Customer Service Group Leader

The Customer Service Group Leader will be responsible for leading all customer service tasks and ensuring the team consistently delivers high-quality customer support and order management.

This position must but not limited to:             

Customer Support:

• Respond to customer inquiries via phone email or chat in a courteous and professional manner.
• Provide accurate product or service information to customers addressing any questions or concerns.
• Monitor customer service interactions ensuring all inquiries are addressed promptly and documented.
• Resolve escalated customer complaints and issues in a timely and professional manner.
• Analyze customer feedback and identify opportunities for improvement in service delivery.
• Track key performance indicators (KPIs) for customer satisfaction (Lead Times and Cancellation).
• Work closely with other departments to address customer needs.

Order Management:

• Process orders changes and cancellations accurately (Finish Goods and Spare Parts)
• Track and update customers on the status of their orders or requests.
• Support internal customers requests (i.e: Engineering orders product audits scrapping).
• Monitor shipping conditions and routing on sales orders for accuracy.

Qualifications :

Basic Qualifications:

• Bachelors degree in a relevant field
• Proven experience in a customer service role.
• Strong communication skills both written and verbal.
• Ability to handle difficult customer interactions with professionalism and empathy.
• Detail-oriented with a focus on delivering high-quality service.
• Strong understanding of order management systems and ERP software (e.g. SAP).
• Proficient with excel and Outlook.

Preferred Qualifications: 

• Prior leadership or supervisory experience preferred.
• 2 years working for product manufacturing.
• Adaptability: Ability to respond to shifting customer demand and market conditions.
• Customer-focused: A strong sense of customer service and ensuring that orders are processed accurately and efficiently.

Additional Information :

Indefinite U.S. work authorized individuals only.  Future sponsorship for work authorization unavailable.

Work Location: Initial training will be conducted onsite to support a successful onboarding experience. Upon completion of training this role offers the flexibility to work remotely.

Salary Range: The U.S. base salary range for this full-time position is $62000 to $70000. Within the range individual pay is determined based on several factors including but not limited to work experience and job knowledge complexity of the role job location etc. 

In addition to your base salary Bosch offers a comprehensive benefits package that includes health dental and vision plans; health savings accounts (HSA); flexible spending accounts; 401(K) retirement plans with an employer match; wellness programs; life insurance; short- and long-term disability insurance; paid time off; parental leave adoption assistance; and reimbursement of education expenses. Learn more about our full benefits offerings by visiting: Pay ranges included in the postings generally reflect base salary; certain positions may include bonus commission or additional benefits.

Equal Opportunity Employer including disability / veterans.

Please note that employment is contingent upon the successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date. 

Remote Work :

No

Employment Type :

Full-time