Customer Service Lead

Customer Service Lead

Requirements

• High School Diploma (required) or GED.
• One year in sales, customer service, retail or wholesale experience strongly preferred.
• Microsoft office skills: must be highly proficient with Microsoft Excel and Word.
• Oral and written communication skills are a must.
• Customer service skills, and telephone etiquette.
• Good organizational skills to prioritize and multitask effectively.
• Ability to work independently.
• Ability to analyze data.
• Ability to use tact and judgment to respond to customer concerns and work cohesively with a team.
• Ability to work efficiently with frequent interruptions.

Responsibilities

• Answer and respond to all incoming customers’ telephone calls and emails in a courteous and professional manner.
• Maintain documentation of inquiries, requests and issues in customer interaction tracking database.
• Research and take action to resolve complaints/problems to the customer’s satisfaction, under direct supervision.
• Ensure customer issues are addressed in a timely manner; follow issues through to completion and partner with other departments as necessary to ensure resolution.
• Work with customers and/or other departments to ensure communication and status updates of issue resolution.
• Enter orders into the system as required in a timely and accurate manner.
• Track, maintain, update and correct orders in the system and resolve routine issues as necessary.
• Escalate issues to management as appropriate (i.e., missing or incorrect orders, order accuracy issues, etc.).
• Maintain information and data entry information in the pricing and buying system to include new item setup, contract deal information, vendor data, etc. and communicate information to cross-functional business partners (i.e., Accounting, Pricing, Space Management) as needed.
• Maintain records and files for vendor, new item and contract deal information as required.
• Review incoming information for data entry and communicate with vendors, customers or appropriate personnel to verify information as needed to ensure accuracy.
• Prepare, distribute and maintain department paperwork, records, and reports accordingly (i.e., handbills, customer labels, delivery tickets, transaction logs, customer statements, order forms, credit forms, custom customer reports).
• Review and organize records for accuracy and completeness.
• Distribute and/or deliver incoming and outgoing mail as assigned.
• May maintain delivery schedules (both holiday and non-holiday).
• Compile and coordinate data and requests for vendor profile and new item creation and maintenance.
• Communicate with outside brokers for all new items in deal packages and update the system with any changes.
• Process Vendor Price Reduction (VPR) requests.
• Coordinate items for customer meetings.
• Process Vendor Credit Memo (VCM) payments for each military commissary.
• Verify pricing for all items included in a return authorization request.
• Research, authorize and record returns, including mis-picks, damages, outdated items, and product recalls.
• Process distribution center billing rollups with DeCA.
• Contact vendor/stores directly if order is not submitted by scheduled deadline to ensure that all orders are received by the warehouse in a timely manner.
• Escalate technology related issues to IT Customer Support Center for resolution.
• Follow established severity level definitions to apply consistent sense of urgency to issues reported.
• Send credit tracker report as required.
• Work with external manufacturers to address concerns and establish corrective actions.
• Create JDA files for transportation.
• Additional responsibilities may be assigned as needed.

Preferred Qualifications

No preferred qualifications provided.