Customer Service & Fulfillment Team Lead
Tasks
- Coach, train, and develop team members
- Coordinate with technical logistics and order management teams
- Drive root cause improvements with quality and operations
- Enforce standardized case handling and documentation
- Execute returns RMAs and warranty processes
- Lead customer service and fulfillment specialists
- Manage fulfillment exceptions
- Monitor order status and fulfillment performance
- Oversee case and ticket queues
- Oversee team huddles metrics and priorities
- Provide daily and weekly performance summaries
- Resolve escalations and complex customer issues
- Track and analyze customer service and fulfillment KPIs
Perks/Benefits
- N/A
Skills/Tech-stack
CRM | Cause analysis | Customer support | ERP | KPI Tracking | Microsoft Office | Netsuite | Order Management | RMA processing | Return Management | Root Cause Analysis | Root cause | SAP | Salesforce | Warranty management
Education
Bachelor of Arts | Bachelor of Engineering | Bachelor of Science
Regions
Countries
States
Cities
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