Overview

Royal Corporation is the nation premier distributor of Janitorial/Sanitary Supplies and disposable foodservice & concession supplies servicing customers nationwide with distribution centers in CA, WI, TX and FL opening soon. We are seeking a full-time customer service lead who is energetic, dedicated, team player and dependable individual based in Santa Fe Springs, CA to be part of our customer service team delivering excellent customer service.

The Lead Customer Service Representative is responsible for overseeing day to day customer service support, including showroom activities, order entry, customer call handling, and first-level escalations. This position maximizes resources to ensure that all customers are handled efficiently, and courteously. The Lead Customer Service Representative will assist with cross training of all staff functions.

Pay Range: $17/hr - $19/hr DOE

Essential Duties

• Answers incoming customer calls on orders, billing, products, service and general inquiries, responding to emails and voicemails.
• Maintaining high level of professionalism with customers and establish a positive rapport with all callers.
• Processing orders and RMA received via EDI, email, fax, calls.
• Tracking shipments and providing timely information to the customer
• Updates customer information and pricing in our ERP system
• Work with management team to keep current on product knowledge and implementing our service policies.
• Work on short-term projects in supporting our customers and sales team.
• Organizing Weekly Tasks for team
• Training team members to accomplish task at hand.
• Strong Communication, problem solving and delegating tasks.
• Helping an upset customer and solving their issue at hand
• Working with Customer Service team closely to ensure Daily Tasks are completed
• Leading the team to be the best they can be for our customers

Qualifications

• Supervisory experience preferred.
• 2 years of customer service experience or related functions
• Knowledge of Excel and Word (Microsoft Office).
• Previous AS400 (Aplus) experience preferred.
• Superior customer service and escalation skills.
• Organized, great communication skills, and attention to detail.
• Process development and documentation experience.
• Ability to work well in a team environment
• High School diploma or equivalent required.

This position offers a competitive starting salary and comprehensive benefits program. 

Envoy Solutions (and its subsidiaries) is an Equal Opportunity Employer. This means that we consider all applicants for employment and employees eligible for employment without regard to race, marital status or civil union status, sex, age, color, religion, national origin, veteran status, mental or physical disability, sexual orientation and/or any other characteristic protected by law. We also provide reasonable accommodations to our applicants and employees with disabilities in order to assist them in the performance of their essential job functions.