10137: Customer Care Team Lead

Our client is seeking a Customer Care Team Lead for their organization in the Greater Detroit, MI market. This person will be responsible for the customer experience through leadership of their team. The role will be developing and maintaining their processes to ensure quality, efficient and extraordinary service is provided their customers. The ideal candidate will have experience with e-Automate in the managed services environment.

Responsibilities:

• Team Leadership: coaching, feedback, communication, mentor
• Conduct regular 1-1s with customer care team members
• Facilitate, coordinate, lead and execute team strategy
• Create and maintain metrics to enhance performance
• Escalated customer concerns
• Develop and drive process improvements
• Inbound phone calls and national service dispatch
• Order processing
• Identify and reduce waste within department
• Consistency and integrity of data within ERP

CFO/Controller/Administration

Greater Detroit, MI 48237 USA