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Posted 3y ago

Service Support Team Lead

@ Mouser Electronics
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Bangalore, Karnataka, India
OnsiteFull Time
Responsibilities:supervises staff, monitors workflow, develops strategies
Requirements Summary:Lead-level role overseeing service support staff, focusing on customer satisfaction and process improvements.
Technical Tools Mentioned:Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Outlook, Customer service software, Purchase order system
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Job Description

JOB DESCRIPTION

Title: Service Support Team Lead

Location: Bangalore, India

The Service Support Team Lead oversees and evaluates Service Support Representatives and activities in a manner, which ensures high quality and total customer satisfaction through excellent customer service and timeliness with inputs from the Manager

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

  • Attends, with the Manager, scheduled meetings with assigned Regions and Sales Branches to ensure continual process and service improvements.
  • Closely monitors and supervises work flow to ensure timely response to customers and provides assistance in training team staff and assists management with development of results oriented strategies.
  • Makes suggestions and recommendations for these employees regarding performance and change of status, including transfer, advancement, termination, and hiring.
  • Create and maintain scheduling of CSR’s workflow and helps to monitor and approve time off and timeliness.
  • Assists the Manager in personnel management and communicate customer needs to management to ensure continual process and service improvements.
  • Utilize reporting systems to monitor the performance of the CSR team.
  • Provide ongoing development and coaching on any quality or productivity concerns within the CSR Team under direction of Manager. 
  • Utilize reporting systems to monitor the performance of the CSR team to perform error research, documentation and tracking.
  • Lead regular meetings for CSR Team with guidance and agenda from the Manager.
  • Serve as backup decision support to CSR Team when necessary.
  • Develops and maintains a productive work teams by hiring qualified personnel, training, and managing performance.
  • Manages teams with integrity, ethical business practices, and in accordance with Mouser policies, procedures, and practices.
  • Customarily and regularly directs the work of two or more full-time employees or their equivalent.  Makes suggestions and recommendation for these employees regarding performance, including hiring, transfer, advancement, and termination.
  • Manages daily operations to meet department and company objectives.
  • Works with minimum supervision and makes independent judgments.
  • Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments.
  • Initiates, establishes and maintains highly effective relationships with internal and external business contacts of various cultures, and at all levels. 
  • Extremely confidential and trustworthy. 
  • Demonstrates knowledge, experience and understanding of critical job functions of the team.
  • Assists management with development of results oriented strategies.
  • Regular attendance at work is an essential part of the job.  

SKILLS & CERTIFICATIONS

  • Knowledge of Microsoft Office Applications (Excel, PowerPoint, Word and Outlook) at the advanced level preferred.
  • Proficient and knowledgeable in customer service and purchase order entry systems.
  • Desire, ability and personality to deal directly with customers and vendors and represent TTI.
  • Ability to verbalize and express themselves well in a telephone environment with a clear enunciation of English.
  • Fluent verbal and written in English.  
  • Ability to use our telephone headsets, exhibit courteous phone voice, and phone hearing, if applicable.
  • Ability to read and understand a terminal/PC screen and printed reports.

EDUCATION & EXPERIENCE

  • Bachelor’s Degree in any related field or related field. In lieu of a degree, 3 years as a  Lead or a higher-level position.  In addition to the above the following experience is required:
  • Internal candidates:  Minimum 2 years as a highly performing Mouser Lead  or a higher-level position, or 1 full year as a highly performing Mouser Team Lead  Lead/Coordinator.
  • External candidates: Minimum 2 years as a  Customer Service supervisor or a higher-level management position.

Category: Sales/Customer Service

 

This is a summary of the primary accountabilities and requirements for this position.  The company reserves the right to modify or amend accountabilities and requirements at anytime at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.