Customer Care Team Leader

Summary about this job

Detail information about job Customer Care Team Leader. Terms and conditions vacancy

• An international company with over 100 years history.
• A Leader in facility electrical protection and Electrical & Fastening Solutions.
• We offer attractive salary package, fringe benefits and career opportunities.

Responsibilities:

1. The customer care is the primary contact for the customers. All activities are to be executed in an efficient and friendly manner to the satisfaction of our customers within Pentair policies.
2. Lead the team for creation and administration of quotes based on the instruction of the outside sales representatives or Area Sales Managers that following company’s pricing policies.
3. Ensure the team for accurate order entry in our order management tool.
4. Management of open orders; communicate delays to customers, follow up on due and overdue orders internally with traffic and materials management.
5. Assure the team answering to telephone calls with the highest possible availability.
6. Create up- and cross-selling opportunities taking inquiries from customers as a possibility to up- and cross sell.
7. Provide (first level) product information based on information available in the catalogues and ERICAT systems.
8. Forward (second level) product information requests to application engineers or PMs.
9. Claim handling from customers, ensuring claims are closed within a reasonable timeframe according to ERICO Key Performance Indicators.
10. Administration of stock returns.
11. Reasonable arrangement of the workload and leaves within the team.
12. Make decisions to resolve issues with our customers that will increase the customer satisfaction within the ERICO policies.
13. Lead the team to meet the Customer Service Key Performance Indicators (KPI’s), personally or as a team.