Customer Service Representative Team Leader

About the role

We are looking for a Customer Service Representative Team Leader to manage a team of CSR agents at Arrow Morocco. The role involves overseeing the order‑to‑invoice cycle, ensuring high service levels and supporting post‑sales activities while driving operational excellence.

Key responsibilities

• Coach, train and support CSR team members to improve performance and engagement.
• Monitor KPIs, identify improvement areas and allocate resources effectively.
• Manage the order‑to‑invoice process, ensuring timely communication with customers and suppliers.
• Coordinate with Inside Sales, Product Management, Logistics and Asset teams to guarantee on‑time delivery.
• Oversee customer reserved inventory and handle backlog changes.
• Conduct annual appraisals and manage transition and quality‑related issues.

Required profile

• 3‑5 years of experience in customer service or related field.
• Advanced proficiency in English; additional fluency in Spanish is a plus.
• Strong communication, coordination and organizational abilities.
• Proactive, “can‑do” attitude with the ability to handle demanding situations.

Required skills

• Advanced knowledge of Microsoft Excel.

What we offer

• Permanent contract with social benefits (CNSS, CIMR, health insurance).
• Dynamic, friendly work environment within an international organization.
• Opportunities for career development in a fast‑growing company.