What are the responsibilities and job description for the Customer Service Lead position at STONE GROUND BAKERY INC?
Purpose and Scope of Position:
The Customer Service Lead provides leadership by assigning and reviewing the work of the customer service staff. They will assist with order processing, customer support, and troubleshooting. This is a critical leadership role in the successful retail sales and customer service for the Bakery.
Key Duties and Responsibilities:
Lead Customer Service team.
Assign weekly work schedules for appropriate coverage.
Assign daily tasks and organize workflow.
Assist in training staff in process and procedure to ensure accurate and safe service to our customers.
Weekly productivity review with CS Director
Assist in system audit for accuracy.
Distribute reports, schedules, brochures, photos, spec sheets, as requested.
Troubleshoot issues with orders, shortages, shipping, and delivery; communicate with multiple department supervisors for resolution.
Manage data entry and set up new customers.
Knowledge, Skills, and Abilities:
- Effective leadership and supervisory skills
- Excellent time management and scheduling skills
- Excellent communication skills; verbal and written.
- Ability to resolve internal and external conflicts quickly and respectfully.
- Ability to prioritize requests and workflow to meet deadlines.
- Ability to adjust to process, managerial and philosophical changes in the work group
- Prolonged periods sitting at a desk and working on a computer.
- Good working knowledge modern software, to include Point-of-Sale systems and Microsoft Office Suite
- Must be able to lift 15 pounds at times
Education and Experience:
- High School Diploma or GED equivalent, associate’s degree or higher preferred
- 3 years’ lead/supervisory experience for high performing teams
- 5 years’ customer service experience, working with Point-of-Sale systems and order management preferred
Salary : $20 - $22