Customer Service Group Leader

We Are Bosch.

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our areas of activity are every bit as diverse as our outstanding Bosch teams around the world. Their creativity is the key to innovation through connected living, mobility, or industry.

Let’s grow together, enjoy more, and inspire each other. Work #LikeABosch

• Reinvent yourself: At Bosch, you will evolve.
• Discover new directions: At Bosch, you will find your place.
• Balance your life: At Bosch, your job matches your lifestyle.
• Celebrate success: At Bosch, we celebrate you.
• Be yourself: At Bosch, we value values.
• Shape tomorrow: At Bosch, you change lives.

Florida Heat Pump Manufacturing, located in Fort Lauderdale, Florida, is a joint venture between Robert Bosch (BOSCH Group) and Carrier Corporation. FHP Manufacturing is a leader in the production of geothermal and water source heat pumps, providing some of the most efficient heating and cooling comfort solutions in the industry.

The Customer Service Group Leader will be responsible for leading all customer service tasks, and ensuring the team consistently delivers high-quality customer support and order management.

This position must, but not limited to:             

Customer Support:

• Respond to customer inquiries via phone, email, or chat in a courteous and professional manner.
• Provide accurate product or service information to customers, addressing any questions or concerns.
• Monitor customer service interactions, ensuring all inquiries are addressed promptly and documented.
• Resolve escalated customer complaints and issues in a timely and professional manner.
• Analyze customer feedback and identify opportunities for improvement in service delivery.
• Track key performance indicators (KPIs) for customer satisfaction (Lead Times and Cancellation).
• Work closely with other departments to address customer needs.

Order Management:

• Process orders, changes, and cancellations accurately (Finish Goods and Spare Parts)
• Track and update customers on the status of their orders or requests.
• Support internal customers’ requests (i.e: Engineering orders, product audits, scrapping).
• Monitor shipping conditions and routing on sales orders for accuracy.

Basic Qualifications:

• Bachelor’s degree in a relevant field
• Proven experience in a customer service role.
• Strong communication skills, both written and verbal.
• Ability to handle difficult customer interactions with professionalism and empathy.
• Detail-oriented with a focus on delivering high-quality service.
• Strong understanding of order management systems and ERP software (e.g., SAP).
• Proficient with excel and Outlook.

Preferred Qualifications: 

• Prior leadership or supervisory experience preferred.
• 2+ years working for product manufacturing.
• Adaptability: Ability to respond to shifting customer demand and market conditions.
• Customer-focused: A strong sense of customer service and ensuring that orders are processed accurately and efficiently.

Indefinite U.S. work authorized individuals only.  Future sponsorship for work authorization unavailable.

Work Location: Initial training will be conducted onsite to support a successful onboarding experience. Upon completion of training, this role offers the flexibility to work remotely.

In addition to your base salary, Bosch offers a comprehensive benefits package that includes health, dental, and vision plans; health savings accounts (HSA); flexible spending accounts; 401(K) retirement plans with an employer match; wellness programs; life insurance; short- and long-term disability insurance; paid time off; parental leave, adoption assistance; and reimbursement of education expenses. Learn more about our full benefits offerings by visiting: https://www.myboschbenefits.com/public/welcome. Pay ranges included in the postings generally reflect base salary; certain positions may include bonus, commission, or additional benefits.

Equal Opportunity Employer, including disability / veterans.

Please note that employment is contingent upon the successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date.