Job Title: Customer Service Lead

Job Objective: The Customer Service Lead will use their detail and organizational skills to support field service coordination and order entry. This position will be the backbone and driving force to ensure on time delivery of orders and job documentation. This position will be responsible for maintaining and improving our customer databases and order entry process. The ideal candidate will ensure all jobs are entered on time and required parts or equipment is ordered on time. If required, completed jobs will be reconciled on time in preparation for final invoicing to the customer. The Customer Service Lead will be a confident communicator to ensure clear communication with internal and external customers. Working knowledge of project coordination and order entry experience is required.

Essential Duties and Responsibilities: In addition to the essential job functions described below, all associates will perform duties as requested by management. Assigned responsibilities and duties may vary based upon location size and operation.

Service / Operations:

• Daily Management of the projects using communication from the Service Managers and Customers.
• Leading daily team meetings to ensure the team is properly assigned and help is provided where necessary.
• Coordinate CSR priorities based on the service schedule to ensure work orders and job documentation are generated and distributed timely.
• Ensure the jobs are ordered and paperwork generated and issue timely.
• Track and maintain all open service orders to ensure timely processing through job closure.
• Review completed paperwork and ensured the service orders are reconciled in the system accurately and timely.
• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with internal and external customers.

General Responsibilities:

• Work with internal management for order issue resolution.
• Ability to assist the team based on capacity overload or priorities.
• Answer customer service phone calls and emails regarding orders, service or general questions in a professional manner.
• The Customer Service Lead may have direct reports.

Knowledge Skills & Abilities Requirements

• Education: High School degree or equivalent required.
• Experience: 5 years of Customer Service experience.
• Supervision experience preferred.
• Project coordination experience preferred.
• Detail oriented required and excellent organizational skills required
• Ability to multi-task effectively
• Good prioritization skills required
• Flexible and adaptive to change
• Good follow through skills
• Confident and clear communicator
• Proficiency in Microsoft Office applications required

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Equal Opportunity Employer/Disability/Veterans

RelaDyne, and its affiliates, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ethnicity, sex, age, gender identity, sexual orientation or identity, genetic information, status as a protected veteran, status as a qualified individual with disability, or any other protected class status.

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