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Customer Care Team Lead - Shakopee, United States - Atlas Copco
Description
Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more.
Join us on our journey for a better tomorrow.
Your roleLead the Gamma Customer Care Team in hiring, training, coaching, and evaluating employeesSet and monitor performance goals, quality standards, and customer feedback for the Customer CenterManage the US Customer Care phone queues and workload distributionParticipate in weekly meetings with Gamma Management, Accounting Team, and Sales and PlannersCoordinate back up support, cross training, time cards, and time off requests for the teamAnalyzes the performance and skills of employees to identify areas for improvementConsults with managers and supervisors to determine the training objectives and requirementsDesigns and develops training programs and materials that are aligned with the organizational goals and needsEvaluates the effectiveness and impact of training activities and provides feedback and recommendationsReview KPIs, CRM activities, and escalations with Gamma GM and management teamHandle customer complaints and issues in a timely and professional mannerEnsure quality customer interactions and loyalty to increase revenue growthUpdate policies and procedures as neededLead strategic projects for further development of Gamma Customer Care within the AtlasCopco environmentProvide support documents and training to internal and external customers (e.g., manuals, spec sheets, etc.)
Manage internet content (Homepage & Social Media) and CRM systemOversee warranty and service within Gamma Vacuum's terms and processesTo succeed, you will need Demonstrated strategic thinking and leadership skills in previous rolesAbility to develop and execute a clear vision and strategy for the teamGood technical understandingStrong leadership and communication skills to inspire and motivate the teamExperience in leading cross-functional teams and collaborating with stakeholdersSkilled in problem-solving, decision-making and conflict resolutionProficient in working with various ERP systems, such as JobBoss and SAP, to manage business processes and dataSkilled in documenting best practices and proceduresApplied leadership skills to handle customer complaints, resolve issues and ensure customer satisfaction in various service settingsPrevious experience in managing and training customer service staffAbility to handle complex customer issues and complaints effectivelyAble to handle multiple tasks efficiently in a busy environmentCollaborative:
can work well with others across different functions and regionsSkilled in using Microsoft Office SuiteOther duties as assignedMust be authorized to work in the U.S.In return we offerEdwards is a global leader of vacuum and abatement systems.
We are proud to lead the industry, pushing the boundaries of science to deliver innovative products which are intrinsic to everyday life, working in partnership with our customers and continually setting new standards.
With over 100 years of rich heritage, Edwards is the partner of choice for tens of thousands of customers in critical applications around the world.
Vacuum is required in diverse sectors, from the generation of power to the production of steel, to the challenging environments of space simulation and high energy physics research.
At Edwards, we believe there is always a better way. Our employees are full of ideas.When looking to add a new team member, we are looking for someone that can appreciate what the Edwards Team has done and bring their new ideas and perspective to enhance where we can go.
At Edwards you get to be part of something big; we work globally, but also get the opportunity make a difference locally in our own discipline.
We work hard to attract, motivate, develop and retain the best talent from the diversity of people across the globe.
Our vision to be First in Mind, First in Choice relies on this strategy. We are an Equal Opportunity Employer.Excellent working conditions and benefits Part of the Atlas Copco Group with a wide-reaching internal job market Work in a global diverse and dynamic environment You can grow with us: we always look for internal candidates before checking the market and have training and development programs We have a friendly, family-like atmosphere - and that is not just a claim on the wall, it's a true fact You can be creative and promote your own ideas Every day brings new challenges and new things to learnDiverse by nature and inclusive by choiceBright ideas come from all of us.
The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.#J-18808-Ljbffr
