Customer Service Team Lead (2020)

Summary: The Customer Service Lead process orders for company products and services, expedite and coordinate flow of work within or between internal departments and reviews agreements or proposed agreements for conformity to company rates, rules, and regulations by performing the following duties.

Responsibilities/Duties: include the following. Other duties may be assigned. Minimum expectations include but are not limited to:

• Prioritize, schedule, and delegate work assignments.
• Monitor team performance, provide ongoing feedback and coaching.
• Establish, implement, and maintain customer service standards, policies, and procedures.
• Ensure the continuous, on-going improvement of processes and methods to maintain and improve the quality of customer service.
• Ensure customer service personnel maintain and improve customer goodwill during contact periods.
• Develop item pricing and regularly update pricing as needed on the corresponding spreadsheets.
• Address and resolve escalated customer complaints whenever staff cannot handle them.
• Develop and maintain customer relationships with major customers.
• Participate on cross-functional teams with manufacturing, engineering, quality assurance, and shipping to address and resolve customer problems.
• Supports customer service by assisting dept with sales calls, processing new orders, samples and coordinating shipping releases.
• Recommend product or service modifications or improvements based on information gathered from customer service experiences.
• Ensure the completion and maintenance of all required paperwork, documentation, files, records, etc.
• Ensure compliance with all housekeeping procedures, and all quality and safety regulations.
• Write up product descriptions and ensure product is correctly priced and described on 1World Sync.

Supervisory Responsibility:  No.

Specific Knowledge, Skills, Licenses, Certifications, Etc:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associate’s degree in business administration, communications, marketing, or social sciences required; bachelor’s degree preferred.
• 3-5 years of experience in customer service or a combination of education and experience.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• High proficiency in MS Office Suite (Word, Excel, PowerPoint).
• Proficiency in D365 or similar ERP system and Cleo EDI strongly preferred.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, customers, and employees of the organization.
• Ability to work collaboratively in teams or committees.
• Strong organizational skills with the ability to manage multiple tasks, set priorities, and meet deadlines.
• Demonstrated problem-solving ability with a high degree of confidentiality and accuracy.
• Competency in Action Orientation, Listening, Informing, and motivating others.

Physical Requirements:

Individuals may need to sit or stand regularly. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday. Proper lifting techniques required. May include lifting up to 25 pounds for files, computer printouts occasionally. Specific vision requirements for this position include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The performance of this position may occasionally require exposure to the manufacturing areas where under certain areas require the use of personal protective equipment such as a bump cap and mandatory hearing protection. Primary environment: ambient room temperatures, lighting and traditional office equipment as found in a typical office environment. The noise level in the production areas, work environment is loud.

The above statement reflects the general details necessary to describe the principal functions of the occupation describes and shall not be construed as a detailed description of all the work that may be inherent in the occupation.