Team Leader, Customer Service
Core
Lead a customer service team in a Global Business Services center to drive customer loyalty, improve service scores, and align operations with business objectives.
Role type
Senior IC team leader (customer service)
Builds
Customer care strategies, order entry automation, and complaint reduction initiatives
Domain
Global Business Services / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, cross-functional communication, performance metrics management, process improvement, data management in ERP systems, training and mentoring, project support
Preferred skills
French/English bilingualism, experience with Oracle or SAP, order management expertise, analytical skills, presentation skills
Technologies
Oracle, SAP, Outlook, PowerPoint, Excel
Responsibilities
Ensure daily team operations success, communicate cross-functionally with Finance, Logistics, Warehouse, and other departments, meet key performance metrics, support customer care strategies, provide guidance to Sales, participate in local and corporate projects, identify and implement improvement opportunities, manage customer data in ERP systems, train teams on customer care tools, drive order entry automation and complaint reduction, stabilize order teams through coaching and mentoring
Seniority
Senior, hands-on IC