Lead Customer Service Rep

Position Summary:  

Performs the functions of a Customer Service Representative (CSR) while assisting with the training and supervision of customer service associates.

Duties and Responsibilities:

Essential Functions:

1. Fulfills the duties and responsibilities of a CSR.


2. Provides leadership and sets a positive example for other CSRs through productivity, quality and accuracy of work, customer service skills, professionalism and compliance with company policies and procedures.


3. Continuously trains and develops CSRs on standard operation procedures (SOP).


4. Serves as a primary point of reference for CSRs regarding operational, procedural, system or customer account questions.


5. Reviews month end system reports to ensure the complete and timely billing of customers.


6. Completes forms and prepares reports as required.


7. Assist in the accounts receivable collections process with assigned customers.


8. Generate customer thank you letters.


9. Identifies continuous improvement opportunities in processes.


10. Participates in departmental or interdepartmental meetings.

Job Specifications:

1. High School diploma or GED.


2. Minimum 2 years' experience as a Customer Service Representative.


3. Thorough and working knowledge of company warehouse management system applications, Microsoft Office, and ability to type 30 wpm minimum.


4. Excellent interpersonal and communication skills, written and verbal.


5. Ability to prioritize, organize and handle multiple tasks in a fast-paced office environment.


6. Ability to work efficiently with a professional, customer friendly attitude.