Customer Service Coordinator & Team Leader

Company Description

About TOMRA: 

TOMRA Food is a multinational organization and a leading provider of sensor-based sorting, peeling and integrated post-harvest solution for the food industries. Transforming global food production to maximize food safety and minimize food loss by making sure Every Resource Counts™, has been our strength for over 50 years. 

At TOMRA, we want people to innovate, show passion in their work and be responsible. We encourage the freedom to innovate and take risks that result in breakthroughs that challenge the status quo. We value passion that focuses and commits to meeting success. We believe in a responsible and safe mindset that takes care of our customers, products, and fellow employees. 

Join the resource revolution! 

Job Description

We are seeking a dedicated and dynamic Customer Service Coordinator & Team Leader to join our team. This role combines frontline customer service duties with leadership responsibilities, ensuring a seamless experience for our customers and effective coordination within our team. The ideal candidate will have excellent communication skills, a passion for helping others, and the ability to motivate and lead a team towards achieving departmental goals.

Key Responsibilities:

- Customer Service Coordination

- Provide exceptional customer service through various channels (phone, email, chat).

- Handle complex customer inquiries and resolve issues promptly and efficiently.

- Maintain accurate customer records and update information in the system.

- Collaborate with other departments to resolve customer issues and improve service    processes.

Team Leadership:

 - Lead, mentor, and support a team of customer service representatives.

 - Monitor team performance and provide regular feedback and coaching.

 - Conduct team meetings to communicate updates, share best practices, and foster a positive team environment.

 - Assist in the training and onboarding of new team members.

 - Develop and implement strategies to improve team productivity and customer satisfaction.

 Administrative Duties:

  - Create cases, quotations, customer orders, work orders, planning of field service engineers

  - Answer calls from customers

  - Prepare and analyze reports on customer service metrics and team performance.

  - Assist in creating and updating customer service policies and procedures.

  - Handle escalated customer issues that require higher-level intervention.

  - Participate in the recruitment and selection process of new team members.

Qualifications:

- Proven experience in a customer service role, with at least 2 years in a supervisory or team leadership position.

- Excellent communication and interpersonal skills.

- Strong problem-solving abilities and a customer-focused mindset.

- Ability to manage and prioritize multiple tasks in a fast-paced environment.

- Proficiency in customer service software and Microsoft Office Suite.

- Bachelor’s degree in Business Administration, Communications, or a related field is preferred.

 Skills:

- Leadership and team management

- Excellent verbal and written communication

- Conflict resolution and problem-solving

- Time management and organizational skills

- Ability to work under pressure and meet deadlines

What We Offer:

- Competitive salary and benefits package

- Opportunities for professional growth and development

- A supportive and collaborative work environment

- Flexible working hours and remote work options

Qualifications

• 1-3 years in an admin or similar role
• experience with and ERP is beneficial
• Strong organizational and time management skills.
• Computer skills are crucial, including MS Office suite.
• Prior knowledge and experience with IFS / D365 is a plus.
• Fluent in English - oral & written, other languages are a plus.

Additional Information

Our benefits:

TOMRA is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic. Reasonable accommodations and will be provided as requested by candidates taking part in all aspects of the selection process.