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Sensorex, Inc. · 3 hours ago

Customer Support Lead

Garden Grove, CA

Full-time

Onsite

Mid Level

3+ years exp

Sensorex, Inc. specializes in water quality monitoring products and is seeking a Customer Support Lead to manage day-to-day operations across customer-facing channels. This role involves advocating for customers, building relationships, and implementing continuous improvement initiatives to enhance customer experience.

Consumer ElectronicsManufacturingSensor

Responsibilities

Take ownership of customer account interactions and provide thoughtful, personalized responses to a variety of customer requests such as: General Inquires, Account Creation / adjustments, Pricing, Product Orders/Returns, Invoice Inquiries, Payment processing, Provide accurate information regarding products, orders, and company policies

Build positive relationships with customers by demonstrating active listening and problem-solving skills

Work closely with internal teams, including sales, production, and quality departments, to facilitate efficient customer service

Coordinate with the finance team to resolve billing discrepancies and ensure accurate transactions

Ensure adherence to company policies, including data protection and confidentiality guidelines

Oversee process for customer orders to ensure accuracy, verifying details such as quantities, pricing, and shipping information

Establish a process for effective monitoring and tracking of order statuses, proactively updating customers on delivery timelines

Coordinate with production and warehouse teams to ensure timely and accurate fulfillment of orders

Notify customers of order delays, changes, or company updates that may impact their experience

Identify customer needs and proactively offer suitable solutions or alternatives

Own customer issues through to resolution with thorough documentation and root cause analysis

Escalate unresolved issues to the appropriate department (e.g., Quality, Logistics) while maintaining proactive follow-up with the customer

Support the development and refinement of internal processes, including the creation and implementation of standard operating procedures (SOPs)

Compile regular complaint data reports, perform trend analysis, and suggest service improvement strategies

Serve as a mentor to other customer support team members, contributing to overall team growth and customer satisfaction

Qualification

Customer service experienceOrder managementERPCRM systemsMicrosoft Office SuiteMultitasking abilityVerbalCommunication skillsProblem-solving skillsInterpersonal skillsFast-paced environmentWritten communication