Essentra Components is a leading global manufacturer and distributor of a comprehensive range of components. We are currently hiring a Customer Service Lead to drive initiatives enhancing the overall customer experience across all touchpoints. This role ensures a seamless and positive customer journey by developing and implementing a customer centric strategy by leading a high-performing team with cross functional collaborations.
Job Description
- Lead and manage the day-to-day operations of the customer service team to ensure timely, accurate, and empathetic customer support.
- Support the team to ensure a customer centric approach for our customers through effective issue resolution in a timely and empathetic manner
- Handle and oversee key operational processes including quotation management, order processing, and shipment coordination etc with external and internal stakeholders
- Track key performance indicators and analyze customer satisfaction metrics, such as Net Promoter Score (NPS), and contribute and implement solutions to improve customer experience.
- Identify and develop improvements to current business processes and practices through data analytics, feedback etc to address performance gaps
- Collaborate with cross-functional teams to improve end-to-end customer service processes and handoffs
Job Requirement
- Diploma / Degree in any discipline with minimum 5 years of relevant experience in customer service, with at least 3 years in a managerial role
- Strong leadership skills with a proven ability to coach, mentor, and develop team members
- Excellent problem-solving and decision-making skills
- Highly motivated with exceptional communication and interpersonal skills
- Good command of spoken and written English
- Experience handling OEM clients and familiarity with export/import environments is a plus.
- Hands-on experience in B2B client management and overseeing product fulfillment through 3PL partners
- Proficiency in Microsoft Office (Excel, Outlook), and experience with systems like D365 CE and BPR is advantageous
Why Join Us
- Be part of a global, innovative company that values its people.
- Opportunity to lead meaningful improvements that directly impact customer experience.
- Dynamic and collaborative work environment.
- Career growth and development opportunities.
