Customer Service Lead

Description

Position Purpose Statement

The Customer Service Lead&s main area of responsibility is to act as a role model to CSR&s and acts as a liaison between the company, its clients, and operations personnel.    

Though there is a direct reporting relationship to the Customer Service Supervisor, the Customer Service Lead is in direct communication with customers and the operations department. The Customer Service Lead exhibits excellent interpersonal and interdepartmental communications and has the flexibility to accommodate customer needs and is responsible for maintaining and improving upon the efficiency and effectiveness of all areas within their direction and control.   

In addition, the position demands pro-active oversight of customer needs such as:   

• Responding, following-up and researching routine customer questions as needed to provide guidance to CSR&s 
• Troubleshooting specific customer issues to ensure timely and accurate shipping of material Communicating and coordinating with customers, transportation services, freight forwarders, steamship lines, trucking companies, the Operations department and management to ensure pre-packaged inbounds, shipment requests, inventory control, reports and other inquiries are processed in a timely and accurate manner.   

Requirements

Essential Job Functions

• Mentor all employees and create an excellent team environment Conduct training for all new employees and follow up to ensure effectiveness 
• Participate in the hiring/interviewing process for new Customer Service Department personnel 
• Be involved in customer issues, create solutions and implement them in a timely manner 
• Ensure that all procedures are reviewed and updated as needed Implement and maintain customer guidelines 
• Immediate notification to the customer of damaged and/or lost material and removal of material from inventory in WMS Communicate with CSR&s regarding occurring or potential issues with orders to ensure correct and timely communication to the customer 
• Receives and processes customer orders in an accurate and timely manner into WMS and other customer systems if applicable. 
• Monitors the loading process and status of shipments through daily examination of shipments in WMS and customer systems if applicable 
• Works with CSR to lead customer audits by instructing/helping to provide Operations with the necessary reports to conduct a pre-physical 
• Emotional Intelligence   
• Strong communication (written, verbal and listening) and interpersonal skills. 
• Demonstrates initiative, planning work and carrying out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance and undertakes additional responsibilities. 
• Ability to analyze data, evaluate situations and identify problems or opportunities, including likely causes. 
• Ability to develop factual, logical courses of action, considering resources, constraints and company values. 
• Strong attention to detail and the ability to prioritize work to meet assigned deadlines. 
• Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer within the resources that can be made available. 
• Ability to adapt quickly to change and be open to considering new approaches to solving problems and work processes. 
• Ability to build trust, gain support and influence staff to implement change without direct supervisory control. 
• Ability to multi-task in a fast paced work environment. 
• Strong commitment to continuous self improvement. 
• Strong organizational skills. 
• Must be team oriented with a commitment to working effectively with the Customer Service group or those outside formal lines of authority to accomplish both departmental and organizational goals   

Qualifications Education and / or Experience

• Bachelor's degree (B.A.) from four-year College or university; or four to ten years related experience and/or training; or equivalent combination of education and experience.
• Language Skills
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. 
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of organization. 
• Mathematical Skills

Intermediate Skills:

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. 
• Ability to apply concepts of basic algebra and geometry. 
• Reasoning Ability 

High Skills:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 
• Computer Skills  

To perform this job successfully, an individual should have:

• Strong working knowledge of MS Office Suite (Excel, Word, PowerPoint); and Outlook
• Strong working experience with SAP and a Warehouse Management System 

Physical Demands

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Work EnvironmentWhile performing the duties of this Job, the employee is occasionally exposed to outside weather conditions.