Lead Associate International, Customer Service
Job Number: 10159
External Description:
About This Role: We have an exciting opportunity for an International Lead in our Customer Care Center. The International Accounts Team Lead provides leadership and operational oversight for customer service support of Replacement Components (RC) International Account customers. This role is responsible for ensuring consistent, high‑quality service delivery to RC’s strategic and high‑impact accounts, while serving as a key liaison between Customer Service, Sales, Operations, Supply Chain, and Finance.
Key Responsibilities:
Lead and support agents handling key international customer accounts
Serve as a primary escalation point for complex or high‑impact International Account issues
Ensure adherence to account‑specific processes, priorities, and service commitments
Partner with Sales, Operations, Supply Chain, Finance, and Data teams to resolve customer‑impacting issues
Monitor backlog, case aging, and volume trends to reduce risk and improve responsiveness
Provide day‑to‑day guidance to build team capability and consistency
Support onboarding and knowledge transfer for new or transitioning team members
Supports and participates in meetings with customers to address concerns, shipment delays, shipping issues, and expedite requests.
Identify opportunities for process improvement and standardization across International Account workflow
Required Qualifications
High School diploma/GED
1+ years’ experience working with VIP level customers
1+ year experience with Microsoft Word and Excel
Preferred Qualifications
Bachelor’s degree
Working knowledge of SAP, Salesforce, CRM, Phone systems, PIC and Windchill systems is desired
Proficient in MS Office (specifically Word and Excel)
Preferred experience with Power BI Strong analytical skills, accuracy and attention to detail and
Ability to communicate effectively
Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
Adaptability and flexibility to seasonality and changing business demands is critical
Job Number: 30204063
Community / Marketing Title: Lead Associate International, Customer Service
Location_formattedLocationLong: New York, US