Customer Service Team Lead - Chervon North America

Chervon is one of the world’s largest power tool and outdoor power equipment manufacturers with a rich history of innovation. Chervon’s commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools, stationary bench tools, laser and electronic equipment and outdoor power equipment. With world-class R&D, design, manufacturing, supply chain, marketing, sales, and service teams throughout the world, we do it all.

Job Summary:
Seeking a dynamic and results-oriented Customer Service Team Leader to oversee and lead a team of customer service representatives in a fast-paced call center environment. The ideal candidate will be responsible for managing day-to-day operations, ensuring high-quality customer service, achieving performance goals, and providing support, training, and coaching to customer service representatives.


Duties/Responsibilities:

• Lead, mentor, and motivate a team of customer service representatives, both onsite and from 3rd party providers, to ensure high performance.
• Manage multiple customer service queues, ensuring efficient handling of inquiries
• Conduct regular team meetings, one-on-one coaching sessions, and performance reviews.
• Handle escalated customer inquiries and complaints, ensuring timely and professional resolution.
• Monitor call queues and service levels, ensuring the team meets brand service level agreements (SLAs).
• Assist in training programs to enhance customer service skills and knowledge of company products, policies, and procedures.
• Assist in the creation and management of Standard Operating Procedures (SOPs) for the department.
• Assist with departmental reporting as needed
• Support product returns and other operational processes.
• Collaborate with cross-functional teams to ensure smooth execution of projects and tasks.

• Strong leadership, communication, and interpersonal skills.
• Ability to analyze data and performance metrics to drive improvement.
• Excellent problem-solving abilities and conflict-resolution skills.
• Proficiency in call center software and CRM systems.
• Ability to work in a fast-paced, dynamic environment.
• Project management and multi-tasking capabilities.
• Willing to work extremely close with others as tasks/roles/assignments will often crossover.
• Willing to take initiative, ask questions and when necessary, solve/resolve problems on their own.
• Possess a high level of competency as it relates to details and accuracy. 
• Ability to sit for prolonged periods of time.
• Must have the availability to work the occasional night and weekend hours when necessary.

Education and Experience:

• Bachelor’s degree or minimum of 4 years of relevant experience.
• Working knowledge with CRM and Microsoft Office applications.
• Experience managing high volume call center activity through CTI and CRM statistics.

Supervisory Responsibility:

• Oversee daily operations and ensure service level targets are met.
• Monitor, coach, and provide feedback to team members to improve performance.
• Handle escalated customer issues and resolve them effectively.
• Conduct regular performance reviews and support career development.
• Ensure team adherence to company policies and procedures.
• Coordinate schedules and manage staffing needs.

Travel:
Extremely limited, possibly 1% of time per year.

Work Environment
Chervon North America operates in a casual and fun environment. We offer a very competitive benefits package including health, dental, vision, short/long-term disability, life insurance, 401(k) and a competitive time off program.

We think Chervon is a great place to work!  Be part of our new future!  Better Tools.  Better World.
 

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