Customer Service Lead

Company Description

Charlie’s Produce - Who We Are

Charlie's Produce is a privately owned wholesale produce company. We are the largest privately owned produce wholesaler on the West Coast, and we are growing. The secret to our success in this industry is PEOPLE! We strive to hire the best and we reward them with a working environment that fosters loyalty, stability, innovation, and growth. Charlie’s was founded in quality, and we are proud that it is still our focus.

With a team of dedicated people who are passionate about food, supply chain, and their community we are looking for like minded individuals to help further our goal to enhance our communities through quality produce.

What We Offer

• An amazing company culture!
• Medical/Dental/Vision on the first of the month following hire.
• ESOP (Profit Sharing) and 401(k).
• Paid vacations, paid holidays.
• Pre-tax commuter benefits, and onsite parking.
• Coverage under State Sick Leave.
• 100% Prepaid College Tuition for employees and their dependents.
• Employee assistance program (EAP).
  
  

Additional Compensation Details

• $26-$29 per hour dependent on experience.
• Potential 90-day performance-based raise.
• Yearly review with possibility of increase based on performance and tenure.
  
  

Job Description

The role

Education and Experience: 3 years of Customer Service experience required. Previous Lead or Management experience preferred.

Travel Requirements: None

Work Location: In office/hybrid

Schedule: Flexible schedule is a MUST - including weekends!

The Customer Service Lead is critical in molding the overall customer experience. They serve as the vital link between the support team and the Customer Service Manager. Their responsibilities include supervising the daily functions of the customer service team, guaranteeing that every customer interaction is managed with attentiveness and effectiveness. Additionally, they aid in coordinating various Lead duties. We are seeking a candidate who is a strategic thinker with the ability to develop and implement long-term plans to achieve organizational goals. This individual should possess strong analytical skills and be able to effectively assess and address complex problems.

Responsibilities & Duties

• Lead in the training of incoming Sales Representatives and members of the Customer Service team.
• Coordinate and oversee the management of multiple standing orders for customers.
• Efficient management and processing of donation requests for our valued customers.
• Ensure the efficient organization of the Online Support folder to facilitate support for sales representatives and customers.
• Manually enter orders received via email, voicemail, or live call into the system.
• Provide assistance to the Sales and Sales Support teams in various aspects.
• Manage product allocations to guarantee that customers receive their orders promptly.
• Coordinate and oversee the management of multiple standing orders for customers.
• Track and document the daily input provided by the customer service team.
• Keep the Quick Reference Contacts sheet regularly updated.
• Review and validate customer orders received through Electronic Data Interchange (EDI).
• Attend and actively participate in Buyers/Foodservice Sales meetings.
• Assist in cross-training of all Customer Service team members.
• Assist in same-day or off-day delivery requests and recoveries.
• Coordinating with our transportation team to provide estimated time of arrival (ETA).
• Assist the AR Department by providing customers with copies of their invoices.
  
  

Qualifications

Qualifications & Requirements

• Strong verbal and written communication skills, and the ability to convey information clearly and effectively to a diverse range of audiences.
• Background in customer interaction and de-escalation.
• Effective collaboration with the customer service team.
• Proficient in Microsoft Office applications, including Excel, Word, Teams, and Outlook.
• Tenkey experience required.
• Effectively organize tasks, prioritize responsibilities, and manage time efficiently to ensure the smooth operation of daily activities within the organization.
• A positive work ethic, including traits such as reliability, punctuality, dedication, and a proactive approach to tasks. A strong sense of responsibility and adherence to professional standards is a must.
  
  

Additional Information

This is a safety-sensitive position.

This employer participates in E-Verify and will provide the Social Security Administration and if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

We do not provide H1-B sponsorships at this time.

Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation will be dependent on factors, including but not limited to, the individual’s qualifications, experience, knowledge, skills, and abilities as well as physical work location within the state.

For additional protected privacy information please visit: Privacy Policy | Charlie's Produce (charliesproduce.com)

Charlie's Produce is an Equal Opportunity Employer

Visit our Employment Page for more details or to view our privacy center: https://www.charliesproduce.com/careers/

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