Customer Service Team Leader (M/F/D)

Essity; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Team Lead to inspire a team of 14 representatives. This role involves driving efficiency in order management and fostering a culture of excellence. You will be pivotal in ensuring exceptional customer experiences while managing tasks and objectives aligned with the global Service Management Model. Join a collaborative environment where your leadership can make a real impact on customer satisfaction and team performance. If you are passionate about customer service and leadership, this opportunity is perfect for you.

Qualifications

• Experience in a leadership role within customer service.
• Background in business or a related field.

Responsibilities

• Lead and manage the Customer Facing and Order Management team.
• Act as the primary escalation point for urgent customer issues.
• Analyze KPIs to implement process improvements.

Skills

Customer Service Leadership

Problem-Solving

Collaboration

Communication Skills

Microsoft Office

SAP

Education

Business Degree

Customer Service Experience

Tools

Microsoft Office Suite

SAP

Job description

Customer Service Team Lead

It’s an exciting time to be part of our collaborative inclusive team. Come and join our Customer Facing and Order Management Representatives team on our journey to improve the well-being of millions. Together we can make a difference!

About the role:

Are you a dynamic leader who thrives on delivering exceptional customer experiences? We’re looking for a Customer Service Team Lead to guide and inspire a team of 14 talented representatives. In this role, you’ll drive efficiency, ensure seamless order management, and foster a culture of excellence—all while making a real impact on our customers.

We’re looking for people who embody our values, aren’t afraid to challenge, innovate, experiment, and move at a fast pace. We’re always looking for ways to improve our products and ourselves. If this is you, we’d love to talk.

What you will do:

• Lead and manage the Customer Facing and Order Management team, ensuring smooth interactions with customers.

• Act as the primary escalation point, ensuring urgent customer issues are addressed quickly and effectively.

• Define clear objectives for the team in line with the global Service Management Model to drive efficiency and service excellence.

• Distribute tasks based on daily case volumes, ensuring adherence to completion deadlines and service level agreements (SLAs).

• Maintain strong relationships with sales managers to enhance customer interactions and manage special service requests.

• Oversee team email inboxes, address recurring inquiries, and streamline reporting processes to improve response times.

• Analyze KPIs and dashboards to identify inefficiencies, implement process improvements, and optimize customer service operations.

Who you are:

• Background in business, customer service, or a related field.

• Previous experience in a leadership role, ideally within a customer service or call handling environment.

• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, MS Teams) and SAP for order management and customer service operations.

• Strong problem-solving, collaboration, and communication skills, with the ability to lead and inspire teams.

• Fluent in English - All Applicants are requested to deliver their CV in English language.

What we can offer you:

At Essity, we believe everyone's learning and professional development is unique and want to empower employees to reach their full potential in a winning culture motivated by a powerful purpose.

Our purpose, Breaking Barriers to Well-being, provides meaning to everything we do. Working at Essity means a chance to improve well-being for people and opportunities to drive positive change for the society and the environment. As an employee at Essity, you will belong to an organization where you feel valued and supported to grow, and challenged to generate business results in a collaborative and open atmosphere. Innovate for Good | Excel Together | Be You with Us

#LI-CG1

Application End Date: 20 mai. 2025 Job Requisition ID: Essity252270