Customer Service Team Lead

Description

Operations Support Team Lead

About Optimas

Optimas Solutions is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. Our local, on-the-ground teams understand the nuances of every community we serve. This allows us to adapt with our customers and partners as needs evolve, leveraging our footprint to remain at your side while providing a highly personalized level of service and support no matter where you find yourself around the globe.

Our Values are the THREAD that connects us as one team to ensure that we are accountable for our contributions to the success of our company and customers:
 Teamwork
 Honesty
 Respect
 Excellence
 Accountability
 Drive

To learn more, please visit our website http://www.optimas.com

Position overview:

We are currently seeking a highly motivated, driven Operations Support Team Lead for our Customer Support Team in Pune, India, who will be responsible for leading and facilitating a team of various operational associates in their day-to-day job execution. The Team Lead will ensure the team provides best in class service to our customers in a multi-location global operations environment. Outstanding collaboration with other members of logistics, continuous improvement, customer service and operations support teams is critical to achieving the objectives.

If you are looking for a fast-paced environment with lots of opportunity for personal and career growth, then this is the ideal place for you!

Main responsibilities:

The Customer Support Team Lead is an expert who helps to maintain strong internal and external relationships and will be responsible for the following:
 Act as first level escalation for assigned CS Team, logistics and continuous improvement and providing expert advice and strategic input to assist in problem solving and decision making.
 Work with CS Manager to provide necessary reporting and critical feedback regarding team performance and activities.
 Train new CSRs in products, processes, and systems during the on-boarding process.
 Maintain KPIs for US CSRs in different roles (RFQ, Intercompany) and continuous improvement.
 Continuous communication with internal Optimas teams to bridge the gap between the India and US teams.
 Clear communication via phone and email to provide requested information and timely responses on RFQ requests, order changes, order status, tracking information, shipping discrepancies, invoice errors and quality issues.
 Communicate effectively with the Supply Chain team and other internal departments
 May prepare and/or present proposals and quotes and recommend product based on customer needs.
 Meet or exceed Customer Service Rep Key Performance Indicators.
 Make critical decisions daily with the ability to develop root cause analysis.
 Compare and evaluate possible courses of conduct, act or make a decision after various possibilities have been considered.
 Carry out major assignments in conducting the operations of the business.
 Collaborate with Operations to meet urgent customer demand and orders.
 Collaborate with Technical Service Department on Quality issues.
 Collaborate with Supply Chain Planners and Demand Planning to continuously improve forecast and order portfolios to the supplier.
 Continued growth and retention of account.

Key Competencies:

The ideal candidate must have the following competencies:
 Strategic Vision.
 Building organizational capacity.
 Results driven.
 Embrace change.
 Collaboration and Influence.
 Entrepreneurial spirit.
 Customer value and Market focus.

Skills and Qualifications:

Education: College education or Bachelors degree required.

Experience:
 3+ years of customer service experience, preferably in a distribution or fastener background.
 Supervision - Prior supervisory experience preferred, strong content knowledge and communication skills a must. Good communications skills and the ability to train and impart knowledge to others.
 Expert in Customer Service Work to achieve all department objectives and goals set by senior management, following all company policies and procedures, and fostering a positive and constructive attitude with all company personnel and customers.
 Production and Processing  Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.
 Computer Knowledge the ability to operate software and electronic devices. Intermediate knowledge of Microsoft Office products (inclusive of Excel, Access, Word and Outlook).
 Oral and Written Expression  Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Schedule: Full-time position, Monday through Friday (US Hours), with occasional overtime as required.

Environment: Office-based role with occasional interactions with other departments or warehouse operations.

Compensation:


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