Lead, Customer Job Description
Lead, customer
provides quality Assurance Plans (QAPs) for designated projects initiatives including: plans, training materials, process improvement, conflict resolution processes, customer feedback processes, and trend analysis.
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:
Must become familiar with the various policies and procedures to complete PSR’s and issue RMA’s and other special customer accommodations
Establishing and implementing a speaker’s bureau, speaker training, and speaker program strategies
Grows skill‐sets
Future growth
Subject Matter Expert for area of responsibility
Ensure all incoming requests are properly triaged, resolved or escalated to the appropriate levels
Configure, customize, maintain and support the ServiceDesk
Establish and monitor Service Level Agreements
Partner with Technical Training Specialist to support development and dissemination of how to guides, knowledge base, FAQ lists
Oversees that all processes are being executed to ensure accuracy in all shipping and billing of orders
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:
Banking solutions and processes of business to advise customers
HS diploma
Microsoft office skills
Protection plans and appliance rental plans
Customer service processes
Policies
Principles and processes for providing customer service
Applicable regulations
Techniques
Excel
Desired experience for lead, customer includes:
Coordinate all the Services Assurance Delivery Centers (GWC, GNOC, TSO, RESO) and GNEIC, Field Forces for First Line Maintenance and Subcons
Lead and manage all operational customer meetings
Translate contractual SLA/KPI into Operational Level Agreements (statement of work and metrics) with all T2R end-to-end stakeholders
Act as a Certified Outage Technical Manager (COTM) during system outages and high impact issues
Drive Customer Satisfaction through the established CSAT survey mechanisms (PPE & Relationship) and by providing services that are fully compliant with the SLA/KPI
Establish Escalation management according the contractual terms
Lead, Customer Examples
1
Lead, Customer Job Description
Job Description Example
Our innovative and growing company is hiring for a lead, customer. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for lead, customer
- 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
Qualifications for lead, customer
- 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
2
Lead, Customer Job Description
Job Description Example
Our company is growing rapidly and is looking for a lead, customer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for lead, customer
- 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
Qualifications for lead, customer
- 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
3
Lead, Customer Job Description
Job Description Example
Our company is looking to fill the role of lead, customer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for lead, customer
- 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
Qualifications for lead, customer
- 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
4
Lead, Customer Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of lead, customer. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for lead, customer
- 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
Qualifications for lead, customer
- 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
5
Lead, Customer Job Description
Job Description Example
Our growing company is looking for a lead, customer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for lead, customer
- 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
Qualifications for lead, customer
- 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