Customer Service Lead

Job Summary

The Customer Service Lead is responsible for overseeing the daily operations of the customer service team, addressing complex customer issues, and driving initiatives to enhance service quality. This position requires strong leadership, exceptional communication skills, and a dedication to delivering an outstanding customer experience.

Key Responsibilities

• Lead and support the customer service team, providing guidance and training as needed.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Monitor and evaluate team performance, providing feedback and coaching to improve service delivery.
• Develop and implement customer service policies and procedures.
• Analyze customer feedback and data to identify trends and areas for improvement.
• Collaborate with other departments to address customer needs and enhance service quality.
• Maintain accurate records of customer interactions and transactions.
• Prepare and present reports on customer service metrics and team performance.
• Ensure compliance with company policies and industry regulations.
• Perform other related duties as assigned.

Required Experience and Skills

• Education: High School Diploma or equivalent is required. Relevant professional experience (minimum 4 years) may be substituted for the degree requirement.
• Experience: Proven experience in a Customer Service role, demonstrating strong team leadership capability gained through a combination of direct supervision, mentorship, or serving as a process/shift lead.
• Technical Proficiency: Proficiency in internal order processing systems and MS Office Suite (advanced Excel skills preferred for data analysis). Essential ability to quickly learn and master new specialized software and digital tools.
• Process Acumen: Demonstrated ability to execute, train, and enforce compliance with established customer service procedures and policies.
• Interpersonal: Strong leadership skills, exceptional communication abilities, and proven ability to manage conflict and build cross-functional relationships.

Preferred Qualifications

• A Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Direct experience with VMI (Vendor Managed Inventory) and EDI (Electronic Data Interchange) systems.
• Knowledge of Six Sigma or other continuous improvement methodologies.

Giorgio Fresh Co. offers excellent Pay, Healthcare Benefits, Paid Time Off and 401K.

Giorgio Fresh Co., is an equal employment opportunity employer. The company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military or veteran status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The company also prohibits harassment of applicants and employees based on any of these protected categories.

Pay: From $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $25