What are the responsibilities and job description for the Customer Service Lead - SGC position at Holman Logistics?
Job Details
Description
Schedule: Thurs 12pm-6:15pm, Fri-Sun 6am-6:15pm
Compensation: $22.50 $2 shift differential
Essential Functions
Description
Schedule: Thurs 12pm-6:15pm, Fri-Sun 6am-6:15pm
Compensation: $22.50 $2 shift differential
Essential Functions
- Responds professionally and timely to inquiries, issues, and concerns of Holman’s customers.
- Provides first level assistance to Customer Service Representatives (CSR’s) and assists in their training
- Provides feedback to the Customer Service Supervisor on the quality of work and needs of the CSR’s.
- Bring any large issues to the attention of the Customer Service Supervisor, General Manager, and other appropriate personnel.
- Addresses customer and carrier concerns; completes action items; resolves issues within policy and state guidelines.
- Investigate any errors in the inbound (IB) and outbound (OB) process that led to inaccuracies; find root cause and take the initiative to correct.
- Captures revenue for special requests and for daily activities based on the rates established for the customer.
- Attend and participate in any required company or customer meetings when role appropriate.
- Generates various reports as necessary for account status tracking purposes.
- Maintains electronic customer files in accordance with record retention requirements.
- Reliable attendance at scheduled shifts.
- Performs all duties in conformance with appropriate safety and security standards.
- Performs all other duties as assigned and needed.
- Attendance – Ability to work required schedule and arrive at work on time. Ability and willingness to work voluntary/mandatory overtime that is required during the busy season. Ability to work days, nights, weekends, and holidays.
- Communication – Ability to effectively communicate in writing and verbally in a courteous and professional manner with others. Ability to understand and follow verbal and written instruction.
- Mathematics – Ability to perform basic math (addition, subtraction, multiplication, and division) in all units of measure using whole numbers, fractions, and decimals.
- Language – Ability to identify and compare letters and numbers. Ability to read and interpret documents such as receivers, invoices, operating instructions, and procedure manuals. Ability to read and write simple sentences.
- Diversity Oriented – Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type.
- Relationship Building – Ability to establish and maintain effective working relationships with customers, co-workers, and management.
- Productivity – Completion – Ability to complete necessary paperwork neatly and accurately and according to established guidelines.
- Paperwork – Verification – Ability to verify paperwork necessary to ensure customer is receiving correct product.
- Organized – Ability to follow a systematic method of performing a task.
- Accountability – Ability to accept responsibility and account for his/her actions.
- Accuracy – Ability to perform work accurately and thoroughly.
- Adaptability – Ability to adapt to change in the workplace.
- Autonomy – Ability to work independently with minimal supervision.
- Safety Awareness – Ability to identify and correct conditions that affect Team Member safety.
- Education – High School graduate or General Education Degree (GED) preferred.
- Experience – One (1) year of related experience in a warehouse or manufacturing environment and customer service experience.
- Computer Skills – Basic computer or tablet skills; basic office equipment. High Jump experience a plus.
Salary : $23