Description
Position Title : Customer Service Team Lead - Aftermarket Parts
Location : Bothell, WA
Reporting to : Global Senior Manager Customer Service, Americas
The Customer Service Team Lead plays a crucial role within our Aftermarket Parts Department, focusing on Part Identification and providing support for General Parts operations.
This position involves working closely with team members to ensure accurate part identification, efficient case management, and exceptional customer service.
The role requires strong collaboration skills and a commitment to process improvement.
Main Duties and Responsibilities
Lead and support the Part Identification team to ensure accurate and timely identification of parts for customers
Provide guidance and assistance to team members in resolving complex part identification queries
Collaborate with other departments to address part identification issues and streamline related processes
Assist the General Parts team with managing parts orders, inquiries, and returns
Work with the General Parts team to ensure smooth operations and customer satisfaction
Coordinate with cross-functional teams, including Materials, Logistics, Pricing, Product Management, and Engineering, to resolve order inquiries and improve order fulfillment processes
Support the day-to-day operations of the Customer Service department, including call center activities and case management
Help develop and implement processes and procedures to enhance operational efficiency and the customer experience
Monitor key performance metrics and work with the team to achieve or exceed service level targets
Utilize Salesforce to manage customer cases, inquiries, and escalations effectively
Assist the team in resolving customer issues promptly, maintaining high levels of customer satisfaction
Analyze case data to identify trends and provide insights for process improvements
Basic Requirements :
Bachelor's Degree from an accredited institution in Business, Marketing, Communication, or Industrial Engineering, or a minimum of 4 years of experience in Customer Service, Sales, Marketing, Communications, Service, or a related field
Ability to work both in-person and remotely on a hybrid schedule, depending on location
Proven ability to support and collaborate with high-performing teams, with a focus on part identification
Proficiency in Salesforce or similar CRM systems for case management
Strong analytical and problem-solving skills, with a focus on continuous improvement
Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and external stakeholders
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
The compensation range for this position is $28 - $32 hourly. Pay is based on several factors including but not limited to education, work experience, certifications, etc.
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