Customer Care Team Leader

• Lead, coach, and support a team of Customer Care Specialists to deliver outstanding service.
• Monitor team performance and ensure KPIs are consistently met.
• Handle escalated customer issues and ensure timely, effective resolution.
• Collaborate with cross-functional teams to enhance processes and customer satisfaction.
• Identify training needs and support the professional development of team members.
• Foster a culture of continuous improvement and customer-centricity.

• Manage the Customer Care department's daily operations.
• Communicate closely with customers regarding spare parts orders.
• Process customer orders and ensure accurate warehouse stocking.
• Post requests in ACIGN and generate financial/logistical documents.
• Handle all operations in BPCS and 1C systems.
• Prepare and submit local reports as required.

• Proven experience in customer service, logistics, or a related field.
• Strong leadership and communication skills.
• Ability to motivate and inspire a team.
• Proactive, problem-solving mindset.
• Familiarity with CRM systems and performance metrics.
• Passion for delivering exceptional customer experiences.

• Higher education in finance, economics, or logistics.
• Practical experience in sales, inventory control, purchasing, supply chain, or logistics.
• Proficiency in MS Office; advanced Excel skills preferred.
• Knowledge of BPCS, SAP BW, and 1C systems.
• Languages: Fluent Russian, Advanced English.

• Strong leadership and problem-solving abilities.
• Team player with an analytical mindset.
• High attention to detail and accuracy.
• Ability to meet tight deadlines.
• Excellent written and verbal communication skills.
• Strong organizational skills and initiative.
• Customer- and results-oriented with a high sense of responsibility.
• Continuous improvement mindset.

Epiroc