Senior Customer Service & Parts Lead - SAP & Fulfillment Expert

Fagor Automation | CNC & Feedback Systems | Automation Solutions; Rolling Meadows (IL); Vor Ort; USD 90.000 - 130.000; Vollzeit

Zusammenfassung

Fagor Automation USA is seeking a Senior Customer Service & Service Parts Lead to own the daily customer experience within the Service organization. You will resolve complex issues, safeguard SAP transaction integrity, and direct the service-parts warehouse while guiding the entry-level Customer Success Representative.

You will collaborate with teams in the U.S. and Spain, drive improvements, and monitor key metrics to raise customer satisfaction and operational performance.

Qualifikationen

• 5+ years in customer service, service operations, or related field in manufacturing.
• Experience leading a team in customer service or service operations.
• Strong knowledge of SAP transactions and cross-functional collaboration.
• Proficient with CRM systems and Microsoft Excel.
• Excellent organizational and communication abilities; fluent problem-solving.

Aufgaben

• Resolve complex customer inquiries, requests, and escalations to closure.
• Oversee service quotations, orders, RMAs, invoicing, and SAP transactions.
• Coordinate service-parts inventory, warehouse activities, and urgent fulfillment.
• Lead and coach the Customer Success Representative on daily operations.
• Collaborate with U.S. and Spain teams on technical, commercial, and operational matters.
• Drive process improvements to enhance customer experience and efficiency.
• Monitor service metrics such as response times, inventory accuracy, and on-time fulfillment.

Kenntnisse

Leadership experience

Communication skills

Problem solving

Organizational skills

Customer focus

Ausbildung

High school diploma

Associate's or Bachelor's degree preferred

Tools

SAP

CRM systems

Microsoft Excel

Jobbeschreibung

Fagor Automation USA is seeking a Senior Customer Service & Service Parts Lead to own the daily customer experience within the Service organization. You will resolve complex issues, safeguard SAP transaction integrity, and direct the service-parts warehouse while guiding the entry-level Customer Success Representative.

You will collaborate with teams in the U.S. and Spain, drive improvements, and monitor key metrics to raise customer satisfaction and operational performance.