competitive benefits package
- Additional forms of compensation such as bonuses subject to the terms of the applicable benefit plans or policies
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What This Job Offers
Job Type
Full-time
Career Level
Senior
