Customer Service Team Leader

Key Responsibilities:

• Serve as the primary point of contact for international customers via email, phone, and other communication channels. Managing key customer accounts.
• Manage customer orders from inquiry to delivery, ensuring accuracy and timeliness.
• Handle and resolve customer complaints and inquiries in a professional and proactive manner.
• Coordinate with internal departments (sales, logistics, production, R&D) to ensure customer requirements are met.
• Support product development by collecting customer feedback and market insights.
• Prepare and manage quotations for customers, ensuring accuracy and timely responses.
• Maintain accurate records of customer interactions, orders, and feedback.
• Provide timely updates to customers regarding order status, shipping schedules, and potential delays.
• Continuously identify opportunities to improve customer satisfaction and service efficiency.

Qualifications:

• Bachelor’s degree in Business, International Trade, or related field preferred.
• Minimum of 3 years of experience in similar position, preferably in an export or international trade environment.
• Strong problem-solving and conflict resolution skills.
• Excellent written and verbal communication skills in English.
• Detail-oriented, organized, and able to manage multiple priorities.
• Knowledge in international business and thorough knowledge of Incoterms is required
• Experience in the food packaging is a plus

Skills and Competencies:

• Ability to remain calm and professional under pressure.
• Strong interpersonal and negotiation skills.
• Proactive approach to identifying and resolving issues.
• Customer-focused mindset with a commitment to quality service.
• Proficient in Microsoft Office and ERP systems