Objective / Purpose The role of the Lead Customer Account Representative is to collaborate with the Customer Service Management Team in leading the team. The Lead Customer Account Representative is to be the point person for minute-to-minute guidance for the Customer Service team members. The Lead Customer Account Representative will be focused on maintaining an organized, well-rounded work environment that is concentrated on the sales support efforts for Entec Polymers. The objective of the position is to assist the Customer Service Management Team in leading and training, while operating within Entec guidelines and procedures. The goal is to maintain an effective, efficient, and positive work environment Areas of Responsibility / Tasks Performance must reflect appropriate level of expertise and achievement of the desired results for the items listed below. The Lead Customer Account Representative will be responsible for all existing Account Representative duties as well as the following responsibilities: Participate in planning and implementation of department goals and objectives under the guidance of the Customer Service Management TeamAssist in the training of new Account Representatives and the continued training of existing Account Representatives as neededIdentify and address any concerns within the departmentSolicit feedback from the Customer Service team regarding specific training needs, areas of inconsistencies, and creative ideas and suggestionsBuild trusting relationships with team membersCoordinate Working Interviews with potential candidatesAssist with Sales Order status changes, approvals and overridesResearch, approve and enter Sales Order Adjustments for Customer ServiceMonitor, review, organize, and coach the team on a day-to-day basisApprove early departure, late arrival or additional time worked requests and coordinate unplanned coverage during absences Save and document above requests in tracking spreadsheetsShadow and have a comprehensive understanding of other departments’ work flowsWork within the Customer Service department and across department lines to enforce and improve procedures and practices. Escalate urgent matters to Supervisors or Manager as they ariseMaintain and distribute Customer Service related documents on behalf of the Management TeamEnsure IT tickets are being submitted and handled in a timely mannerReview weekly Internal Error Report and follow up with individuals with errorsAssist Management Team with coordinating team outings, team building events and other recognition effortsOther duties as assigned by the Customer Service Management Team Minimum Qualifications / Education / Certifications HS Diploma or equivalent required. College degree preferredExcellent communication skills, both written and verbalAbove average skills in Ravago Tools, as well as all Microsoft Office programs with the aptitude to quickly learn and understand additional applications, Minimum of 1 year of experience within any Ravago America’s Channel, direct experience within the Customer Service function preferredMust be detailed oriented with strong analytical skills and exceptional problem-solving abilitiesWillingness to adapt in an evolving environmentAbility to maintain high level of organization and prioritizationInnate sense of urgency that provides proactive and consistent workNatural feel or demonstrated previous experience for coaching, motivating, encouraging and interacting with individualsProven ability to work well within a team and promote strong working relationships meanwhile maintaining professional attitude and positive outlookEffectively maintains discretion Applicants must be authorized to work in the U.S.