Customer Service Team Lead

hace 4 días

San José, Costa Rica Emerson A tiempo completo

**Duties and Responsibilities**

To Lead and guide the Customer Service CR team to ensure outstanding customer support. Communicates company goals, safety practices, and deadlines to the team. Motivates team members and assesses performance. Provides help to management and keeps management updated on team performance. Communicates concerns and policies among management and team members. This person will be proactive to ensure smooth team operations and effective collaboration.

The Team Lead is responsible for coordinating and assigning main tasks to junior and senior engineers in alignment with the supervisor assignments and expectations,
- Operational support as needed and as assigned by the supervisor.
- Including but not limited to _full RMA process ownership _, _sales order cancellations due to obsolete parts, maintain deliveries, over-ride minimums related to specific parts (fittings), approval of air and company covered shipping. _
- Team Monitoring: monitors the team activity, performance, and phone availability.
- Responsible for time off review/approval coordination
- Quality Monitoring: monitors quality of response given by team members, provides feedback to team and reports response accuracy to supervisor/management.
- Team Liaison: point of contact for other team members regarding process, requirements, escalations and concerns to upper management and corresponding department.
- Backup the supervisor as required
- Assist supervisor with 30/60/90 documentation and feedback
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
- Provides quality customer service, including interacting with customers, team members, other departments and effectively handling daily situations for a proper resolution.
- Performs other duties and responsibilities as assigned by management including assisting with lower-level tasks as needed.

**Qualifications**
- Experience: 1-2 years leading a small team
- English Level: B2
- Performance: Successful and above
- Knowledge of the following tools considered a plus Baan, SAP or Oracle
- Education: Bachelor’s degree on Business Admin or similar experience also a plus

**Working Conditions**

Customer Service team delivers assistance to US customers therefore the person on this position must comply with **US business hours and working days.**
- Schedule: Monday through Friday from 8am to 5pm EST
- US holidays are different from CR holidays. The nature of the business demands coverage for US working days therefore it might be necessary to work on a holiday. This will be notified by the supervisor ahead of time and will be paid according to CR law.

**Direct Reports**

Customer Service Representatives from level I to IV.

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