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Service Operations Manager
2 meses atrás
About TD SYNNEX
We are a forward-thinking organization dedicated to staying ahead of the curve and embracing change that shapes the future. Our people are empowered, with autonomy and excellent customer service driving progress and redefining what's possible. We prioritize the wellbeing, growth, and inclusivity of our diverse workforce.
We foster a supportive work environment where every voice is valued, and ideas encouraged to flourish. As a socially responsible company, we strive for a reduced carbon footprint and efficient operations. In our UK offices, we've achieved a 19.2% reduction in energy consumption year-on-year.
Our employees appreciate the strong team environments, family feel, flexibility, caring managers, and colleagues who support each other. We offer great learning opportunities through platforms, development plans, and peer-to-peer knowledge sharing.
Job Purpose: To lead and motivate a customer service team in Lisbon, ensuring high standards and cultural alignment with local Portuguese values. This role will maintain a local presence for Iberian operations, working closely with customers and carriers.
Key Responsibilities:
- Team Supervision & Coordination: Oversee the Customer Service team, acting as a supervisor and hands-on contributor. Manage top clients, including key retail accounts, providing daily operational support and handling complex issues like complaints, claims, and after-sales service.
- Operational Support & Escalation: Resolve escalated issues and act as the main escalation point for customers and internal stakeholders. Manage task distribution and cover duties in case of team overload.
- Customer Service Analytics & Reporting: Develop customer service analytics to improve decision-making. Support KPI dashboards, reports, and presentations for senior leaders. Collaborate with internal departments to improve service processes and regularly review procedures.
Requirements:
- 1-3 years of customer service experience, preferably with supervisory responsibilities.
- Background in after-sales, client operations, or logistics and customer service.
- Strong organizational, analytical, and communication skills, with data-driven insights creation.
- Proficiency in Portuguese, English, and Spanish.
- SAP proficiency and team-oriented interpersonal skills.
What We Offer:
- Elective Benefits: Programs tailored to your country for a better lifestyle.
- Growth Opportunities: Accelerate your path to success through formal leadership and professional development programs.
- Diversity, Equity & Inclusion: Valuing every voice for success, celebrating global diversity through education, conversations, and equitable growth opportunities.
- Network & Community: Connect with peers within 30 days through onboarding and participate in business resource groups, local volunteering events, and more.
The estimated salary for this position is approximately $55,000-$65,000 per year, based on location and industry standards.
