Senior Customer Service Group Lead (Operations)

Schaeffler; Danbury (CT); On-site; USD 96,000 - 130,000; Full time

Job summary

Schaeffler in Danbury, CT is looking for a Group Leader - Customer Service to oversee order fulfillment for a defined customer group or product line. The role focuses on establishing service standards, planning resources, and ensuring timely resolution of supply chain issues to uphold delivery commitments.

Preferred leadership experience and SAP proficiency are advantageous; strong communication, time management, and multitasking skills are essential in a fast-paced environment.

Qualifications

• Associate's degree or equivalent relevant customer service experience
• Working knowledge of office technology
• Phone etiquette
• Excellent communication skills, both verbal and written
• Time management skills and multi-tasking for working in a fast-paced environment
• Ability to prioritize in a fast-paced environment
• Read reports and ability to use the data in reports for analysis
• This position must meet Export Control compliance requirements, therefore a "US Person" as defined by 22 C.F.R. § 120.15 is required
• Applicants must be authorized to work in the US without employment VISA or other sponsorship
• Bachelor's degree
• Proficient in SAP
• 2-3 years of customer service / accounts receivable experience in a manufacturing environment
• Previous experience in leadership position

Responsibilities

• Ensure appropriate order fulfillment processes to maintain high standards and address supply chain issues efficiently, for an assigned customer group or an assigned group of products.
• Establish and optimize standards and processes for Customer Services, including response times, issue resolution protocols, and customer satisfaction metrics.
• Plan and prioritize resources and capacity in team, ensuring optimal allocation of staff and tools.
• Ensure that any supply chain problems arising during the order processing phase (e.g. delays) can be solved timely for the customers, minimizing impact on service quality and delivery commitments.
• Identify optimization areas of supply chain and report to accountable management.
• Implement operational measures to enhance service delivery and efficiency.

Skills

Communication skills

Time management

Multitasking

Prioritization

Export controls compliance

US work authorization

Education

Associate degree or equivalent

Bachelor's degree

Tools

SAP

Outlook

Excel

Job description

Schaeffler in Danbury, CT is looking for a Group Leader - Customer Service to oversee order fulfillment for a defined customer group or product line. The role focuses on establishing service standards, planning resources, and ensuring timely resolution of supply chain issues to uphold delivery commitments.

Preferred leadership experience and SAP proficiency are advantageous; strong communication, time management, and multitasking skills are essential in a fast-paced environment.