Team Lead, Customer Care

The Impact You'll Make

What You’ll Be Doing

Team Management

• Lead, coach, and develop a team of customer service representative.
• Monitor daily workload and allocate tasks effectively to meet service level targets.
• Conduct regular performance reviews, feedback sessions, and training needs assessments.
  

Customer Support Operations

• Ensure timely and accurate order processing, confirmations, and follow-ups.
• Handle escalation of customer complaints and coordinate with internal teams to ensure prompt resolution.
• Monitor adherence to service SLAs, TATs, and customer satisfaction KPIs.
  

Process Oversight

• Drive improvements in order-to-cash (O2C) processes, including order entry, billing coordination, dispatch follow-ups, and returns management.
• Work closely with supply chain, production planning, and dispatch teams to align customer expectations with product availability.
• Maintain updated records of orders, delivery timelines, and customer communications.
  

Reporting & Analysis

• Generate daily/weekly/monthly MIS reports on team performance, customer issues, and order fulfilment metrics.
• Analyse customer feedback and suggest areas for process enhancement or policy revisions.
  

Cross-functional Collaboration

• Liaise with Sales, Logistics, Finance, and Quality departments to support smooth customer interactions.
  

What We're Looking For

• Any stream graduate, bachelor’s degree in business administration(preferred), Supply Chain, or related field.
• 10+ years of experience in customer service, preferably in a manufacturing or industrial environment.
• Prior experience in a team lead/supervisory role is mandatory.
• Strong understanding of ERP systems (SAP, Oracle, etc.) and CRM tools.
• Excellent communication, interpersonal, and conflict resolution skills.
• Detail-oriented with strong organizational and time management abilities.
• Ability to multitask and thrive in a deadline-driven environment
  

It will be an advantage if you have additional knowledge in…

• Microsoft Azure DevOps
• Requirement Management tools, i.e. Siemens Polarion ALM
• CAN communication and higher layer CAN protocols
• Version Control Management, i.e. git, SVN
• Functional Safety
• Cyber Security
• ARM microcontrollers
  

What You'll Get from Us

• We promote from within and support your learning with mentoring, training, and access to global opportunities.
• You’ll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.
• We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are.
• You’ll receive benefits like 13th salary, annual bonus, paid vacation, pension plans, personal insurance, and more. These vary by country and contract, but they’re worth asking about—we think they’re pretty great.
  

Ready to Make a Difference?