Customer Service Team Leader (24 months)
Customer Service Team Leader (24 months)
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Job Description
- Ensure the consistent and effective provision of services/information to the customer base including (but not limited to): technical support follow-up of offers order management fulfilment after-sales care problem solving and other services across all media (telephone mail etc.).
- Develop and lead a commercial attitude from all CS employees: generating leads for the sales force through active listening and probing for customer requirements and opportunities.
- Ensure all quotes are chased in a timely manner and escalated to the sales force to secure the business for the company.
- Ensure communication with management is clear and focused with the customer always represented fairly and accurately.
- Develop/implement relevant customer service procedures and processes in respect of the Quality Management System and in accordance with EMERSON policies and standards.
- Develop backup and organization specific for critical business processes.
- Develop feedback or complaints procedures for customers to ensure EMERSON is fully aware of any issues in the shortest lead-time.
- Act as an expert in all areas of responsibility: coach team members in all aspects of the job.
- Replace team members when necessary to maintain the level of service.
- Drive continuous improvement: apply information and statistics to inform corrective and preventative actions followed by action plans shared across the team.
- Team Development full hierarchical and management responsibility for the team including:
- Recruitment development training appraisals disciplinary actions and coaching.
- Set agree and drive KPIs within the Customer Service team in accordance with group standards.
- Effective and efficient resource planning and delivery.
- Ensure health and safety compliance as per standards under local law.
- Develop wide market knowledge and ensure a keen awareness of EMERSONs product portfolio.
Who You Are:
You see the big picture constantly are encouraging future scenarios and build strategies to sustain competitive advantage. You deliver messages in a clear compelling and concise manner. You deliver feedback letting people know where they stand honestly and sensitively. You consistently use multiple methods to develop others. You consider multiple and varied viewpoints when addressing problems and opportunities.
- Experience in customer services management role with management of remote teams.
- Ability to work under time pressure and multi-tasking.
- Strong analytical skills ability to solve problem forward thinking.
- Excellent customer orientation.
- Proficient in English and Hungarian (Excellent verbal and written communication skills).
- Proficiency in computer tools and electronic business interfaces: Outlook email Microsoft Office SAP
- Strong management skills decision-making ability and change leadership.
- Ability to work on improve and document processes.
- Degree in Business and administration will be a plus.
Our Culture & Commitment to You:
At Emerson we prioritize a workplace where every employee is valued respected and empowered to grow. We foster an environment that encourages innovation collaboration and diverse perspectivesbecause we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship training or leadership opportunities we invest in your success so you can make a lasting impact. We believe diverse teams working together are key to driving growth and delivering business results.
Employment Type
Full-Time
