Customer Care Team Lead

Who We Are:

Truma is a medium-sized, family-oriented company with over 600 employees globally and a long history going back more than 75 years.

From our products to our people, we strive to be "Simply Better" in everything we do. If you're a motivated, results-oriented individual who wants to make a real difference in your community and role, then join team Truma today!

What We Offer:

• Competitive salaries and flexible work schedules to elevate your job satisfaction and productivity
• Company paid training and professional development allows you to grow your skill set and advance your career
• Modern, open-concept workspaces that encourage open communication and collaboration across the organization
• Excellent 401(k) retirement plan with up to 4% match, allows you to plan and save for your future
• Paid time off (PTO) and paid holidays available immediately to give you the work/life balance that you’ve been searching for
• Premium benefits including, health, dental, vision, company paid life insurance, voluntary life insurance, short-term & long-term disability are available immediately
• Tax-free Health Reimbursement Arrangement (HRA) reimburses you for qualified medical expenses
• Employee Assistance Program (EAP) offers 24/7 phone consultation with licensed health professionals and referrals to supportive resources
• Gym membership reimbursement of up to $30/month, will give you the incentive to reach your health goals
• Exciting and fun-filled team-building events that promote employee engagement and teamwork
• And much more to the best talent across North America!

What You’ll Do:

As the Customer Care Team Lead, you will oversee the day-to-day performance of the Customer Care Team, streamline the flow of customer interaction, and identify areas to improve and develop to ensure delivery of best-in-class customer experiences.

Your Accountabilities in the Role:

• Provide excellent customer care to enhance customer satisfaction
• Oversee day-to-day flow of incoming customer requests to the Customer Care team
• Handle customer service escalations with professionalism to deliver a concrete resolution
• Support the Customer Care team members with administrative and tactical needs
• Assist the Customer Care Team in processing incoming requests and entering data into the CRM
• Monitor and maintain key Customer Care metrics to ensure delivery of best-in-class customer support
• Promote high levels of customer service performance by promoting Truma’s policies and procedures
• Utilize system reports to perform data validation and ensure accurate entry of data into the system
• Assist in identifying and creating new procedures and processes for continuous improvement
• Maintains strong working relationships with GmbH (Truma Germany) Service area to ensure collaboration and open communication throughout the organization.
• Additional reporting and administrative responsibilities as defined by Department Manager

The job criteria may include other duties, responsibilities, and activities, which may change or be assigned at any time with or without notice.

Position Requirements:

• Education: Bachelor’s degree in a related field preferred; would consider a combination of Associate’s Degree or High School Diploma with direct customer service experience and/or Technical Certifications
• Experience: 10+ years of experience in Customer Service / Support capacity with increasing responsibilities
• Certifications: Technical Certifications in HVAC or RV Industry considered a plus
• Functional Skills: Strong problem resolution skills, with a technical/mechanical aptitude to learn basic product service, troubleshooting, and support for the Truma products. Strong attention to detail with the ability to proactively investigate and address customer needs. Ability to deescalate situations and manage customer relation
• Technology Skills: Advanced knowledge of Microsoft Office is required; database experience preferred. SAP and Salesforce experience a plus
• Language Skills: Strong verbal and written communication skills required
• Leadership/Behaviors: Strong customer focus and a sense of urgency is required; ability to build relationships, collaborate on best practices, and provide ongoing support to customers and team members is also important. Ability to lead a team and motivate for strong results
• Culture Match: Reliable and able to work within a close team while possessing individual accountability for the role is key. Teachable and excited to learn

Core Values that Apply to All Positions:

• Courage
• Connectedness
• Adaptability

We are an Equal Opportunity Employer