Customer Support Team Leader

Ricoh Electronics - Northampton, MA

Full-time - Mid Level

Hybrid - Northampton, MA

Machinery Manufacturing

About the position

The Customer Support Team Leader at Ricoh is responsible for managing and developing a team of customer support members to ensure high-quality service delivery to both external and internal customers. This role involves performance management, coaching, and training of team members to meet key performance indicators and enhance customer satisfaction. The leader will also engage in continual improvement projects and ensure adherence to company policies and procedures.

Responsibilities

• Manage and develop a team of Customer Support team members.
• Ensure key performance indicators are met and departmental performance is maximized.
• Provide leadership and guidance to improve customer care skills and process adherence.
• Conduct performance audits and manage outstanding activities.
• Handle performance management and absence management of the team.
• Review processes for continual improvement and adherence to Ricoh policies.
• Monitor departmental Key Performance Indicators and take remedial action as necessary.
• Assist in the selection, training, and development of personnel.
• Prepare and deliver performance appraisals for direct reports.
• Ensure customer satisfaction and resolve service complaints effectively.
• Liaise with relevant departments to maintain high levels of customer service.
• Monitor and manage departmental expenses for maximum service profitability.
• Hold regular team meetings and one-on-ones to drive improvement and engagement.
• Participate in service and company-related projects.

Requirements

• Professional knowledge in all areas of Service, gained through work experience.
• Good understanding of internal and external customer principles.
• Advanced customer handling skills for service delivery.
• Ability to communicate with all levels within the organization.
• Good presentation skills for internal presentations.
• People management skills to lead, develop, coach, and motivate the team.
• Analytical and negotiation skills.
• Numerate and literate with PC literacy.

Nice-to-haves

• Experience in a similar leadership role in customer support.
• Familiarity with performance management systems.
• Knowledge of service delivery metrics and reporting.

Benefits

• Flexible and hybrid working arrangements.
• Competitive holiday entitlement and special leave for volunteering.
• Flexible retirement plan.
• Wellbeing schemes including Employee Assistance Programme and financial protection.
• Company car or car allowance, cycle to work scheme.
• Career development and lifelong learning opportunities.