Customer Service Lead

Help grow a safer, cleaner, healthier future for everyone, every day.

Do you have an entrepreneurial mindset? Do you like being part of high growth, high impact environments? Are you looking for an opportunity to provide your customers with consultative support? If you have answered yes to these questions, we should connect!

The Americas AVIRE team is looking for a highly driven, highly motivated individual to take us to new heights. In this role, you will be responsible for providing outstanding service support for our customers. You will be a part of a team of Customer Support Specialists, Customer Quotation Specialists, Regional Sales Managers, Technical Support Specialists, and Marketing Communications experts with the collective goal to provide the best customer experience in the industry, supporting our customers through every stage of the buying process.

Further, you will be a part of a team that has a track record of delivering double digit compound growth while supporting each other. This position reports to the North America Customer Experience Manager.

As the Customer Service Lead, you are responsible to lead and enhance our customer service operations. This role is responsible for developing and implementing effective customer support policies and procedures, advocating for the voice of the customer, and ensuring critical KPIs are tracked and achieved.

The Customer Service Lead will oversee case management and complaint review processes to ensure timely resolution and maintain accurate reporting through tools such as PowerBI and Sales Force dashboards. A key focus will be on team development, providing regular feedback, conducting one-on-one meetings, and facilitating professional growth to build an enriching work environment. This role also includes ensuring a seamless onboarding experience for new customers while maintaining exceptional customer support standards.

• Responsible for the development and implementation of effective Customer Service Support policies and procedures.
• Advocate for the voice of the customer across all departments.
• Support and track critical KPIs for the team to ensure sustainability and drive a culture of continuous improvement. Ensure accuracy of PowerBI reports and Sales Force case management dashboards.
• Ensure case management and complaint reviews process. Ensure all complaints are followed up in a timely manner.
• Develop talent to ensure optimal performance, drive growth, and build an enriching work experience for the team.
• Supports the team with regular one-on-one meetings, providing feedback and facilitating growth conversations.
• Provides thoughtful leadership through effective goal setting, delegation, communication and development.
• Effectively maintains communication, coordination, and working relationships with company personnel and management.
• Works closely with other departments - including other company sites - to drive change, implement processes, hit timelines, and do so in a sustainable way.
• Ensure a seamless new customer set up.
• Perform other duties as assigned.

• Action-Oriented Curiosity:
  You readily take on challenges, and you identify and seize new opportunities. You have an outstanding history of delivering on your projects. You work on the problems that truly need solving, and you effectively challenge the organization to be better. You can cut through the clutter and focus on the priorities that align with organizational objectives.
• Collaboration :
  You embrace the unique experiences, viewpoints, and abilities of your teammates and proactively engage those differences to come to the best possible outcome. Creating an effective sales team is incredibly motivating to you, and you put your employees first recognizing that you succeed only when they succeed.
• Empowerment :
  You thrive in an environment where you can make decisions. You do not shy away from taking a stand, and you recognize the importance of challenging the team to ensure that we strive for more. You also empower your employees to make decisions giving them the tools to do so successfully.
• Accountability:
  You take responsibility for your actions, and you deliver on your commitments. You hold the members of your team to high standards while ensuring they have the support that they need to reach those lofty goals.
• Inclusion:
  In all aspects of your work, you treat everyone with respect.

• Be a role model for the team by demonstrating…