Customer Service Representative Team Leader

Customer Service Representative Team Leader

Join our dynamic Customer Service Associates team at Arrow! Our team is built on a foundation of collaboration, trust, friendliness, and positivity. If you speak English and enjoy working with others, this might be the perfect opportunity for you!

As Arrow Global Components (AGC), a part of Arrow Electronics, we are a leader in distribution and value-added services related to electronic components. We resell, customize, and distribute electronic components to our clients all over the world. Our business is based on a trusted, long-lasting network of relationships with industry leaders, both on the supplier and customer sides.

As part of our company’s growth, ARROW Morocco is strengthening its teams and is looking for a Customer Service Team Leader.

Customer Service Team Leader is responsible for managing a team of Customer Service Representatives (CSR) and overseeing the order to invoice process to meet all related goals and objectives of both Arrow and our Customer. Team Leader ensures and further develops the right service level to our customers in line with the company goals.

Customer Service Team Leader at Arrow is typically involved in:

• Coaching, training and developing the CSR team,
• Generating KPI's related to CSR performance metrics, areas for improvement and allocation of resources,
• Managing performance within the team along with annual appraisal for all team members,
• Developing processes and procedures to ensure consistent sales support and customer satisfaction,
• Transition Management,
• Coordinating any Quality issue,
• Managing a team responsible for the following:
• Order to invoice processes,
• Communication with customers, suppliers and delivering after-sales service for business customers (telephone, mail),
• Order Management,
• Close cooperation with other departments like Sales, Asset and Logistics,
• Driving on-time-delivery performance in line with customer and company goals,
• Managing and responding to all requested customer backlog changes,
• Close teamwork with Inside Sales and Product Management,
• Managing customer reserved inventory.

Who are we looking for?

Typically you would have 3-5 years of previous experience in Customer Service area,

Advance level of English plus one of the following languages in advance level, Spanish.

Great communication and coordination skills,

Good knowledge of MS Office

Excel Knowledge in advanced level

Excellent organizational skills and professional "can do & proactive" attitude,

Ability to handle demanding situations,

Customer Service oriented mindset, proactive and innovative,

Supply Chain and people management experience will be an advantage.

What is in it for you?

Full Permanent contract,

Social advantages: CNSS, CIMR, Health insurance,

Very good working atmosphere in a team of passionate collaborators,

Work culture where you can make an impact,

Dynamic environment with a friendly work atmosphere,

Fast recruitment process,

Interesting career development opportunities in a quickly growing environment,

Working within an international organization, recognized worldwide in its sector.

Arrow is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status.

Location: MA-Casablanca, Morocco (Boulevard Al Quods)

Time Type: Full time

Job Category: Business Support