Customer Service Team Leader | Drive Excellence & Change

Ferrotec (USA) Corporation; Bedford (NH); On-site; USD 70,000 - 90,000; Full time

Job summary

Ferrotec (USA) Corporation is seeking a Supervisor of Customer Service to lead the day-to-day operations of the customer service team. This role focuses on delivering exceptional service, overseeing staff performance, addressing escalated issues, and partnering with Sales, Operations, and Technical Support to meet customer needs.

You will drive process improvements, implement policies, and ensure quality and compliance while mentoring staff and delivering regular performance reports to senior

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum 3 years of experience in customer service, with at least 1 year in a supervisory or leadership role.
• Experience with an enterprise ERP system.
• Strong understanding of customer service principles, practices, and tools.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to handle escalated issues calmly and professionally, with a focus on resolution.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
• Proven ability to analyze data, identify trends, and implement process improvements.
• Effective organizational and time-management skills, with the ability to prioritize and manage multiple tasks.
• Commitment to delivering an exceptional customer experience and driving continuous improvement.

Responsibilities

• Supervise the daily activities of the customer service team, ensuring consistent and high-quality service delivery.
• Monitor and evaluate team performance, providing regular feedback, coaching, and development.
• Address and resolve escalated customer issues in a timely and professional manner.
• Develop and implement customer service policies, procedures, and performance standards.
• Analyze customer service metrics and trends to identify areas for improvement and recommend actionable solutions.
• Collaborate with other departments, such as sales, operations, and technical support, to address customer needs and improve the overall customer experience.
• Manage team schedules and resource allocation to maintain adequate coverage and efficiency.
• Train new and existing team members on processes, systems, and customer service best practices.
• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Prepare and deliver reports on customer service performance to senior management.
• Foster a positive and inclusive work environment that motivates and engages team members.

Skills

Communication

Problem-solving

Organizational skills

Time management

Data analysis

Education

Bachelor’s degree in Business Administration, Communications, or a related field

Tools

ERP system

CRM systems

Microsoft Office Suite

Oracle

Job description

Ferrotec (USA) Corporation is seeking a Supervisor of Customer Service to lead the day-to-day operations of the customer service team. This role focuses on delivering exceptional service, overseeing staff performance, addressing escalated issues, and partnering with Sales, Operations, and Technical Support to meet customer needs.

You will drive process improvements, implement policies, and ensure quality and compliance while mentoring staff and delivering regular performance reports to senior