Customer Service Team Leader

The Customer Service Team Leader serves as the primary point of contact between the company and its customers, ensuring exceptional service delivery and customer satisfaction. This role is responsible for leading daily customer service operations, resolving customer concerns efficiently, supporting internal teams, and maintaining strong customer relationships through professional and effective communication.

Key Responsibilities

• Manage incoming customer inquiries via phone, email, and in-person interactions in a professional and timely manner.
• Act as a liaison between customers, sales teams, and operations to ensure accurate communication and issue resolution.
• Identify customer needs and provide accurate product and service information to achieve high levels of customer satisfaction.
• Handle customer complaints and concerns by providing appropriate solutions, alternatives, and follow-up to ensure resolution within established timelines.
• Maintain accurate records of customer interactions, transactions, and related documentation.
• Process customer accounts, orders, and related paperwork accurately and efficiently.
• Coordinate with the sales team regarding customer orders, complaints, blanket orders, and delivery schedules.
• Monitor and maintain delivery schedules for pending blanket orders to ensure on-time fulfillment.
• Build and maintain strong, long-term customer relationships through proactive and professional communication.
• Assist in the tracking and maintaining of inventory levels.
• Ensure compliance with company communication procedures, policies, and service standards.
• Assist other departments with special projects and operational support as needed.
• Perform additional duties as assigned by the Sales Coordinator or Operations Manager.

Qualifications & Skills

• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Strong organizational skills with attention to detail.
• Proficient basic math and computer skills.
• Ability to learn and understand company paperwork, systems, and processes.
• Familiarity with Customer Relationship Management (CRM) systems and customer service best practices.
• Ability to work independently with limited supervision while managing multiple priorities.
• Flexible schedule with the ability to work various shifts, weekends, and overtime as required.
• Commitment to following company safety policies and procedures.
• Professional appearance and appropriate workplace attire.

Preferred Attributes

• Positive attitude with a customer-focused mindset.
• Strong leadership and team collaboration skills.
• Ability to remain calm and professional in fast-paced or high-pressure situations.
• Dependable, adaptable, and solution-oriented.