Customer Support Lead

Help grow a safer, cleaner, healthier future for everyone, every day.

Sensorex Summary

At Sensorex, we believe that even the most complex water analysis should be fast and simple to perform. Sensorex specializes in the design and manufacture of pH and ORP electrodes, conductivity and TDS sensors, and other electrochemical and optical measurement technologies. We’ve introduced some leading edge technologies since our initial launch in 1972, and today, we remain focused on the continual advancement of water quality monitoring products.

Trusted by over 250 market leaders in water treatment applications, Sensorex offers industry leading application support and rapid prototyping. With our strong legacy of supporting OEMs through custom offerings, as well as domestic and international distribution partners, we deliver a seamless buying experience and fast delivery. In addition to our factory and headquarters in Garden Grove, California, United States, Sensorex also has manufacturing capability in Czech Republic in support of our European customers. We offer localized support with sales and customer service representatives based in Germany, Czech Republic, and India.

Sensorex is a subsidiary of Halma plc (“Group”) under the Environmental & Analysis Sector.  Halma plc is listed on the London Stock Exchange whose purpose is to grow a safer, cleaner, healthier future for everyone every day!  Halma plc has a current market capitalization of approximately £7 billion. The group has nearly 50 businesses operating through three sectors (Medical, Environmental & Analysis, and Safety) in more than 20 countries and major operations in Europe, North and South America and Asia, supplying customers in 160 countries and employing more than 6,600 people worldwide.

Position Overview

Sensorex is seeking a Customer Support Lead to own our day-to-day frontline operations across all customer-facing channels. This role will act as the customer advocate within the organization, aligning the cross functional team around what is required to delight our customers.

This role requires a proactive approach in building and maintaining relationships with internal and external clients. This is an excellent opportunity for a service-oriented individual who enjoys working in a collaborative environment and is committed to delivering high-quality customer support.

Additionally, this position plays a key role in establishing continuous improvement initiatives and fostering a culture of process excellence to ensure a best-in-class customer experience.

Key Responsibilities

Customer Interaction

• Take ownership of customer account interactions and provide thoughtful, personalized responses to a variety of customer requests such as:
  • General Inquires
  • Account Creation / adjustments
  • Pricing
  • Product Orders/Returns
  • Invoice Inquiries
  • Payment processing

• Provide accurate information regarding products, orders, and company policies.

• Build positive relationships with customers by demonstrating active listening and problem-solving skills.
• Work closely with internal teams, including sales, production, and quality departments, to facilitate efficient customer service.

• Coordinate with the finance team to resolve billing discrepancies and ensure accurate transactions.
• Ensure adherence to company policies, including data protection and confidentiality guidelines.

Order Management

• Oversee process for customer orders to ensure accuracy, verifying details such as quantities, pricing, and shipping information.
• Establish a process for effective monitoring and tracking of order statuses, proactively updating customers on delivery timelines.
• Coordinate with production and warehouse teams to ensure timely and accurate fulfillment of orders.
• Notify customers of order delays, changes, or company updates that may impact their experience.
• Identify customer needs and proactively offer suitable solutions or alternatives.

Complaint Resolution

• Own customer issues through to resolution with thorough documentation and root cause analysis.
• Escalate unresolved issues to the appropriate department (e.g., Quality, Logistics) while maintaining proactive follow-up with the customer.

Continuous Improvements

• Support the development and refinement of internal processes, including the creation and implementation of standard operating procedures (SOPs).
• Compile regular complaint data reports, perform trend analysis, and suggest service improvement strategies.
• Serve as a mentor to other customer support team members, contributing to overall team growth and customer satisfaction.

Qualifications

• 3+ years of experience in customer service, order management, or a related field preferred.
• Strong communication and interpersonal skills with a customer-first approach.
• Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
• Proficiency in Microsoft Office Suite and experience with ERP or CRM systems is a plus.
• Problem-solving skills and the ability to handle challenging customer interactions with professionalism.

• Exceptional verbal and written communication skills.
• Bachelor’s degree preferred but not required.

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