Customer Service Lead

The Role

Customer Care Lead

POSITION SUMMARY

Partnering with Sales and Operations, the Customer Care Lead will provide best-in-class customer support, ensuring a seamless customer experience, with a focus on proactive customer communication and ‘white glove’ service to delight our customers. Managing key customer accounts, they will work closely with a team of Customer Care Representatives (CCRs). Additionally, they are responsible for ensuring such processes as entry of purchase orders, securing advance purchase commitments, monitoring of deliveries and inventories, and providing updates on any changes in timelines. They will proactively identify and act on customer behavior patterns (e.g., delayed orders, inactivity) to reduce order abandonment and improve retention. The role also includes attention and responses to customers within service level agreements (SLAs). Support the Customer Care Manager with standardizing processes throughout the region/Business Unit and build the necessary cross-functional bridges.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Key responsibilities include, but are not limited to the following: 

• Prepare and monitor management indicators for respective Account Align Team (AAT) and customer base.
• Align Customer Care Strategy with AAT Strategy.Proactively communicate with customers and maintain strong communication channels internally and externally.
• Partner with Customer Care Representatives (CSRs)to guarantee Achievement of SLA‘s. 
• Proactively engage with customers to secure advance purchase orders, ensuring timely product availability and providing updates on any changes in inventory or delivery timelines.
• Monitor and identify customer behavior patterns (e.g. delayed orders, inactivity), and communicate actionable insights to reduce order abandonment and improve customer retention.
• Identify gaps in customer care processes and partner with customer experience team to resolve. Propose action plans based on customer satisfaction survey results and partner with leadership and the team in plan execution.Establish self as the customer care subject matter expert for the assigned AAT, being a resource to the business and customer. Team members.
• Lead, organize and assist with development  of the Customer Care Representatives.
• Proactively partner with AAT leadership to ensure best in class customer satisfaction.
• Ensure communication of AAT strategy is conveyed to CCRs.
• Manage order entry, order tracking and order allocation, for assigned accounts, ensuring no delays, partial orders or errors.

Note: The duties listed above are not all inclusive and may be subject to periodic updating or revision.

The Ideal Candidate

Desired Background

• 2–3 years of experience in Inside Sales, Sales, or Customer Service/Customer Care.
• Bachelor’s degree in Engineering, Business, or a related field required; a degree in Chemical Engineering is strongly preferred.
• Previous leadership experience preferred.

Knowledge, Skills & Talents

More specifically, we would seek the following attributes and competencies for the position: 

• Excellent verbal and written communication skills.
• Strong critical thinking skills, understanding when escalation is necessary.
• Strong problem-solving and analytical reasoning skills.
• Ability to work under pressure and successfully handle multiple priorities.
• Leader in promoting an engaging work environment.
• Utilizes data (KPIs) to drive business results.
• Experience with international team.

Pay and Benefits

The estimated base pay for this position is: $70.000 annually. Actual pay will be determined based on education, certifications, experience, qualifications, skills and geographic location. This position is eligible to participate in a short-term incentive program.

Vantage offers a comprehensive benefits package to eligible employees, including:

• Medical, HSA, dental, vision
• FSA (limited purpose, dependent care, and commuter/parking)
• Life and AD&D insurance
• Accident, hospital indemnity and critical illness insurance
• Short- and long-term disability
• EAP, identity theft protection
• Paid time off, Parental Leave
• 401(k) with company match

Equal Employment Opportunity

Vantage is an equal opportunity employer. Qualified applicants will receive consideration for e