Team Leader / Project Management - Customer Support

Location

Ahmedabad | India

Job description

• The candidate is expected to entail providing leadership and supervision for a team of employees
• A customer service team leader would be responsible to drive a team of professionals who would be responsible for supporting customers internally (internal customers are our regions seeking central support) and externally (Our customers who visit factory regularly)
• It is also the duty of the team leader to manage projects, meet deadlines, and input operational information into computer systems as appropriate
• He / she manages key client projects and his / her responsibilities include the coordination and completion of projects on time within budget and within scope
• They also negotiate with third-party providers to help improve the operations in relation to quality, cost cutting, or new services
• The successful candidate will work directly with clients to ensure deliverables fall within the applicable scope and budget
• He or she will coordinate with other departments to ensure all aspects of each project are compatible and will hire new talent as needed to fulfill client needs
• A customer service team leader will often be required to familiarize new employees with policies and procedures on health, safety, quality, and security

Responsibilities of a Team Leader Commercial Operations:

• Drives a team of customer support engineers who would be responsible for providing adequate support to regions.
• Provide customer service to customers in a professional manner and ensure that they receive the best possible service.
• He would follow up on outstanding issues and help in resolving them promptly.
• Maintain a high level of knowledge about company products and services.
• Provide feedback and suggestions regarding improvements to company processes and systems.
• Resolve complaints from customers and provide solutions to their queries.
• Align self with the business strategy and objectives.
• Ensure regions are adequately supported with on-time technical support as per customer / market needs.
• Perform risk management to minimize potential risks
• Coordinate internal resources and third parties/vendors for the flawless execution of multiple projects.
• Ensure that all projects are delivered on-time, within scope and within budget.
• Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility.
• Ensure resource availability and allocation for any specific project or region.
• Develop a detailed project plan to monitor and track progress.
• Measure performance using appropriate project management tools and techniques.
• Report and escalate to management as needed.
• Manage the relationship with the client and relevant stakeholders.
• Establish and maintain relationships with third parties/vendors.
• Create and maintain comprehensive project documentation.
• Meet with clients to take detailed ordering briefs and clarify specific requirements of each project.
• Delegate project tasks based on junior staff members individual strengths, skill sets, and experience levels.
• Identify and create a strong vendor base to support expansion plan.

Team leader requirements / background

• Five to ten years of experience in customer management, project management vendor management.
• Results-oriented mindset with high energy and self-motivation.
• Bachelors degree required, preferably in a technical, scientific, or engineering field, with 5 - 7 years of experience.
• Project Management Professional (PMP) / PRINCE II certification is a plus.
• Experience with project management software tools.
• Strong leadership capabilities with a proven track record of delivering successful results and driving a team.
• Willingness to travel up to 40% of the time.
• Strong customer relationship management skills and the ability to collaborate effectively with various functional groups and peer business units.
• Excellent written and verbal communication skills, including the ability to influence others.
• Strong working knowledge of Microsoft Office products, and the ability to work effectively in a team environment to achieve position objectives. Knowledge of Power BI is a plus.
• Energetic leadership qualities with strong communication, presentation, negotiation, and influencing skills.
• Self-directed, highly detail-oriented, organized, and flexible.
• Excellent oral and written communication skills.
• Accomplishments that reflect leadership, teamwork, integrity, and accountability.
• Driven by accountability and metrics.
• Solid organizational skills including attention to detail and multitasking skills.
• Skilled in AUTOCAD similar layout software would be an added benefit

Job tags

Salary