Customer Care Team Lead

About the role

The Customer Care Team Lead is the primary liaison for customers while overseeing a small Customer Care team. This position blends hands‑on service with day‑to‑day supervision to ensure seamless onboarding, order processing, and post‑sales support.

Key responsibilities

• Serve as the main point of contact for customer inquiries, requests, and escalations.
• Coordinate with Sales, Supply Chain, Operations, and Finance to communicate pricing, inventory, logistics, credit, and payment information.
• Manage tickets and cases in Salesforce, meeting defined service‑level targets.
• Process orders accurately in the ERP system and generate quotations.
• Maintain master data in the ERP, including customer accounts, price lists, and part codes.
• Onboard customers to the e‑Commerce platform and provide ongoing account support.
• Handle complaints, returns (RMA) and other post‑sales activities, including sustainability initiatives.
• Supervise daily team activities, balance workload, and coach team members for high performance.

Required profile

• Proven experience supervising a small customer‑service team.
• Strong ability to manage customer inquiries, escalations, and complex cases.
• Excellent cross‑functional collaboration and communication skills.
• Detail‑oriented with a focus on delivering a high Net Promoter Score.

Required skills

• Salesforce (ticket and case management).
• ERP system usage for order processing and master‑data maintenance.
• Familiarity with e‑Commerce platforms for customer onboarding.