About Franke

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Coffee Systems division is a leading global provider of state-of-the-art solutions for professional coffee making. Together with our trade partners, we are committed to delivering premium best-in-class in-cup-quality, consistency and beverage variety, as well as ensuring an outstanding customer experience through constant innovation.

About the job

The Customer Service Team Lead will primarily be responsible for assigning, delegating, and developing the Customer Service Representatives as well as backing up the Customer Service Manager.

Your tasks

• Develops, mentors and coaches subordinates to grow their potential and career paths.
• Assigns and delegates duties to subordinates.
• Monitors individual employee and department productivity and ensures department goals are met.
• Assists staff with maintaining relationships and solving problems for customers.
• Resolves escalated customer issues.
• Assists manager in controlling expenditures of department to conform with budget requirements.
• Backup Customer Service Manager in their absence.
• Performs essential duties and responsibilities of a Customer Service Representative I and II.
• Coordinates with Human Resources, all aspects of employee relations including, but not limited to, employee interviewing, hiring, coaching, counseling, disciplinary action, complaints, scheduling, training and development etc.
• Reliable attendance a must.
• Other duties as assigned.

Requirements

• Clerical Skills-Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology
• Customer Service — Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Intermediate Language Skills - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effective before groups of customers or employees of organization
• Intermediate Math Skills - Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Intermediate Reasoning Ability -Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations
• Computer Skills-Word, Excel

Education and Experience

• Associate's degree (A.A.);
• Minimum one year prior related work experience;
• Or equivalent combination of education and experience.

Contact details