Customer Service Team Lead

POSITION SUMMARY

The Customer Service Lead serves as the point person for managing complex customer problems and is the first line of support in coordinating a group of customer service representatives. The ultimate goal in this role is to provide exceptional service and support throughout the order to cash process while serving as a resource expert to the customer service team. As this role supports both internal and external customers it requires a fine balance of meeting customer needs and expectations along with company policy and procedures. Our Customer Service Leads represent the voice of the company and also serve as a platform to educate our customers and promote the company by creating opportunities to educate, adding value by identifying opportunities and serving as a concierge of resources. In addition to being customer-facing, this role works with various stakeholders including Sales, Supply Chain, Finance, R&D, and Marketing to create an overarching approach to best in class customer service.

KEY RESPONSIBILITIES

• Identifies and solves problems that may be brought forward by other departments, and is consulted by Customer Service Representatives when problems arise with little or no precedent.
• Acts as a team leader coordinating the work of others but is not a formal Supervisor. Supports in balancing the team workload.
• Contact point with the Supervisor for escalations and/or for cascading information to the team.
• Capable of leading and managing a small project.
• Conducts peer quality and order accuracy audits. Provides clear and succinct feedback to the Supervisor for review during scheduled coaching with teaM members.

ADDITIONAL QUALIFICATIONS:

• Ability to apply knowledge of the business and marketplace to advance the organization’s goals.
• Professional communication skills – Should be able to communicate with customers, internal stakeholders, peers, and vendors both via verbally and via e-mail in a respectful and friendly manner when under stress
• Active listening skills – Ability to ask probing questions, understand concerns and overcome objectives
• Ability to build relationships by phone and e-mail
• Ability to work in a fast paced environment – Should be able to multi-task with proven follow-through and adherence to changing priorities and deadlines
• Attention to detail - Should be able to complete accurate data entry tasks
• Action orientated - Should be able self-start and follow up on feedback to ensure positive outcomes with a willingness to learn
• Collaborative team player - Should be able to establish solid working relationships with stakeholders with a friendly disposition and high energy
• Desire to challenge current processes for improvement
• Comfortable with presenting information and training in a group setting
• Candidates should have experience in working in a large, fast-paced, time-sensitive office environment
• Strong analytical skills, technically apt, adept at problem solving and managing escalations
• Ability to multi-task, prioritize and comfortable with rapid change
• Detail-oriented, self-motivated; ability to take on additional responsibilities as required and be able to work with minimal supervision
• Create open communication with customers and field sales & service so that any changes or impact on customer expectations are timely communicated (i.e. timing of service and delivery, receipt of orders, reporting)
• Answer incoming calls and emails that deal with Customers’ needs and expectations, identify and capture value-added activities, provide recommendations to resolve concerns & queries, educate Customers on company-related procedures. (i.e. Customer Programs, Logistics Discounts, Order Handling, Product Lead-times, Returns, Credits)
• As customer issues arrive, take ownership of concern(s) and resolve within Key Performance Indicators (KPIs) and when necessary, coordinate activities with other departments to ensure complete customer satisfaction
• Active participation in managing the month-end processes. (i.e. Participating in month end meetings, reporting on order management efforts, coordination of customer appointments, identifying risks to meeting target.)
• Effectively and efficiently address customers’ special needs and requirements, including resolution of complaints and issues.
• Complete new customer surveys regarding the satisfaction of installations, order handling, and product capabilities. Manage all follow-up related activities derived as an outcome of feedback received during the completion of surveys.
• Active participant in on-going training to develop expertise.
• Approach customer concerns with an owner mindset to identify the root cause and communicate with key stakeholders to avoid similar concerns
• Proactively develops and manages professional relationships with Customer contacts and internal organization to develop a network of resources.
• Resolves Customer feedback issues and involves the appropriate individuals or groups in the resolution of issues that are beyond the scope of the CSRs and ensures closure.
• Communicate frequently with management to provide updates of team progress, account specific developments, and escalation of issues or concerns
• Make recommendations and implement improvements to existing processes
• Actively participate in cross functional meetings to identify ways we can improve the service we offer to internal and external customers

REQUIRED QUALIFICATIONS:

• High School diploma or equivalent; Associate and/or Bachelor’s degree preferred
• 5 years of relevant work experience in a Customer facing role preferred.
• Knowledge of the existing Customer base, company policies and procedures.
• Advanced computer literacy (SAP, CRM Tool- CRM OD, Salesforce, Microsoft Office, Gmail and Google docs)
• Ability to work to report to work on time and perform full shift (as there is a requirement to cover different time zones)
• High speed internet access for occasional work from home capabilities

REPORTING LINE

Customer Service Supervisor