Customer Care Team Lead

3 weeks ago

Pasig, National Capital Region, Philippines Satellite Office Full time

Team Lead, Customer Care

ABOUT US:

Design made simple for the modern home. Our passion lies in furniture and design, and it is the fuel that drives our business. We are a family-run company and aim to maintain this as we continue to rapidly grow. We're entrepreneurial. We challenge the status quo, aren't afraid to try new ideas, and we leverage our agile structure to make smart decisions and find new opportunities.

We're a people-first company and what we do wouldn't be possible without our customers. For this reason, we like to say that our collections are always customer curated. Join our team of creative and passionate individuals.

The mission of our Customer Care department is to provide exceptional service and support to our customers by delivering a responsive, seamless experience from start to finish.

Reporting directly to the Customer Care Manager, the Customer Care Team Lead will bring excellent people management and organizational skills to manage the team and our orders from receipt to shipment, including order entry, releasing, invoicing, and data management.

DUTIES & RESPONSIBILITIES:

People Management (40%)

  • Monitor daily attendance and ensure team members are punctual and adhering to their scheduled shifts
  • Conduct regular check-ins to ensure team members are actively working, meeting expectations, and aligned with daily priorities
  • Serve as the first point of contact for basic employee concerns, escalating performance or conduct issues to the appropriate Manager at HQ (Customer Care or Logistics)
  • Partner with Satellite Office HR on people-related matters including attendance, behavior, and policy compliance
  • Support onboarding and training of new hires to ensure smooth integration into the team
  • Contribute to a positive and productive team environment by promoting accountability and engagement

Order Management (60%)

  • Ensure accurate order entry, returns, and other data into our ERP system, within defined quality standards and departmental KPI's
  • Ensure on-time customer order release to Logistics and the Warehouse for processing
  • Ensure on-time invoicing and payment collection for all orders within required SLA
  • Maintain Customer records in our ERP system
  • Meet and maintain department/team reporting metrics
  • Provide backup to other customer service staff in the department

SKILLS & QUALIFICATIONS:

  • 3+ years of customer service or order management experience in a high-volume environment, with minimum 1+ year in a leadership role
  • Strong systems and computer proficiency including Microsoft Office, and ERP systems
  • Professional written and verbal proficiency in English
  • Strong ability to understand customer needs and diffuse contentious situations while remaining calm, informative and friendly
  • Ability to prioritize and organize tasks to meet deadlines and increase efficiency
  • Detail-oriented
  • Work well under pressure, independently and as a member of a team
  • Ability to manage a team, and be involved in day-to-day operations
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