Team Lead, Customer Care

The Impact You'll Make

We are seeking a motivated and experienced Team Lead – Customer Care to manage and support our front-line customer service team in a fast-paced manufacturing environment. The ideal candidate will be responsible for ensuring seamless customer experience, timely order management, issue resolution, and team performance, while collaborating closely with production, coordination, and sales teams.

What You’ll Be Doing

Team Management:

• Lead, coach, and develop a team of customer service representative.
• Monitor daily workload and allocate tasks effectively to meet service level targets.
• Conduct regular performance reviews, feedback sessions, and training needs assessments.

Customer Support Operations:

• Ensure timely and accurate order processing, confirmations, and follow-ups.
• Handle escalation of customer complaints and coordinate with internal teams to ensure prompt resolution.
• Monitor adherence to service SLAs, TATs, and customer satisfaction KPIs.

Process Oversight:

• Drive improvements in order-to-cash (O2C) processes, including order entry, billing coordination, dispatch follow-ups, and returns management.
• Work closely with supply chain, production planning, and dispatch teams to align customer expectations with product availability.
• Maintain updated records of orders, delivery timelines, and customer communications.

Reporting & Analysis:

• Generate daily/weekly/monthly MIS reports on team performance, customer issues, and order fulfilment metrics.
• Analyse customer feedback and suggest areas for process enhancement or policy revisions.

Cross-functional Collaboration:

• Liaise with Sales, Logistics, Finance, and Quality departments to support smooth customer interactions.

What We're Looking For

• Any stream graduate, bachelor’s degree in business administration(preferred), Supply Chain, or related field.
• 10+ years of experience in customer service, preferably in a manufacturing or industrial environment.
• Prior experience in a team lead/supervisory role is mandatory.
• Strong understanding of ERP systems (SAP, Oracle, etc.) and CRM tools.
• Excellent communication, interpersonal, and conflict resolution skills.
• Detail-oriented with strong organizational and time management abilities.
• Ability to multitask and thrive in a deadline-driven environment

It will be an advantage if you have additional knowledge in…

• Microsoft Azure DevOps
• Requirement Management tools, i.e. Siemens Polarion ALM
• CAN communication and higher layer CAN protocols
• Version Control Management, i.e. git, SVN
• Functional Safety
• Cyber Security
ARM microcontrollers

What You'll Get from Us

Ready to Make a Difference?

If this role excites you, we’d love to hear from you! to start the conversation and learn more about where your career can go with us.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.