Customer Service Lead

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 RESPONSIBILITIESIdentifies 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.-
- 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)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 customersREQUIRED 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 capabilitiesADDITIONAL QUALIFICATIONS:
Active listening skills - Ability to ask probing questions, understand concerns and overcome objectivesAbility 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 settingStrong analytical skills, technically apt, adept at problem solving and managing escalations-
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