Customer Service Lead

Competitive Pay: This position offers an hourly wage ranging from $33.00/hr. to $38.50/hr., depending on experience and qualifications.

Customer Service Lead

General Purpose

The Customer Service Lead assists with planning, coordinating and executing the customer service support of the organization. This individual is responsible for assisting the Operations Manager with improving the performance, productivity, efficiency and profitability of departmental and organizational operations through the provision of effective methods and strategies.

POSITION RESPONSIBILITIES include, but are not limited to the following:

• Leadership of customer service associates of one or more facilities

• Perform all base CSR functions

• Work with Commercial Team to align CSR Staff with individual Sales Staff and their Customers.

• Serve as resource for user questions regarding use of ERP and CRM

• Maintain scorecard by reviewing order stages, exception reporting, etc.

• Review daily reporting and provide corrective action for any issues or errors such as billing for price, freight or margin.

• Regularly review, evaluate, and adjust CSR workload, as needed

• Work with customer service, operations, warehouse, and/or procurement teams to facilitate customer credits and vendor returns, including approving or denying

• Respond with appropriate urgency to Customer or Salesperson issues as they involve your team.

• Coordinate hours worked, PTO and shift scheduling.

• Establish and maintain a regular standup meeting schedule with your team, communicating all needed information they should be aware of.

• Communicate knowledge of Customer Base to deliver targeted results

• Communicate knowledge of Vendor Base and best Vendor Resources for products and needed services.

• Foster an environment for employee suggestions or process improvements.

• Prepare and review reporting as needed to support your Team and others.

• Prepare, promote, drive and ensure compliance with all company policies and procedures.

• Encourage and provide training and direction to resources to build team skill set and depth.

• Miscellaneous project work, as needed

• Conduct merit and performance reviews, with the support of the Operations Manager

• Any other tasks as assigned by manager

Education and Experience:

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Associate Degree or equivalent from two-year College or technical school; or High School Diploma with five (5) years related experience; or relevant combination of education and experience

• Ability to lead a team

• Ability to perform, or ability to quickly gain the knowledge of all base CSR functions

• Proven experience in implementing operational processes

• Preferred experience utilizing an ERP

• Preferred experience within an industrial distribution and/ or manufacturing environment.

• Excellent customer relation and problem-solving skills

• Excellent leadership and decision-making skills

• Strong verbal, written, and interpersonal communication skills

• Detail oriented, including accurate data entry skills

• Capable of working independently, as well as a team member

• Interact with co-workers with a positive attitude to maintain a friendly and productive work environment

• Must be proficient in Microsoft Office Suite (Excel, Word, Outlook, Teams)

• Ability to understand written and oral English and be proficient with computer, email, spreadsheets and look up documents online

• Ability to meet the physical requirements of the job

• Ability to work in environments that may include:

• • Moving mechanical parts
  • Fumes or airborne particles
  • Painting chemicals and solvents
  • Electrical equipment

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting: Prolonged periods of sitting at a desk
• Standing: Mobility within an office environment for extended periods
• Walking: Moving around the office
• Lifting: Occasionally lifting and carrying up to 20 pounds

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Adaptability – Ability to be flexible and adjust to changes in your work environment. You can respond quickly to changing ideas, responsibilities, expectations, trends, strategies and other processes. Being adaptable also means possessing soft skills like interpersonal, communication, creative thinking and problem-solving skills.
• Accuracy - Ability to detect errors in normal course of work by standard check or routine crosscheck. Errors resulting from inaccuracy would create minor confusion, delay or expense to correct the situation.
• Dependability - Follows instructions, responds to management direction; Keeps commitments.
• Initiative - Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Customer Service - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.
• Problem Solving - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Planning/Organization - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
• Communication and Interpersonal Skills - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Demonstrates group presentation skills.
• Collaboration – Ability to work with others to achieve a common goal; Building and maintaining relationships through shared responsibility, respect, and empathy.