Team Leader, Customer Service

Belimo is the global market leader in the development, production, and marketing of field devices for the energy-efficient control of heating, ventilation and air conditioning systems. Damper actuators, control valves, sensors, meters, and gas monitors make up the company's core business. Founded in 1975, Belimo employs approximately 2,000 people in over 80 countries and is listed on the Swiss Exchange (SIX) since 1995.

Job Summary

The Team Leader, Customer Service is responsible for leading a Customer Service Representative team.

Company's Mission And Values

The objectives of this position are fully integrated to the objectives of the Company’s Mission and Values. It is the responsibility of all employees to perform their duties in accordance with Company Policy.

REPORTING STRUCTURE

The Team Leader, Customer Service is part of the Customer Service Team and reports to the Operations Manager. This position bears full responsiblity for all agreed up goals and objectives.

Job Responsibilities

• Provide daily leadership to the Customer Service Representative team and work closely with District Sales Managers ensuring a high level of customer satisfaction.
• Direct and assign work to Customer Service Professionals, monitor and evaluate performance and provide hands on leadership for all aspects of Customer Service.
• Resolve customer disputes quickly knowing when to escalate such occurrences.
• Identify and help to drive the closure of any system/workflow efficiency opportunities.
• Support the Operations Manager with questions and requests coming from quality, product management, and purchasing/planning.
• Identify and conduct training for current and new employees.
• Backup contact for Operations Manager.
• Develop team goals/objectives with the help of the Operations Manager.
• Support ERP, e-commerce, and/or After Sales activities and issues. Escalate resolution of difficult issues as needed.
• Receive direct correspondence via phone / email from external customers and Belimo outside sales staff. Provide timely responses and assist in closing out any action items from such communications.
• Same day conversion of customer purchase orders and quotations into Belimo’s ERP system (SAP). Order receipt can come in the form of e-mail, or phone.
• Provide same day order confirmations and help clarify and support customer with order discrepancies.
• Supporting order status requests, processing of return material authorizations, credits/debits, quotes, e-commerce questions including password resets and answering customer questions.
• Process expedite requests (red orders or overnight shipments).
• Primary escalation contact between customers, Technical Support, Operations, Logistics, and other internal departments.
  
  

Requirements

• Minimum level of education required is an Associate’s Degree but a Bachelor’s Degree is preferred.
• At least 4 years of direct customer service experience in a fast paced order environment is preferred.
• Demonstrated ability to lead, coach and mentor people is required.
• A background in supporting manufacturing processes or technical products is required.
• Ability to interpret complex business documents including customer purchase orders.
• Ability to professionally communicate at an elevated level of service for internal and external customers both verbally and in written form.
• Proficient typing skills with high level of accuracy.
• Proficient use of personal computer with high comfort level in using Microsoft Office Suite products (Outlook, Word, Excel, and PowerPoint)..
• Experience with Microsoft Dynamics, SharePoint and SAP a plus.
• High degree of time management and organization required.
• Must have excellent interpersonal skills and maintain both a proactive and positive attitude.
  
  

The base pay for this position ranges from $75,000 -$90,000 CAD annually with a target performance bonus of 7% of an employee’s annual base salary. Belimo is committed to paying all employees in a fair, equitable and transparent manner. Compensation is based on several factors including geographic location and may vary depending on job-related knowledge, skills, education and experience. Belimo is a total compensation company which includes a comprehensive benefits package including a full range of medical, financial, and other competitive benefits. Belimo is proud to be an equal opportunity employer. #WeAreBelimo