Lead, Customer Job Description
Lead, Customer Duties & Responsibilities
To write an effective lead, customer job description, begin by listing detailed duties, responsibilities and expectations. We have included lead, customer job description templates that you can modify and use.
Sample responsibilities for this position include:
Lead, Customer Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Lead, Customer
List any licenses or certifications required by the position: GC, TAC, ITIL, II, CCIE, NPS, MRPT, APICS, PMP, GB
Education for Lead, Customer
Typically a job would require a certain level of education.
Employers hiring for the lead, customer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Associates, Graduate, Business, Education, General Education, Marketing, Management, Finance, Technical, MBA
Skills for Lead, Customer
Desired skills for lead, customer include:
Desired experience for lead, customer includes:
Lead, Customer Examples
Lead, Customer Job Description
- Ensure proper use of procedures and tools including use of virus protection, security software, licensing, data backup and business record policies
- Represent dept
- Develop and execute the joint business plans, which include sales growth target by retailer, marketing plans, category plans, execution at store level
- Delivery of the Specialist Channel targets pertaining to Stockists, Distribution, Share of Shelf /screen and staff training targets
- Financial Management – controlling discretionary spend and fixed costs in line with the targets agreed with your Line Manager
- Ensure quality management of customers including communication of all promotional and trade spend activities
- Motivate the team in order for them to achieve world class business performance
- Coach the coordinators in managing and developing their teams
- Develop key employees and ensure the succession planning
- Drive a culture of personal development
- Requires proficiency in personal computer applications
- Bachelor’s degree in Liberal Arts, Business, Marketing or other related field
- Act as the single Service Assurance point of contact for the Customer and for the GPM team
- Facilitate critical Service Assurance action/recovery actions in close relationship with all Service Assurance delivery functions
- Ensure operational readiness across all T2R E2E stakeholders in new project and new technology introduction
- Represent requirements for project-specific processes & tools
Lead, Customer Job Description
- Participate in the recruitment process
- Set and drive team and individual goals in alignment with RMT European strategic plan
- Conduct performance evaluations in a timely manner for your direct reports
- Ensure proper planning of day-to-day activities within the team
- Maximize the efficiency across all functions
- Drive service level excellence through high performing team and proper planning
- Identify, plan and execute actions to meet and exceed agreed KPI’s
- Support implementation of agreed strategies and objectives for the group
- Be the first point of contact for assigned country group
- Understand, be involved and support deployment of Rosemount Customer Care strategic initiatives within the team
- Pro-actively support network performance, change management, business opportunity identification in the end-to-end lessons learned process
- Ensure legal and/or contractual activities to be performed locally
- Drive service improvement activities with the customer in conjunction with other ALU departments dealing with Blueprint compliance, Services Strategy, Lean Six Sigma programs and any other required improvement mechanisms
- Foster relationships, build customer trust, manage difficult situations, and negotiate conflicts with a technical focus
- Create an environment in which customers will be encouraged to take further steps to increase the business with ALU (up-scope)
- Perform Scope management against the contractual Terms &Conditions and align with the GPM for commercial negotiation
Lead, Customer Job Description
- Assume ownership of metrics and follow up on required actions for continuous improvement
- Give input and feedback to functional leaders in order to increase processes performances
- Ability to foresee challenges, put in place and implement action plans to solve them
- Ensure proactive 2-way communication with assigned countries & flag any abnormal situation to higher management
- Provide regular updates on team performance and initiatives to higher management
- Receives customer orders by fax, e-mail, EDI, mail or phone
- Typical duties include setting up new accounts, preparing change of address records, completing standard order forms, entering orders into Oracle, providing price quotations, verifying credit release of orders and processing credit card payment requests
- Develop in-depth awareness of all product lines, including basic characteristics, features and benefits
- Handle heavy incoming telephone call volume
- Develop and maintain good customer relations via telephone and written correspondence
- Knowledge of DWDM equipments shall be preferred
- Ability to work in a team environment and give honest and direct feedback
- Ability to navigate proficiently through multiple systems
- Masters of Business Administration or related to the job field preferred
- 3+ years’ experience in a similar role or in an international customer support environment
- Minimum of 3 years’ experience working directly with customers or sales
Lead, Customer Job Description
- Become familiar with the accounting system to answer inquiries related to account balance, invoices, payments, credits and monthly statements
- Develop clear communication skills with emphasis on telephone skills
- Resolve complaints concerning billing or service rendered
- Take ownership of all orders and follow-up as needed
- Participates in candidate interview process and provide in depth training for new hires within their region
- Accept other duties as assigned by Customer Care Management to assist with departmental workload
- Determine if credit requests are valid and that they are supported by proper documentation and authorizations
- Coordinate daily tasks of one customer service regional team
- Alert supervisors regarding resources needed to provide outstanding phone coverage, accurate order processing and product information required to answer questions on the first call
- Work with Customer Care Management to promote and encourage sales
- Excellent written and oral communication and organizational skills are required
- Superior customer service skills, ability to manage escalation situations and resolve challenging customer issues
- A high level of attention to detail and proven record of follow-through on assigned tasks
- Supervisory and office procedure skills required
- Knowledge of the cable, high-speed data and/or telecommunications industry is very helpful
- The ability to work effectively, on multiple tasks, in a fast paced, diverse environment is necessary
Lead, Customer Job Description
- Assist representatives with customer questions/escalations in a timely, thorough and efficient manner
- Coordinate and communicate with the Call Center Supervisor, to ensure efficient operations and customer satisfaction
- Conduct category business reviews, leveraging loyalty and syndicated data, to discuss the state of the business, consumer trends, key business drivers, incremental opportunities
- Conduct business due diligence on new customer initiatives to ensure viability of proceeding
- Identify challenges with our customer interfaces
- Supervise personnel that install, maintain, and monitor the operation of the organization’s desktop support
- Evaluate vendor products in hardware and software equipment and recommend purchases consistent with the organization’s short and long term objectives
- Provide PC and peripheral technical support and timely resolution of issues or escalation as needed
- Ensure that all timeframes for project deliverables are well thought out and that schedules in the project plan are followed and implemented in a timely manner
- Enforce work standards and resolve work discrepancies to ensure compliance with contract requirements
- It also requires extensive experience in the area of customer service
- Experience in a high-volume call center or telecommunications environment is desirable
- Must be PC proficient at the intermediate level
- Previous supervisory / leadership experience is desired
- Has met all the requirements of an Account Services Professional
- Ability to maintain and enhance working knowledge of continually changing trends in consumer electronics, which include but is not limited to high definition TV, fiber optics and audio/video, telephony and high speed data technology