Lead Customer Service Representative
We are seeking an individual for the position of Lead Customer Service Representative. The Lead Customer Service Representative serves as a liaison between Customer Service Representatives (CSRs), sales team, customers, management and other various departments. Compile systems data along with resolve customer inquiries via telephone and written correspondence in a timely and appropriate manner.
- Gathers organizes, and documents information on problem or procedures, including present operating procedures.
- Communicates with management and users to assure smooth functioning of newly implemented systems or procedures. Conducts training as needed
- Works within new systems (i.e. CRM), trains personnel in the application.
- Interacts with customers by phone or in person, performs account and order maintenance, and oversees system pricing, order entry and customer account management.
- Creates new accounts, prepares change of address records, and works with Regional Sales Manager to manage account information and orders.
- Supports insides sales and performs outbound calls to customers.
- Collects and analyzes data to evaluate current sales goals.
- Monitors monthly inventory on hand without demand. Works with RSM’s to move production and determine dispositions.
- Links Regional Sales Managers needs and concerns to internal organization to drive improvement.
- Conducts pricing analysis to ensure the goods and services stays competitive in the various market. Maintains historical pricing data on the organization. Coordinates and communicates pricing information to Regional Sales Managers and Customers.
- Reviews complaints concerning billing or service rendered and works with designated departments for investigation.
- Analyze work processes to ensure functional or project systems are applied and operating as designed. Recommend and implement changes
- Develops and/or updates functional or operational manuals outlining established methods of performing work in accordance with organizational policy. Owns department standard operating processes (SOP’s).
- Point of contact when Customer Service Manager is not available, helps drive continuous improvements and is a resource for the sales team. Act as back up with intention to grow into management role in the future
Education and Experience
- Bachelor’s degree in Business, Supply Chain or related discipline
- 1-3 years of Customer Service experience with demonstrated advancement within the role
- Experience with analysis applications
- Experience with technical, systems training
- To perform the job successfully, an individual should demonstrate the following competencies:
- Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.
- Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
- Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
- Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
- Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
- Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
- Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
- Change Management - Develops workable implementation plans; communicates changes effectively; builds commitment and overcomes resistance; prepares and supports those affected by change; monitors transition and evaluates results.
- Team Leadership - Fosters team cooperation; defines team roles and responsibilities; supports group problem solving; ensures progress toward goals; acknowledges team accomplishments.
- Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.
- Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
- Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Bi-lingual a plus