Customer Service Team Lead

About the Company:

AMETEK, Inc. is a leading global manufacturer of electronic instruments and electromechanical devices with annual sales of approximately $7 billion.

AMETEK has 22,000 colleagues at more than 150 operating locations, and a global network of sales, service and support locations in 30 countries around the world.

The AMETEK Growth Model combines its four growth strategies of Operational Excellence, Strategic Acquisitions, Global & Market Expansion, and New Product Development, with a disciplined focus on cash generation and capital deployment. By executing the AMETEK Growth Model, the company seeks to generate shareholder value by doubling earnings per share over the course of each business cycle.

AMETEK consists of two operating groups, both with highly differentiated technology and leading positions in niche markets:

Electronic Instruments - a worldwide leader in the design and manufacture of advanced analytical, test and measurement instrumentation for the energy, aerospace, power, research, medical and industrial markets.

Electromechanical - a differentiated supplier of automation and precision motion control solutions, and highly engineered electrical interconnects, specialty metals and thermal management systems.

Job description:

• Act as a resource for customer service representatives, providing guidance and support on inquiries, order processing, and issue resolution
• Monitor team performance and assist with coaching to maintain service quality and adherence to policies
• Serve as the primary liaison between the team and the Customer Service Manager, escalating issues as needed
• Assist the Manager in maintaining accurate price books and ensuring updates are communicated to the team
• Help track and report on key performance indicators (KPIs) through metrics, graphs, and summaries to identify trends and improvement opportunities
• Support the Manager in ensuring all logistical tasks within the department are completed accurately and on time
• Responsible for performing all job duties while ensuring records are kept in a secure and organized manner including filing and maintaining a clean and organized workstation
• Cross train with other Customer Service Representatives to provide back-up coverage as required
• Assists colleagues to cover other areas as required
• Coordinate product pickups and deliveries, ensuring timely and accurate scheduling
• Prepare and review shipment documentation, including commercial invoices, packing lists, and certifications, in compliance with customs regulations
• Communicate with international customers and freight forwarders regarding shipping schedules, documentation, and tracking updates
• Maintain visibility of shipments from start to finish, providing proactive updates to customers and internal stakeholders
• Collaborate with internal departments (manufacturing, purchasing, credit control, shipping) to meet delivery timelines and resolve delays promptly
• Review and validate order specifications, shipping instructions, and pricing in coordination with Customer Service and Sales teams.
• Continuously review and refine logistics and customer service processes to improve efficiency and customer experience
• Ensure compliance with company policies and escalate issues to the Customer Service Manager for resolution
• Reference: sVvNpxI5E1sv6OqWttFPqvQJ2D0kn60T6mWMSt5I-x1ePZdv1-1xb0MIGinJkW74

Position requirements:

• Associates degree or higher preferred.  High school diploma or general education degree (GED) may be acceptable depending on individual's experience and capabilities
• Minimum of three years related logistics experience, preferably in an international manufacturing sales organization.
• Ability to read and interpret documents such as orders, returns, and customer inquiries
• Strong customer orientation abilities along with excellent communication in English language (written and verbal), grammar, spelling and proofreading skills as well as ability to follow up effectively with all internal and external customers
• Ability to utilize access to the internet in order to gather information, and stay current with world-wide phenomena and how it pertains to international shipping
• Must have knowledge of letters of credit and other viable international forms of payment
• Must be versed in Incoterms and understand how they apply to both international and domestic shipments
• Must have a high level of understanding of export/import processes, commodity tariff classification codes, document requirements, and any other knowledge relative to the international transportation of goods
• Proficient in the use of an email client, Microsoft Office applications, in particular Word, Excel and other computer-based analytical tools to mine, organize and sort data. Must also be able to learn the use of highly specified computer programs unique to Atlas and its users
• Past experience should demonstrate the ability to perform at high levels in a fast paced-ever changing work environment
• Ability to process information accurately while multi-tasking and prioritizing tasks in a highly efficient manner
• Attention to detail, problem solving ability, clear written and verbal communication skills, good telephone manner
• trong ability to organize, improve processes and work within a team

What we offer you?

• Work in a dynamic international environment and pleasant and supporting team
• Opportunities for learning and personal growth
• Private Additional Health Insurance
• Employee Assistance Program
• And many other perks and benefits