Customer Service Rep Team Lead-MXG

Headquartered in Fort Worth, TX, TTI, Inc. is the world’s leading authorized distributor of passive, connector, electromechanical and discrete components. Just celebrating its 50th anniversary, this Berkshire Hathaway company is ever-growing and has over 100 locations in North America, Europe, and Asia! Join a winning team in a growing global organization!

What our Team Lead will do:

• Effectively supervise and ensure the optimal operation of the Customer Service team members by holding them responsible for meeting management initiatives, expectations, discipline policies, provide ongoing instructions and implementing processes and procedures.
• Ability to lead, provide training and assistance to the CSR Level I and II positions.
• Oversee day-to-day CSR team performance and workflow to guarantee exceeding the continuously evolving service expectations of the customer base, thereby enhancing the overall TTI customer experience.
• Make sure CSRs understand the importance of each customer contact (roles and responsibilities), in each account supported and their ability to affect business awarded to TTI.
• Participate in the hiring process for new team members. Conduct training, orient, onboard new hires, ensure timely and form completion of Training.
• Team Lead is responsible for identifying areas to improve within the team, work with management to implement necessary actions to enhance such areas and to keep records of the different skill levels.
• Ensures that the CSR team is aware of all the resources TTI has available and make proper use of them to increase efficiencies.
• Verifies that the needs of Sales team and Customers are being met by soliciting feedback regularly, this way ensuring that CSR team is meeting performance expectations.
• Continuously monitors the morale, healthy work environment, job satisfaction and assist the management team in keeping the CSR team motivated, challenged and ensure employee retention. He/She is responsible for advising the management team of any possible issues that could affect our remote operation.
• Initiates, establishes, and maintains highly effective relationships with internal and external business contacts of various cultures, and at all levels.
• Provides support to team members by resolving conflict, managing stressors in the workplace, and advocating for team members when needed.
• Attends and contributes to company meetings to ensure continual process and service improvements.
• Conducts regular 1:1 with all the team members. Listen to each member’s feedback and resolve any issues or conflicts.
• Escalation Management and Root Cause Analysis.
• Attendance Management.

What we look for:

• External candidates:
  • Must have experience in customer service.
  • Four or more years working in electronics distribution with exposure to the operational function.
  • Experience of 3+ years managing personnel that reports directly.
• Internal candidates:
  • Minimum 3 years of demonstrated successful performance in a Customer Service or Sales role.
  • Or 1 full year as a highly performing TTI Team Lead/Coordinator or a higher-level position.
• Requires Bachelor’s degree, business-related preferred.
• Requires 3+ years of experience.

Skills & Certifications:

• Bilingual – Written & Verbal Proficiency in Spanish/English.
• Proven literacy in using application software such as Microsoft Office, including Outlook and Word, with an emphasis on Excel.
• Strong analytical and problem-solving skills which require creative thinking.
• Excellent verbal and written communication skills, including strong listening skills.
• Strong interpersonal/teamwork skills to build effective working relationships.
• Strong customer service orientation to respond to needs promptly.
• Organized with good time management skills, including multi-tasking and the ability to reprioritize at a moment’s notice.
• Effective interaction with department managers, individuals, and groups inside and outside the organization.

What we offer our team members:

• $35,000
• 12 vacation days after the first year.
• 30 days Christmas bonus.
• Major Medical coverage, Employee and dependent coverage are available at no cost.
• $2,000 Food Vouchers
• Life Insurance coverage is company paid.
• Ongoing training throughout your employment with opportunities to participate in professional and personal development programs.
• Great culture and opportunities for growth and advancement.

Want to learn more? Visit us at Working at TTI, Inc.