Atlas Copco · 4 hours ago
Customer Service Lead
Houston, TX
Full-time
Onsite
Mid Level
3+ years expAtlas Copco is a company that provides solutions across various industries including electronics, medical research, and renewable energy. They are seeking a Customer Service Team Lead who will serve as a crucial link between the Aftersales leadership team and Parts Order Administrators, ensuring customer service excellence while performing order administration tasks.
Building MaintenanceBuilding MaterialCommercialIndustrial
Responsibilities
Execute the strategy and vision set forth by Aftersales leadership, ensuring alignment across customer service activities
Provide guidance and support to the Parts Order Administrators, helping resolve complex customer inquiries and operational issues
Develop, document, and implement standard operating procedures and training materials to elevate departmental efficiency and consistency
Train team members on new brands and products integrated into the Aftersales department, ensuring smooth operational transitions and consistent service excellence
Manage and optimize the Zendesk customer service platform, proactively identifying and implementing improvements to enhance customer satisfaction and department KPIs
Track data to identify and analyze trends in customer service issues, suggesting process improvements and providing feedback as a result
Prepare parts quotations, process orders, maintain SAP records, manage documentation, handle customer communications regarding order statuses, manage repair quotations, issuing Return Goods Authorizations, and ensure compliance with ISO standards
Qualification
Required
High School Diploma and three to five years working experience in a customer service role in a manufacturing or repair environment
Demonstrated leadership skills with experience influencing and guiding peers without direct reporting relationships
Experience in planning and scheduling
Expertise in customer service best practices, with a proactive approach to process improvement
Strong proficiency in Microsoft Office applications including Excel, Word, and Outlook
Experience using ERP systems, preferably SAP, and familiarity with Zendesk or similar customer service platforms
Excellent organizational skills with the ability to prioritize, make self-directed decisions, and effectively multi-task in a dynamic environment
Exceptional problem-solving skills, attention to detail, and strong interpersonal and communication skills
Preferred
Experience in developing and delivering training programs
Background in integrating new brands or product lines into existing operational frameworks
Advanced knowledge and experience with Zendesk or comparable customer service management platforms
Previous experience working cross-functionally with multiple departments to drive improvement initiatives
Project management experience with proven success in leading initiatives or improvements from concept to implementation
Company
Atlas Copco
Atlas Copco manufactures industrial tools and equipment.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
E
Eduard Franckel
Founder
Recent News
GlobeNewswire
2026-01-22
MarketScreener
2026-01-07
Company data provided by crunchbase