Customer Service Team Lead

JOB SUMMARY :

As a Team Lead, you will oversee general customer service functions and play a pivotal role in delivering exceptional customer experiences.

You will lead as a support person to the customer service manager for day-to-day operations and lead a team of customer account representatives.

Your contribution as a Team Lead will directly impact our commitment to outstanding service and customer satisfaction. Your responsibilities will encompass various aspects of customer service operations, employee development, and efficient management.

ESSENTIAL FUNCTIONS :

Establish and maintain positive customer relations by promptly addressing customer issues, complaints, and errors while providing operational or procedural recommendations to enhance overall satisfaction.

Acts as inside contact and liaison for Garlock Customers, Area Managers, Regional Managers, Product Line and Marketing personnel, Quality Assurance, Engineering, and / or shipping to assist on difficult or delayed requests.

Encourages positivity in the workplace, is a team member by working cooperatively with other Garlock departments, attending, participating in, and leading meetings and other Garlock functions.

Continuously embraces and positively drives change.

Handles confidential matters discreetly while safeguarding sensitive information related to all things at Garlock or ENPRO.

Leads onboarding for new employees and may mentor and assist with training as needed.

Monitors team performance, provides feedback, and implements performance improvement plans as needed.

Is a key contributor and leads continuous improvement project teams.

Guides and supports colleagues and coworkers in their areas of expertise, offering constructive feedback.

Conducts individual meetings with each direct report bi-weekly with an emphasis on their development.

Utilizes Voice of Customer to drive process improvements within the customer service group.

Assists and trains customer service groups on problem-resolution techniques.

Establishes and maintains metrics to drive performance within the customer service group.

Coordinates workflow and works with team members to ensure adequate coverage and even workload distribution for the group.

Provides backup support where needed, such as filling in for scheduled meetings, call-ins, and support inbox coverage.

Manages UKG and time off requests from the customer service team while adhering to guidelines and coverage requirements.

Manages UKG conversations and annual performance reviews for individual direct reports.

Run defined reports from QlikView on an as-needed basis.

May act in place of Customer Service Manager when he / she is unavailable or on vacation.

Adheres to company and departmental policies with regards to attendance, daily schedules, and customer interfacing expectations.

Develops and maintains a working knowledge of Garlock products, services, and company policies. Continuously pursue growth and learning.

Oversees small group of customers to assist with order entry, quote processing, and general customer service responsibilities.

JOB QUALIFICATIONS :

Bachelors Degree preferred or equivalent experience

Minimum 3-5 years of customer service experience

Experience working in a leadership capacity

Excellent verbal and written communication and listening skills

Experience with computers and using a variety of business applications in a windows-based environment.

Ability to perform multiple functions in a fast-paced working environment.

Analytical and problem-solving abilities.

Flexibility in work schedule.

Strong organizational skills.

Strong interpersonal skills.

PHYSICAL REQUIREMENTS :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Garlock values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If you require accommodation due to a disability at any time during the recruitment and / or assessment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.

Enpro carefully considers a wide range of compensation factors including the background, education, training, and experience required, as well as geographic considerations such as cost of labor, and applicable local and state laws.

These considerations can cause offered compensation to vary. The hiring range for this position is typically $60,600 - $98,400 annually.

Actual offer will be based on the individual candidate. Bonus, gainshare, and / or equity may be eligible for this position.

Enpro offers a range of benefits including, but not limited to medical, dental, vision, life, 401(k) matching, and other supplemental insurance options.