What are the responsibilities and job description for the Service Quality Lead position at Murrelektronik?
About Murrelektronik
Murrelektronik's success is built on our employees, innovative products, customer focus, logistics, and quality. We are proud of our position in the industry, achieved through dedication and hard work.
We strive to build long-term relationships with our customers and employees. To achieve this, we prioritize employee satisfaction and well-being. We offer various services and benefits to support this goal.
Our benefit package includes medical, dental, and vision services, tuition reimbursement, an annual uniform stipend, a flexible work environment, and more. Learn more about working at Murrelektronik and explore opportunities today.
Job Overview
The Customer Service Manager is responsible for supervising assigned customer service teams within the Customer Experience division. This role involves participating in recruitment, mentoring, and development of team members, fostering an environment where they can excel through encouragement and empowerment.
This position requires strong communication skills, the ability to guide others successfully, and a focus on improving the customer experience. The manager may be asked to fill in for other members of the Customer Experience leadership team if they are unavailable.
Key Responsibilities
- Mentorship and development of team members, including annual reviews, performance improvement plans, and employee-centric metrics.
- Developing new and existing relationships across the customer base to strengthen partnerships and create new advocates.
- Providing thought leadership to establish credibility and trust within the team.
- Establishing initiatives to encourage team growth and increase engagement.
- Managing escalated customer service-related inquiries via phone, cases, and email.
- Overseeing the complete order lifecycle, including accurate order entry, delivery updates, and invoice receipt.
- Creating and delivering pricing and availability quotes, as well as special pricing quotes as needed.
- Ensuring timely resolution of customer issues and handling escalated matters with urgency.
- Providing updates to internal cross-functional partners on customer perspectives, risks, and strategic insights.
- Collaborating with internal departments to address and resolve client issues.
- Fostering advanced familiarity with product applications.
- Scaled up and down to support the Customer Experience Leadership Team and the customer service team.
- Working with Customer Success Managers to ensure all Customer Service team members are cross-trained on the client base.
Work Environment
- Occasional travel required for this position.
