Customer Service Team Lead

Responsibilities:

Manage end-to-end RMA life cycle – Receiving, Planning, Shipping, ETC.

Coordinate and Collaborate returns, replacements, and repairs with internal departments (QA, production, Laboratories, purchase) vendors and manufacturers. Maintain accurate records of RMA transactions and address customer inquiries regarding RMAs.

Oversee the development, implementation and evaluation of service delivery strategies to ensure alignment with the organization’s goals and objectives.

Lead, mentor, and develop a high-performing service team fostering a culture of excellence, accountability, and continuous improvement.

Design and implement policies and procedures that ensure compliance and efficiency with regulatory requirements and industry standards, safeguarding the organization’s reputation.

Analyze customer feedback and service performance data to identify trends, anticipate needs, and develop strategies for enhancing customer satisfaction and loyalty.

Monitor and analyze service metrics and KPIs to assess team and individual performance.

Manage and responsibility for the service warehouse inventory, forecasting parts needs based on historical data and upcoming repair jobs. Placing orders to maintain optimal inventory levels, monitoring regularly assessing of current parts inventory.

Manage and responsibility for the order intake and revenue of the service department. Building a service price list, sending quotations and invoces, sharing price offers for repairs, spare parts, service contracts and service activities.

Education:

BA / industrial and management engineering – Advantage

Experience and Skills:

Experience from a technology global company- mandatory

Practical / Hands on approach

Languages: High level English - mandatory

Experience with ERP information systems. Priority – Advantage

High level excel – Mandatory

4 years experience in customer service management / customer success managment

High-level decision-making, strategic planning, and leadership.

Leadership skills and the ability to drive colleagues effectively.

Customer Service oriented- A strong customer centric attitude and mindset.

Excellent communication skills and a proven ability to develop long lasting relationships with clients.

Team player/Excellent interpersonal skills.

Self-learner, multitask and priorities workload oriented.

Ability to work under pressure and at unusual hours.

Problem-solving abilities to address customer inquiries and resolve issues promptly with an eye for details.

Excellent organizational and time-management skills.

'Can do' approach.

Possessing a sense and affinity for technology.

Excellent written and verbal communication skills.