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 necessary.
• Customer service skills, and telephone etiquette.
• Good organizational skills to prioritize and multitask effectively.
• Ability to work independently and with others.
• 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

• Train and on-board new team members on their roles and responsibilities
• Manage breaks and time sheets for associates
• Ensure all company sponsored training has been completed by team
• 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 promptly; follow issues through to completion and partner with other departments as needed 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.).
• Prepare, distribute, and maintain department paperwork, records, and reports accordingly (i.e., 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).
• Customer Credits and/or Billing Process Vendor Credit Memo (VCM) payments (military)
• 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• Research, authorize and record returns, including mis-picks, damages, outdated items, and product recalls.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 (military)
• Escalate technology related issues to IT (Information Technology) 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.
• Handle Consumer inquiries and work with internal teams to provide resolution.
• Quality Assurance Work with external manufacturers to address concerns and establish corrective actions.
• Additional responsibilities may be assigned as needed.

Preferred Qualifications

• One year in sales, customer service, retail or wholesale experience strongly preferred.