Customer Service Team Lead

CommScope; Santa Ana (CA); On-site; USD 77,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

Life and accidental death insurance

401(k) plan with company match

Incentive plan participation

Eleven paid holidays per year

Two weeks paid vacation (prorated)

Job summary

CommScope in Santa Ana, CA is seeking a Customer Service Team Lead to cultivate relationships with current and potential Datacenter customers, leveraging Cable Exchange products and CRM processes.

You will oversee order management, monitor delivery performance, and drive improvements in efficiency and customer satisfaction while coordinating with sales and planning teams. Strong process knowledge and leadership are essential.

Qualifications

• Bachelor’s Degree or a minimum of eight or more years of customer service or sales support experience.
• Experience with Microsoft Office applications (Outlook, Excel, Word).
• SAP experience is required or preferred.

Responsibilities

• Follow developed procedures for effective and efficient customer service operations.
• Monitor programs to ensure on-time delivery and maintain knowledge of systems and processes.
• Manage orders from receipt to invoicing with an understanding of supply chain capabilities.
• Resolve customer issues using strong process knowledge and negotiation skills.
• Assist in resolving disputes by preparing documentation and communicating with stakeholders.
• Develop knowledge of Cable Exchange products and provide literature/documentation as needed.
• Report and manage daily sales/production metrics and create performance reports.
• Handle inbound/outbound calls regarding orders, changes, acknowledgments, and inquiries.
• Provide backup support to peers and coordinate with Sales and Planning to anticipate projects.

Education

Bachelor’s Degree

Tools

Microsoft Office

SAP

Job description

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Location:

Santa Ana, California, United States, 92704

In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.

General Summary

The Customer Service Team Lead is responsible for cultivating customer relationships for current/potential customers in Datacenter by utilizing excellent and developing knowledge of Cable Exchange products, capabilities, as well as CRM processes, and procedures.

Duties & Responsibilities

Follow developed procedures pertinent to the effective and efficient operations of Customer Service and develop new procedures as necessary.

Monitor programs and procedures to ensure on-time delivery to meet customer expectations, while maintaining in-depth knowledge of the Company’s systems and processes and participating in the development of same.

Facilitate order management from order receipt through invoicing to the customer utilizing a thorough understanding of supply chain capabilities and status.

Act as a resource in resolving customer issues by utilizing excellent company process knowledge and strong skills in negotiating and selling.

Assist in resolving customer disputes by preparing or assembling supporting documentation.

Develop knowledge of Cable Exchange and relevant CommScope products and their functionality and utilize such knowledge to service internal and external customers, business partners, and sales organizations.

Provide customers with product literature and documentation when necessary or appropriate.

Report and manage daily sales/production reports and metrics.

Perform various functions involving order management such as handling inbound/outbound calls to and from customers, business partners, and sales organizations regarding order entry, order confirmations, order acknowledgments, order change notifications, and website inquiries, among other incidental tasks and duties.

Provide support and backup assistance to peers.

Communicate with the Sales and Planning organization to anticipate projects, completion timetables, and potential scheduling issues.

Set customer expectations and priorities for the supply chain (not just expedites)

Identify opportunities to improve efficiency and enhance customer satisfaction and appreciation

Perform other duties assigned and unassigned that are required by the needs of the business.

Participate in ongoing product, process, and business skills training.

Develop and maintain constructive and cooperative working relationships with customers, prospects, colleagues, and supervisors and maintain them over time.

Support and participate in overall business development activities of the company.

Develop, update, and improve communication methods and tools.

Help coordinate workloads and assignments

Keep the team focused on priorities and service expectations

Manage timecards

Track response times, resolution rates, customer satisfaction, and productivity

Identify performance, service gaps, workflow or process improvements.

Accountability / Impact

Accountable for customer service as related to serving customer orders from the point of sale up to and including the time the order ships and invoices. This may include, but is not limited to, order input, order scheduling, expediting, tracking, and in general any aspect of meeting customers’ needs. In addition to supporting daily operations, the Customer Service Team Lead is responsible for leading and managing the customer service team.

7. Communicates Effectively: Developing and delivery multi-mode communications that convey a clear understanding of the unique needs of different audiences.

2. Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

1.- Ensures Accountability: Holding self and others accountable to meet commitments.

Required Qualifications for Consideration

• Bachelor’s Degree or a minimum of eight or more years of customers service or sales support experience
• Experience in Microsoft Programs (Outlook, Excel, word, etc.).
• SAP Experience

Desirable Qualifications Job Specifications

• Experience in a supervisor/manager position.
• Familiar with copper and fiber products
• Experience working in a fast-paced environment.
• Spanish speaking a plus

Our salary ranges consider a wide variety of factors, including but not limited to benchmarking by independent third-party consultants, skill sets, years of experience, training, education, geography, and other business needs. Depending on experience, the range can be higher for candidates with exceptional experience and a demonstrated history of successful performance. The expected salary range for this position is $77,000. - 95,000. annually.

The candidate will be rewarded with a comprehensive benefits package, including, medical, dental, and vision plans, life and accidental death insurance, a 401(k) plan, and participation in the Company’s Incentive Plan. Candidates starting with the Company will be eligible for eleven paid holidays in a full calendar year, two weeks of paid vacation (prorated based on start date), as well as other leave options.

Why CommScope:

CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next...come connect to your future at CommScope.

CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at [e-mail]. You can also learn more about CommScope’s accommodation process and EEO policy at https://jobs.commscope.com/eeo