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.