Job Description - Client Services Team Leader (Order Managment)
JOB TITLE: Client Services Team Leader
Location: Santiago
Schedule: M-T 8:00 am - F 5:30 pm
GENERAL DESCRIPTION OR PURPOSE OF JOB:
As the direct line of support to the Client Services Supervisor, this role provides daily support and contact to customer-facing employees, including training, coaching, and mentoring while promoting and maintaining a positive work environment. Provides help and assists in all the activities related to the department.
RESPONSIBILITIES / ESSENTIAL FUNCTIONS:
Item
Responsibility/Function
%Time
1
Serve as the first level of contact and support for employees in partnership with Supervisor
Provide training for order entry and client services as applicable
Responsible for creating and maintaining an environment that promotes positive communications within the department as well as fostering teamwork and bolstering employee morale
Assist supervisor with staffing plans for optimal efficiency within the department
Assist supervisor with preparation of annual performance reviews
Provide coaching, feedback, and mentoring to employees as needed
Handle and resolve escalated customer issues
Facilitate staff meetings on an as-needed basis and disseminate information to personnel regarding process changes, process updates, and new program information as necessary
Assist supervisor with creating and implementing plan for high quality standards to ensure quality is maintained
Review 3 times a day. Region voicemail for follow-up
Schedule with other leads during peak season, including evenings/weekends when necessary.
Served as the first point of contact for the team when the Supervisor is not in the office
Other duties as assigned by Supervisor
50%
2
Monitor and review individual and group performance to ensure work is of the highest quality by conducting audit processes to (Jneff / CQM).
20%
3
Participate in continuous improvement efforts and act as liaison with the department manager and other areas of the company by helping in the development and implementation of new projects.
30%
Required:
High School degree or equivalent customer service/order processing experience
1 year minimum of Neff experience
Schedule Flexibility
Ability to train people.
Experience supervising and leading people.
Proven skills on process improvement.
Ability to coach and mentor people as well as maintain confidentiality.
Excellent verbal and written communication skills.
Able to work independently as well as part of a team to achieve goals and meet crucial deadlines.
Strong organizational, planning, and follow-up skills as well as the ability to exercise sound judgment in decision making.
Detail oriented, accuracy in dealing with data and systems.
PC skills to include a working knowledge of Microsoft Suite applications and adaptability to system updates and changes.
Strong interpersonal and communication skills with the ability to coach and mentor performance.
Ability to multi-task in a detail-oriented data and systems-driven environment.
About Jostens:
Jostens leads the student commemoration market and has been serving local communities for over 125 years. We work with thousands of K-12 schools, colleges and universities each year, and have the honor of partnering with beloved sports teams and esteemed organizations across the country. Our iconic products — like yearbooks, letter jackets, class jewelry and championship rings — keep meaningful traditions alive and inspire millions of people to celebrate their unique stories, milestone moments and biggest accomplishments every year. We have 13 first-class facilities across the globe, from North America to the Caribbean. Watch a short video about us here.
Jostens is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Jostens iconic commemoratives — like yearbooks, custom class rings and letter jackets — have been keeping school pride and traditions alive for over 125 years.
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