Customer Service Team Lead - MCR Safety

MCR Safety, a Bunzl company is now hiring for a Customer Service Lead, based at the headquarters in Collierville, TN.  The Customer Service Team Lead will  provide quality and efficient customer service through the daily oversight and direction of the customer service team; to assist the Dir, Customer Care with team member coaching, training and skill development to ensure customer satisfaction; to provide ongoing communication to the Dir, Customer Care with respect to: (1) areas requiring additional support and/or training, (2) overall performance of the group and/or systems and (3) general feedback as it pertains to the customer service team’s overall effectiveness.

Responsibilities:

• Investigate and resolve customers’ concerns of a complex or long-term nature.


• Communicate with Dir, Customer Care regarding areas within and ancillary to the customer service department that require improvement (i.e., people, systems, processes, etc.)


• Conduct training of customer service representatives and customer service order entry including new hire training, specific individual training needs, and on-going communication regarding products, procedures, policies, and customer service guidelines.


• Act as a liaison between the company and distribution center(s) to fulfill customer orders including daily pick ticket drop(s), communicating on same day shipment requirements, customer order status, and specific customer inquiries.


• Review, resolve, and release EDI orders.


• Answer incoming customer calls and emails providing timely and accurate information regarding order status/changes/returns, company products and programs.


• Review and resolve issues regarding orders on hold.


• Issue return goods authorizations (RGA’S).


• Partner with sales team and management to resolve discrepancies regarding payment terms, pricing, freight charges, order status, inventory, and special order handling.


• Investigate shipping and invoicing discrepancies; compiles and enters information into TRC Customer Satisfaction System (Everest); resolves any assigned actions by established deadlines; submits necessary paperwork to General & Administrative staff for customer credits and re-bills.

Requirements:

• High School Diploma required.


• Bachelor's degree preferred. 


• Must have experience in customer service, sales, or marketing, including team leading experience, or an appropriate combination of education and experience.


• Working knowledge of Microsoft Office with strong proficiency in Excel, Word and PowerPoint.


• Ability to handle stressful circumstances tactfully and timely.


• Teamwork orientation.


• Customer/client focus.


• Problem solving and analysis.


• Self-starter with good listening skills and ability to interact with people in a positive manner.


• Professional verbal and written communication skills.

What’s In It For You?

The perks of being a Bunzl team member don’t stop at being part of a great team or being values as our #1 asset. We offer a full range of benefits to help our employees take care of themselves and their families today, tomorrow, and for the future.

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  • Medical, Dental & Vision Benefits effective the 1^st day of the month after 30 days – Minimum 30 hours per week
  
  
  • Paid Time Off – Vacation, Sick, Holidays and Personal Time
  
  
  • 401K with generous company match
  
  
  • Additional benefits information can be found on the Bunzl Careers home page under Benefits and Perks
  
  
  
  

So, what are you waiting for? A new career awaits you with endless opportunities.

Bunzl is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety industries. We have grown both organically and through acquisitions to sales in excess of $10 billion.  Bunzl North America is headquartered in St. Louis, Missouri.  Bunzl North America owns and operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada and parts of the Caribbean and Mexico. With more than 5,000 employees and 400,000 plus supplies, Bunzl is regarded as a leading supplier in North America.

Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company match.

Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law.