Job Description
Summary: The Customer Service Lead - Customer Channels will manage and optimize the specific customer channels such as distribution customers or OEM and align with case management functions, ensuring seamless service delivery and customer satisfaction. This role involves working tightly with the customer service team, assigning and resolving complex cases, and collaborating with various departments.
Levels and Responsibilities:
•Responsibilities:
o Work with various levels of customer service representatives to enhance customer experience
o Oversee distribution or OEM customers, independently handle Salesforce case management and suggest or improve on customer service offerings
o Resolve escalated customer complaints and issues.
o Suggest and implement process improvements to enhance efficiency.
o Analyze and report on customer service metrics.
o Work in collaboration with inside sales, sales function and Customer Service Manager
o Potential for direct reports
•Qualifications:
o 3-5 years of experience in customer service.
o Strong communication and interpersonal skills.
o Basic proficiency in Salesforce case management and CRM software.