Customer Care Team Lead

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Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.

We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.

Job Summary :

Customer Care Team Lead leads the Customer Care team in supporting customers and suppliers with day to day support ensuring all service levels are met while displaying and driving the 5 values of Edenred Pay.

Essential Functions : Duties and Responsibilities

• Assists with interviewing, hiring, and training new staff.
• Provides support, training, and mentorship to Team Members.
• Provides constructive and timely performance feedback and evaluations.
• Assists with discipline of employees in accordance with company policy.
• Manages the employee record in ADP to include approving timecards and time off requests.
• Oversees the daily workflow of the department.
• Serves as first point of escalation for team troubleshooting and customer / supplier concerns.
• Maintains knowledge of all CSI accounts payable options and processes.
• Manages and provides all necessary customer / supplier services, including but not limited to, product delivery, supplier enablement, supplier support, and ongoing account support.
• Accurately answers customer or supplier account related inquires, often requiring in-depth troubleshooting, diagnosis, or engagement of other departments.
• Educates customer and supplier on best practices and processes regarding accounts payable processing.
• Confidently leads customers and suppliers through conference calls and training.
• Provides necessary reporting to customers / suppliers.
• Actively participates as a CSI team member by offering ideas and input to support and enhance current CSI products, processes, and programs, and works collaboratively to ensure customer / supplier success.
• Takes ownership of other special projects and assignments to support the business as needed.
• Leads team communication to ensure employees have timely access to information to drive the customer & supplier experience.
• Monitors team KPIs, spend goals and performance against established metrics.
• Develops team strategies and initiatives with Senior Team Members.
• Performs all duties within assigned timeline and effectively communicates progress of assigned tasks.
• Perform other duties as assigned

Required Skills / Abilities :

• Professionally and confidently lead all bank partner and customer meetings.
• Excellent verbal, written and public speaking skills
• Excellent time management skills with a proven track record to meet deadlines and maintain service levels.
• Strong analytical and problem-solving skills.
• Adaptive to frequent process changes with a proactive mindset and high energy level.
• Experience with Microsoft OS, Excel (Intermediate or Advanced) and Salesforce

Education and Experience :

Required :

• Bachelor’s degree or related experience in customer service team management.
• A minimum of 2 years’ previous successful customer service experience.

Preferred :

Customer Service Team or Call Center Management Experience

Physical Requirements :

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing, sitting, reaching, manual dexterity to operate office machines, stooping, bending to handle files and supplies, and mobility to complete errands or deliveries
• May work at computer monitors for prolonged periods with danger of eye strain and muscle pain.

Affirmative Action / EEO Statement :

The employment policy of Edenred is to provide equal opportunity to all persons. Our company, therefore, has made a commitment to equal employment opportunity through a positive and continuing affirmative action program.

No employee or applicant for employment will be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and / or veteran status, creed, citizenship status, age, marital status and / or any other Federal, State or Local legally protected classes.

Edenred is committed to providing reasonable accommodation to individuals with disabilities.