Customer Care Lead Specialist - Advanced English

Resumen del trabajo

You will support orders from all channels by providing exemplary internal processing and backlog management support.  Responsibilities may be, but are not limited to:  manual processing, more complex customer pull-in requests, proactive backlog management, and potential intake of internal order inquiries. You will take ownership of resolution of all tasks, regardless of domain.  You will become an expert capable of training and teaching others interdepartmentally. You will be responsible for documenting and maintaining knowledge and process. You will continually seek opportunities to strengthen internal relationships by ensuring requirements and expectations are exceeded. Candidate should expect to be responsible for documenting knowledge and process. Candidate should expect to have supervisory requirements for two or more teammates. Candidate should expect to mentor and support growth of all whom they encounter.  You are here to serve internal customers. Your success opens capacity within CX, Sales, and Product groups. 

Tareas y responsabilidades clave (funciones esenciales)

Customer Pull-In Requests: 
•    Represent the customer perspective in the manufacturing environment; Proactively asking questions and expressing needs on behalf of the customer; Make decisions on behalf of the customer; Teach others to do the same     
•    Facilitate the approval of more complex, project level, business opportunity requests prior to order entry; Seeking problem solutions that ensure orders are won 
•    Facilitate the approval of more complex, project level, customer pull-in requests for open orders
•    Lead customer support and manufacturing operations to establish, communicate, and execute the path to meeting the customer’s needs 
•    Proactively seek, suggest, and coordinate alternates with manufacturing operations, consulting product teams as required 
•    Proactive ownership at production level for commitments
•    Proactively review and ensure system visibility of all team commitments both internally and externally 
•    Ensure team is proactively communicating with support partners when commitments will be missed
•    Serve as first point of escalation for internal partners 
•    Communicate team needs and potential solutions to leadership 
•    Teach, mentor, support others in their journey to effectively achieving the above