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Industry-Leading Technical Service Manager
2 weeks ago
Customer Service Operations Lead
Job Description:We are seeking an experienced and dynamic customer service professional to lead our client's customer service operations.
This pivotal leadership role is designed for a hands-on manager who thrives in a technical, trade-focused environment.
You will oversee the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our client's reputation for excellence and expertise.
Leading a team dedicated to providing exceptional service to a knowledgeable B2B clientele, you will focus on people leadership, process improvement, and a deep understanding of customer needs in a technical industry.
Key Duties & Responsibilities:- Team Leadership & Development: Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
- Manage recruitment, onboarding, training, performance reviews, and professional development plans.
- Provide daily direction, constructive feedback, and coaching to handle complex technical inquiries and offer expert advice.
- Customer Service Strategy & Process Improvement: Develop, implement, and review customer service policies, programs, and procedures to enhance the customer experience and align with company goals.
- Analyze performance metrics to improve call handling times, first-contact resolution, and overall service quality.
- Collaborate with technical, sales, and warehouse teams to streamline workflows and resolve escalated issues.
- Technical Customer Relations & After-Sales Support: Plan and execute after-sales service initiatives to follow up on customer satisfaction, ensure the performance of supplied parts, and gather feedback.
- Act as a key contact for escalated customer issues, using problem-solving skills and technical understanding to resolve issues and maintain relationships.
- Work with service agents and internal teams to identify trends and improve service offerings.
- At least 1+ years of experience in customer service management or team leadership within the automotive, trade, or related technical industry.
- Bachelor Degree or equivalent qualification.
- Experience in developing and implementing customer service procedures, SLAs, and performance metrics.
- Proven ability to lead, develop, and inspire a team in a fast-paced environment, with a focus on coaching and mentorship.
- Exceptional communication and interpersonal skills, capable of building rapport with a trade-savvy clientele and liaising effectively with technical staff.
- Proactive, problem-solving mindset with a focus on continuous improvement and customer satisfaction.
- Strong administrative skills and proficiency with CRM systems and standard office software.
