Group Leader - Customer Service

Location: Fort Mill
Posted on: June 23, 2025

Job Description:

Schaeffler is a dynamic global technology company and its success has been a result of its entrepreneurial spirit and long history of private ownership. As a partner to all of the major automobile manufacturers, as well as key players in the aerospace and industrial sectors, we offer you many development opportunities. Your Key Responsibilities Serve as the main point of contact for key accounts, building and maintaining strong customer relationships. Address and resolve customer inquiries, complaints, and issues promptly and effectively, ensuring customer satisfaction. Process orders from key accounts, ensuring accuracy and timely delivery. Lead, mentor, and develop a team of order processing specialists, fostering a collaborative and high-performance culture. Ensure the team effectively manages dedicated customer accounts, processing orders, addressing needs, resolving issues, and maintaining high levels of customer satisfaction. Serve as an escalation point for complex or unresolved customer issues, working to find prompt and effective solutions. Engage and collaborate with key accounts to understand their needs, gather feedback, and ensure a high level of service is maintained. Work closely with leadership, sales, production, logistics, transportation, and quality assurance teams to ensure seamless service delivery and address any operational challenges impacting key accounts. Monitor key account metrics, prepare regular reports for senior management, and provide insights on customer service performance and trends. Set performance goals for the team, monitor progress, and provide regular feedback and coaching to ensure targets are met or exceeded. Develop and implement strategies to enhance customer service processes, improve customer satisfaction, and support business growth. Identify opportunities for process enhancements within the customer service team. Identify training needs within the team and coordinate or deliver training programs to ensure team members have the necessary skills and knowledge. Ensure accurate and up-to-date records of customer interactions, orders, and resolutions are maintained. Maintain proficiency in basic product nomenclature. Your Qualifications Minimum: Associate degree in Business, Marketing, or a related field. Relevant work experience may be considered in lieu of a degree. Five (5) or more years of customer service experience, with at least one (1) year in a leadership or supervisory role within the manufacturing industry (experience managing key accounts is highly desirable). Proven leadership skills, including managing multiple people and accounts, handling diverse personalities, and making sound decisions with minimal management support. Excellent verbal and written communication skills, effective phone etiquette, and the ability to manage relationships across a matrix organization. Strong problem-solving skills, attention to detail, and a team-oriented approach. Effective time management skills, the ability to multitask in a fast-paced environment, and flexibility to adapt to changing needs and situations. Proficiency in ERP software and Microsoft Office (Outlook, Word, Excel, PowerPoint), with the ability to read and analyze reports. Preferred: Bachelor’s degree. Seven (7) or more years customer service experience, with two (2) or more years in a leadership or supervisory role within the manufacturing industry. Proficiency in SAP ERP software. Working knowledge of Salesforce Service Console software. Our Offering Comprehensive healthcare coverage: Employees receive access to a range of medical, dental, and vision insurance plans, ensuring their well-being and peace of mind. Generous retirement savings options: The company provides competitive 401(k) matching contributions (up to 6%), empowering employees to build a secure financial future. Professional development opportunities: The company invests in its employees' growth by offering tuition reimbursement, skill development workshops, and ongoing learning and development programs. Wellness initiatives: Employees have access to wellness programs and resources aimed at promoting physical, mental, and emotional health, fostering a supportive and thriving work environment. See all of our benefits at: Schaeffler Benefits As a global company with employees around the world, it is important to us that we treat each other with respect and value all ideas and perspectives. By appreciating our differences, we inspire creativity and drive innovation. In this way, we contribute to sustainable value creation for our stakeholders and society as a whole. Together, we advance how the world moves. Exciting assignments and outstanding development opportunities await you because we impact the future with innovation. We look forward to your application. Information on our understanding of leadership can be found here: www.schaeffler.com/leadership . www.schaeffler.com/careers Your contact Schaeffler Group USA Inc. Jason Gould Schaeffler is an equal employment opportunity / affirmative action employer. All qualified candidates will receive equal employment opportunities and consideration for employment without regard to unlawful consideration of race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, protected veteran status, or any other status protected by applicable law. Keywords: Supply Chain Management;

Keywords: , Greenville , Group Leader - Customer Service, Customer Service & Call Center , Fort Mill, South Carolina