Customer Service Team Leader

About the role

We are seeking an experienced Customer Service Team Leader to manage and support our customer service department within a manufacturing environment. You will ensure smooth daily operations, timely issue resolution, and high service standards while coordinating closely with production, sales, and logistics.

Key responsibilities

• Supervise and guide the customer service team to maintain efficient daily operations.
• Monitor customer inquiries and complaints, guaranteeing prompt and effective resolutions.
• Oversee order processing, coordinate with production, and ensure on‑time delivery.
• Maintain strong communication with internal departments such as sales, production, and logistics.
• Train, mentor, and develop team members to improve service quality and efficiency.
• Implement and refine customer service processes to reduce response times and increase satisfaction.
• Accurately record customer interactions, orders, and feedback.
• Prepare performance reports, track customer issues, and suggest service improvements.
• Handle escalated customer concerns and provide appropriate solutions.
• Ensure compliance with company policies, industry regulations, and service standards.

Required profile

• Bachelor's degree in business administration, communications, or a related field.
• Minimum 5 years of customer service experience, with at least 3 years in a leadership role.
• Experience in a manufacturing or production‑based environment is preferred.
• Strong leadership, problem‑solving, and conflict‑resolution abilities.
• Ability to work under pressure and meet deadlines in a fast‑paced setting.

Required skills

• Proficiency with MS Office Suite.
• Experience using Customer Relationship Management (CRM) software.

What we offer

• Pension Plan.
• Paid Time Off.
• Training & Development opportunities.