Lead, Customer Service - International

Graco•Dayton, MN

12d•$31 - $54

About The Position

Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls. Graco is part of your daily life. The Customer Service Lead is responsible for overseeing the daily operations of the customer service team, ensuring excellent service delivery, resolving escalated issues, and driving continuous improvement in customer satisfaction. The individual in this position provides mentorship to employees while championing process enhancements that elevate the overall customer experience. What You Will Do at Graco: Leadership & Coaching Provide direction and support to the Customer Service team, ensuring daily objectives are met and service excellence is maintained Serve as back-up to Customer Service leader, as needed, and provide some daily work direction as needed. Monitor, coach and mentor Customer Service Representatives on communication, problem-solving and service excellence Onboard new hires, ensuring familiarity with systems, policies and best practices Communicate updates, process changes, as well as provide some daily work direction based on priorities Champion change by leading the adoption of new processes and system updates Ensure compliance with company policies, procedures and service standards ─ addressing issues directly when needed and escalating as appropriate Customer Support & Escalation Assist Customer Service Representatives with questions, complex requests or escalated issues Serve as the first point-of-escalation for challenging customer situations, resolving issues when possible Maintain expertise in tools, resources, policies and procedures to support inquiries efficiently Process Improvement & Documentation Identify and implement process improvements in Customer Service in partnership with the Customer Service Operations team Collaborate with the Customer Service Operations and IT teams, along with other internal teams, to identify business requirements that will enhance system functionality and efficiency Develop, update and maintain procedural documentation in partnership with Customer Service Operations Cross-Functional Collaboration Partner with Sales, Logistics and Product teams to resolve systemic issues and improve order fulfillment Represent Customer Service in cross-departmental meetings and initiatives Perform additional responsibilities as assigned What You Will Bring to Graco: Bachelor's degree, or equivalent combination of education and experience 5+ years of experience supporting international customer service teams Demonstrated ability to lead, with strong problem-solving skills Strong communication, presentation and interpersonal skills Advanced experience working with global teams Expertise in all aspects of Customer Service Ability to run and interpret basic reports Ability to multi-task with strong attention to detail Advanced PC and keyboarding skills Accelerators: Global manufacturing experience and knowledge MBA or master's degree Training or facilitation experience Oracle knowledge Foreign language skills Applicants must be legally authorized to work in the United States. This role is not eligible for immigration sponsorship now or in the future (e.g., H-1B, TN, F-1 OPT). At Graco, you truly make a difference. Your unique talents contribute to our organizational growth and future. Not only do you make a difference, but Graco’s culture empowers employees to create their own career path. Whether you choose to advance within your current department or explore new opportunities in different divisions, you have the ability to build your future. Our managers are here to provide support and guidance as you continue to grow within your career. Graco has excellent opportunities available to individuals who want to be part of a fast-moving, growing company that is committed to quality, innovation and solving fluid handling problems for our customers. Graco is proud to be named a Best Place to Work by Fortune Magazine in 2016, 2018, 2019, 2021 & 2022. Graco offers attractive compensation, benefits and career development opportunities. Graco’s comprehensive benefits include medical, dental, stock purchase plan, 401(k), tuition reimbursement and more. Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify. The base pay range for this position is listed below, exclusive of fringe benefits or other compensation. If you are hired, your final base hourly rate will be determined based on factors such as geographic location, skills, competencies, education, and/or experience. In addition to those factors, we will also consider internal equity of our current employees. Please keep in mind that the range provided is the full base salary range for the role. Hiring at or near the maximum of the range would not be typical to allow for future and continued salary growth. $31.06 - $54.38 Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. We employ approximately 3,700 people worldwide and serve thousands of customers in over 100 countries.

Requirements

Bachelor's degree, or equivalent combination of education and experience
5+ years of experience supporting international customer service teams
Demonstrated ability to lead, with strong problem-solving skills
Strong communication, presentation and interpersonal skills
Advanced experience working with global teams
Expertise in all aspects of Customer Service
Ability to run and interpret basic reports
Ability to multi-task with strong attention to detail
Advanced PC and keyboarding skills

Nice To Haves

Global manufacturing experience and knowledge
MBA or master's degree
Training or facilitation experience
Oracle knowledge
Foreign language skills

Responsibilities

Provide direction and support to the Customer Service team, ensuring daily objectives are met and service excellence is maintained
Serve as back-up to Customer Service leader, as needed, and provide some daily work direction as needed.
Monitor, coach and mentor Customer Service Representatives on communication, problem-solving and service excellence
Onboard new hires, ensuring familiarity with systems, policies and best practices
Communicate updates, process changes, as well as provide some daily work direction based on priorities
Champion change by leading the adoption of new processes and system updates
Ensure compliance with company policies, procedures and service standards ─ addressing issues directly when needed and escalating as appropriate
Assist Customer Service Representatives with questions, complex requests or escalated issues
Serve as the first point-of-escalation for challenging customer situations, resolving issues when possible
Maintain expertise in tools, resources, policies and procedures to support inquiries efficiently
Identify and implement process improvements in Customer Service in partnership with the Customer Service Operations team
Collaborate with the Customer Service Operations and IT teams, along with other internal teams, to identify business requirements that will enhance system functionality and efficiency
Develop, update and maintain procedural documentation in partnership with Customer Service Operations
Partner with Sales, Logistics and Product teams to resolve systemic issues and improve order fulfillment
Represent Customer Service in cross-departmental meetings and initiatives
Perform additional responsibilities as assigned