Customer Service Lead

Contenuto del lavoro

The Customer Service Lead is responsible for making sure that all customer inquiries/requests are addressed as per customer specifications. This would include responding to customer inquiries processing orders & receipts, handling complaints in a

prompt, courteous and effective manner. Other responsibilities involve scheduling and supervision of CSR/Office Clerks.

Essential Duties & Responsibilities

• Interacts in a good working relationship with customers by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc. in a courteous and effective manner.
• Ensures Inventory count requirements are met as per SOP’s.
• Coordinates special and last minute shipping requests, expediting any order as necessary.
• Provides follow up with other departments to ensure service standards are being met.
• Assures proper invoicing of accounts by verifying electronic invoices.
• Maintains damage records and back order logs.
• Communicates customer feedback to management including any concerns or complaints.
• Acts as a liaison between the operations team and the customer in administration of the accounts, and between the accounting team and customers regarding invoicing and credit changes.
• Oversees all paperwork associated with orders and maintain the corresponding logs/files.
• Brainstorms and suggests new ideas to management on how to improve processes.
• Communicates professionally, both orally and written, to internal and external partners.
• Communicate problems, concerns, and ideas to management; assists in finding solutions.
• Trains, supports & leads new and current CSR’s on company SOP’s and customer specific requirements.
  

Requirements

• 2 or more years of related experience in customer service
• Strong computer knowledge including MS Office applications
• Excellent customer service skills
• Excellent oral and written communication skills
• Shipping software systems including UPS and Federal Express
• HS diploma or equivalent
  

Other

• Must be able to work in varying facility conditions. (Might need to work in warehouse from time to time).
• Ability/availability to work irregular or extended hours including nights, weekends and holidays as needed.
• Must be willing and able to serve as a back up to the Customer service supervisor and ensure coverage for vacation or when required.