Description

The Lead, Customer Service monitors workflow efficiencies, manages the daily work volumes, and adjusts work schedules and staffing levels to ensure that the company's customer service goals are met. Provides support, direction, monitoring, and coaching to the assigned staff in all areas of job performance, including customer ordering processing, problem resolution, and work planning. Acts as a liaison between Director and the assigned staff to deliver information regarding business direction and department goals for the team.

Responsibilities 

• Assist Director/Manager with daily operation of call center to include mentoring, training and ensuring department and company processes are followed.
• Identifies system and workflow improvements to enhance the team's efficiency.
• Track and report on productivity measures, ensuring all employees are meeting standards and department goals are met.
• Monitor staffing needs and approve PDO requests.
• Issue resolution and escalation
• Approve cases for damaged products (up to $150.00)
• Provide feedback for assigned staff performance reviews and hr related matters.
• Assist with coaching and development for team members
• Work as lead and/or member of department projects and new National Account rollouts
• Work with team on how to increase sales and average order size by cross-selling, up-selling and offering promotional sale items
• Testing on any system issues or enhancements
• Interview and provide feedback on potential candidates for hiring purposes
• May perform other duties as assigned.

Qualifications

Education and Experience;

• High School diploma or General Education Degree (GED) required. College Degree preferred.
• 5 years Customer Service experience and/or training is required – wholesale experience preferred.
• Extensive computer and order entry experience.
• Experience in coffee industry or another specialty food product (nice, but not required)
• Proven leadership ability

Personal and Professional Skills Sets

• Accuracy and attention to detail.
• Ability to calculate figures and amounts.
• Positive attitude.
• Accurate keyboarding skills.
• Problem solving abilities.
• Good grammar, voice and diction.
• Excellent communication and people skills.
• Experience and motivated Team leader.
• Ability to make independent judgment of significant matters Strong Computer Skills - Intermediate-level in the use of MS Word and Excel.

Equal Opportunity Employer/Veterans/Disabled