Customer Service Team Lead bei Dometic

Customer Service Team Lead

Dometic is a global market leader in the mobile living industry. Millions of people around the world use Dometic products in outdoor, residential, and professional applications. We are on a journey of continuous growth – now looking for our next star – a passionate Sales and Customer Service Team Lead within our newly formed Ecommerce capability. This position reports to the Ecommerce Manager and will work in Agoura Hills, CA.

About the position

As a Sales and Customer Service Team Lead in the Ecommerce team, you will be involved in leading, motivating, and inspiring the retail sales team to meet sales and service goals by driving customer satisfaction, creating a welcoming retail environment, and ensuring all customer service-related issues are addressed in a timely manner. You will be part of an exciting new organization at Dometic that is aligning our Ecommerce capabilities across the globe.

Your main responsibilities

• Motivate and support the customer service team to deliver exceptional experiences and uphold company standards.
• Ensure all customer inquiries, requests, and cases are accurately captured, tracked, and resolved in line with company policies.
• Regularly assess team performance and provide coaching, feedback, and training to help everyone deliver their best service.
• Provide leadership with regular updates on team performance, customer satisfaction, and service improvements.
• Develop, maintain, and improve Standard Operating Procedures (SOPs) and ways of working to ensure consistent, efficient, and customer-first processes.
• Communicate company policies, updates, and relevant information clearly with management and team members.
• Resolve customer complaints through appropriate channels, ensuring timely and policy-aligned resolutions that build trust and satisfaction.
• Assist with customer requests such as order placement, refunds, or exchanges, ensuring accuracy and compliance with company procedures.
• Ensure timely follow-up on all customer support inquiries to maintain satisfaction and trust.
• Work closely with management to establish timelines, responsibilities, and priorities that enhance the customer experience.
• Ensure adherence to company policies and service guidelines across the team.

What do we offer?

You are offered an interesting role in a dynamic, fast paced, and global environment with great opportunities to grow and take on new challenges. The growth at Dometic is continuous – which gives you great possibilities to evolve with the company.

• Medical/Dental/Vision Insurance
• Employee Assistance Program (EAP)
• Disability insurance (STD/LTD)
• 401 (k) with company match
• PTO
• Company defined holidays and two floating holidays for you to use as you choose
• Paid maternity/paternity leave
• Tuition assistance
• Membership reimbursement (wholesale club and gym)
• Employee discounts on our incredible products
• Opportunities to make an impact

A suitable background would be a solid experience within sales, customer service, and leadership – as well as the following qualifications and experiences:

• Ideal candidates are focused, hard-working, and curious multi-taskers.
• Knowledge of various vehicle models, especially trucks.
• Strong analytical and problem-solving skills.

To be successful in this role, we believe that you possess the following skills, competencies & characteristics:

• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, collaborative environment.
• Technical background or understanding of product development processes is advantageous.

Dometic’s Core Values

To thrive and succeed in this role, you understand the importance of our core values – Together We build our future, We play to win, We embrace change, and We walk the talk; these values reflect the heart and soul of Dometic, and they define what it takes to work here and how we do things.

Dometic operates with a hybrid policy. We see the social aspect of being in the office, meeting colleagues, having short coffee break interactions or a quick face to face meeting as key to success as we become more productive and fast paced in terms of problem solving, learning, cross-functional collaboration and not the least in a way to have fun at work!

Are you our next star? Then we would love to see your application.

Dometic is passionate about building together an inclusive and equitable working environment, that respects individual strengths, views, and experiences. We believe that diversity enables us to thrive across our differences. Be yourself and join us!

Dometic is proud to be an equal opportunity employer. Dometic evaluates qualified applicants without regard to race, color, religion, age, gender, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.