Customer Care Team Leader overseeing customer care team at Volton, leading development and performance management initiatives. Focused on process improvements in customer service delivery.
About the role
- Customer Care Supervisor managing exceptional service operations and team for third-party logistics clients at McKesson. Leading customer care delivery, driving efficiency, and conflict resolution.
Responsibilities
- Manage Customer Care operations to ensure timely resolution of customer and client inquiries related to orders, returns, and service issues
- Serve as a point of contact for escalated customer and client concerns related to Customer Care activities
- Collaborate with internal partners to resolve or redirect customer and client issues as needed
- Draft, create and implement work instructions & SOPs
- Actively participate in client and internal meetings to collaborate on service initiatives and new program implementations
- Implement process enhancements to improve efficiency and service quality
- Lead a team of Customer Care Representatives, ensuring client program coverage and adherence to SOPs and contractual KPIs
- Oversee hiring, onboarding, and training for team members
- Set clear expectations for team member performance and provide consistent performance feedback
- Facilitate effective communication and conflict resolution within the team and with customers
Requirements
- 3+ years in customer service or client liaison leadership
- Proven ability to build and maintain customer relationships
- Strong communication skills tailored to diverse audiences, including executives
- Data-driven decision-making
- Conflict management and problem-solving abilities
- Experience in coaching, interviewing, hiring, and training
- Business acumen and cross-functional leadership skills
- Proficient in MS Office Suite, especially Excel
- Attention to detail and organizational skills
- Willingness to travel up to 5%
Benefits
- Competitive compensation package
- Health insurance
- Paid time off
- Professional development opportunities
- Bonus and long-term incentive opportunities
Job title
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