Customer Service Lead(In-person position)
Brook Park, OH
Full Time
Mid Level
We are looking for a self-motivated individual with excellent computer skills, organizational skills and communication skills to head our Customer Service Team!
JOB TITLE: Customer Service Lead CLASSIFICATION: Full-Time, Non-Exempt
REPORTS TO: General Manager, Director of Operations, and/or Director of Logistics
BASIC FUNCTION:
The Customer Service Lead is responsible for maintaining customer service functions and oversees clerical associates. The Customer Service Lead will ensure that functions are performed in an efficient and accurate manner. The Customer Service Lead will provide back up for all Customer Service Representatives and support the General Manager and VP of Business Development and Customer Experience to ensure that all customer service goals and objectives are met. The Customer Service Lead will work alongside the Operations Manager and/or General Manager and assist the Director of Operations in the areas of training, procedure development and implementation, documentation, customer inquiries, system knowledge and development, and monitoring and auditing of processes and procedures.
QUALIFICATIONS AND REQUIREMENTS:
The hours are Monday-Friday, 8am-4:30pm with a starting rate of $23/hour.
JOB TITLE: Customer Service Lead CLASSIFICATION: Full-Time, Non-Exempt
REPORTS TO: General Manager, Director of Operations, and/or Director of Logistics
BASIC FUNCTION:
The Customer Service Lead is responsible for maintaining customer service functions and oversees clerical associates. The Customer Service Lead will ensure that functions are performed in an efficient and accurate manner. The Customer Service Lead will provide back up for all Customer Service Representatives and support the General Manager and VP of Business Development and Customer Experience to ensure that all customer service goals and objectives are met. The Customer Service Lead will work alongside the Operations Manager and/or General Manager and assist the Director of Operations in the areas of training, procedure development and implementation, documentation, customer inquiries, system knowledge and development, and monitoring and auditing of processes and procedures.
QUALIFICATIONS AND REQUIREMENTS:
- Authorized to work in the United States
- Ability to lift 30 pounds and safely lift, turn, position and transfer product accordingly
- Must have strong communication skills, both oral and written
- Must have a satisfactory background check
- Must comply with OSHA and MSDS Standards
- Must have the flexibility to work any shift required by customer and business needs
- 2-3 years customer service experience, preferred
- 1-2 years warehouse experience, preferred
- 1-2 years of supervisory experience required
- Must possess the appropriate computer experience (i.e. Microsoft Office, SAP, WMS)
- Ability to multitask and work in an organized manner
- Supervise all customer service and clerical personnel
- Provide training programs for customer service representatives to ensure that NCL procedures are understood and adhered to
- Conduct weekly, monthly, and quarterly training sessions
- Participate in and lead Process Improvement Teams to ensure current processes meet internal and external customer needs, along with suggesting and/or reviewing process improvements or new procedures
- Oversees and performs all duties and responsibilities of the Customer Service Representative
- Addresses more complex and non-routine customer issues and requests
- Develops and ensures all account procedures are properly documented and meet account needs to include inbound receipts, outbound order processing, invoicing, reports generation, customer communication, labeling, EDI, database set up, location records maintenance, work orders, etc.
- Assist with new account set up per NCL procedures, make initial contact with new accounts to ensure satisfaction when needed, assign new accounts to appropriate customer service representative after set up is complete
- Reviews all inventories and reconciliation and reports results to the Operations Manager/General Manager and Director of Operations
- Maintains a good working relationship with internal and external customers by responding to all inquiries and complaints concerning work orders, shipments, inventory counts, etc.
- Ensures all inbound orders are entered daily within 24 hours of inbound arrival and all orders are shipped off daily
- Assist with Elite WMS maintenance and support
- Prepares accounts for end of the month billing
- Review end of month billing for accuracy and coordinate with billing specialist as needed on billing completion
- Cross trains Customer Service Representatives on all accounts
- Prepares all Hazmat paperwork for air and ocean shipments, if applicable
- Oversees and maintains office supplies inventory
- Reviews and approves office/administrative related invoices
- Other duties as assigned
The hours are Monday-Friday, 8am-4:30pm with a starting rate of $23/hour.
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