Customer Service Team Lead

SUMMARY

Lead a team to grow and maintain key accounts in conjunction with Account Manager’s and Business Development Manager’s. Perform critical program and customer service support in order to achieve customer satisfaction. Work as a Liaison between the customer and operations to ensure Carlisle IT is represented professionally and responsibly in the industry and that our organization meets the expected level of service and quality objectives of the customer.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversight and execution of customer support functions including RFI’s, FRQs, sales order management, contract review and responding to internal and external customer inquiries.
• Translate customer and employee inquiries into Carlisle actions while applying strategic logic and problem solving.
• Establish professional and responsive relationships with customers to ensure total customer satisfaction while meeting all business profitability objectives.
• Work with Group Inside Sales Manager, Account Manager and/or Business Development Manager on customer programs and performance scorecards for assigned accounts. Follow up with customers to ensure Carlisle IT is meeting or exceeding the service level.
• Act as a liaison between customer and internal cross functions to ensure all customer expectations are communicated, understood, and met throughout the organization in a timely manner.
• Be able and willing to quickly identify issues and drive them to resolutions.
• Contribute to development of, measure, and post department metrics. Work with Group Inside Sales Manager on countermeasures to correct red metrics.
• Assist customer service representatives in setting objectives and forecasts and strive to meet them.
• Maintain up-to-date knowledge of the industry and accounts.
• Work with Group Inside Sales Manager on employee development plans and mentorship
• Factory projects in support of continuous improvement
• Training and onboarding of new customer service employees
• First level of escalation with internal or customer issues
• First point of contact for assisting team members
• Currently owns the access to all customer portals. Will gain access for and train other team members on their customers portals but will maintain oversight.
• Order supplies for customer service
• Will fill in for team members customers when they are sick or on vacation

SUPERVISORY RESPONSIBILITIES:

• Lead Sales Execution/Customer Service employees in achieving company objectives and employee development.

ADDITIONAL RESPONSIBILITIES:

• May occasionally require incumbent to work flexible hours when needed.
• Other duties as required in support of the company and/or customer service department.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Possible electrical hazards, possible fumes, airborne particles, toxic or caustic chemicals, odors, moveable mechanical parts, low to moderate noise level.

PERSONAL PROTECTIVE EQUIPMENT REQUIREMENTS

• ASTM F–2412–2005, ANSI Z41–1999, or ANSI Z41–1991 rated safety toed shoes
• Clear ANSI Z87.1 safety rated glasses
• Hearing protection, in specific locations
• Approved respiration equipment when required.

ENVIRONMENTAL POLICY

Carlisle Interconnect Technologies is dedicated to identifying and reducing the environmental impact of its operations, activities, and products. It is our commitment to comply with all applicable laws and other regulatory requirements concerning the environment. We are committed to preventing pollution and continually improving our environmental performance in all of our global operations. This will be achieved through a comprehensive Environmental Management System that provides the framework for setting and reviewing environmental objectives and targets of Carlisle Interconnect Technologies.

EXPORT COMPLIANCE DISCLAIMER

This position includes access or potential access to ITAR and/or EAR technical data. Therefore, candidates will need to qualify as a US Person which is defined as a US Citizen, or a Permanent Resident (Green Card Holder).

TRAVEL

0% - 10%

WAGE INFORMATION

In compliance with multistate Pay Transparency Laws, the hourly base pay for this position is $19.67 to $34.85 per hour. Please note that the salary information is a general guideline only. Carlisle Interconnect Technology reviews factors such as but not limited to responsibilities of the position, scope of work, candidate’s work experience, education/training, key skills, internal pay equity, as well as market considerations when extending an offer.

QUALIFICATIONS

• Minimum of two years of experience in the Aerospace and/or Military & Defense Industry or cable assembly business.
• Electrical/electronic engineering background a plus
• Working knowledge of financial reports. Understood margins, inventory turns, costs, profit and loss, etc.
• High energy and sense of urgency to meet internal and external customer expectations
• Highly motivated. Set and meet high performance standards based on excellence for the benefit of the customer, the individual, team members, and internal customers
• Maintain a professional appearance and ethical conduct
• Has a thorough understanding and operates under Carlisle IT’s policies and procedures. Has general working knowledge of the process and procedures that related to the customer service department’s “internal customers”
• Excellent verbal and written communication skills
• Computer skills to include MRP systems and Microsoft Office products.

LANGUAGE SKILLS

Ability to read, write, speak and understand English.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by and employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Combined sitting, standing, and walking throughout the day to accomplish tasks.
• Occasional lifting of up to 20 pounds
• May require occasional pushing, pulling, crouching or stooping.
• Use of motor vehicle to visit customers.
• Hearing and speaking required.
• Specific vision abilities include close and distance vision, depth perception, peripheral vision and able to adjust focus.
• Some travel may be required.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled