Call Center Team Lead

Job Description:

SUMMARY

This position is responsible for tactical day to day work instructions while leading a team of non-exempt employees to provide exceptional customer service by responding to customer questions, complaints, inquiries, and orders for the organization’s products and/or services. Position requires strong problem-solving skills and ability to be accurate.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

• 50% Efficiently and effectively manage large number of incoming communications and customer requests (quotes, order entry, tracking, returns) while delivering exceptional customer experience which may include assigned accounts and third-party vendors

• Develop strong relationships with customers by understanding their needs and recommending solutions creating customers for life
• Provide compliant, accurate, valid, and complete information for the customer by using the right methods/tools
  • Responsible for management of order entry and group emails to ensure timely order entry and issue resolution through professional phone skills, emails, and team involvement.
  • Communicate customer requirements to internal customers to ensure proper execution at the time of service.
• Ensure that all contractual commitments are being met throughout all stages of the process.
• Act as a liaison between internal customers and the customer/dealer to provide ongoing, consistent, timely communication.
• Plan, direct, supervise and evaluate workflow.
• 50% Train, assist and lead other assigned Customer Care Representatives with all aspects of customer service when needed

• Responsible for application and day-to-day organizational policies and procedures.
• Identify and facilitate process simplification to drive improved customer service in cooperation with Customer Care Supervisor/Manager
• Drive and clarify processes for internal and external customers.
• Coordinate and monitor work activities to achieve expected volumes and operational requirements.
• Identifies and directs training needed by team based on analysis of issues and inquiries
• May make hiring decisions and conduct performance appraisals
• Responsible for special price concessions, quotes, bid allowances, adjustments, and discounts.
• Other duties and special projects assigned by Management.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

• Associates Degree preferred or high school diploma/GED with equitable years customer service experience.
• 4 years customer service experience

Job —Specific Knowledge

To perform this job successfully, the individual needs to demonstrate knowledge of these areas as they relate to the primary functions of the job.

• Customer Service - highly professional demeanor with excellent telephone skills and etiquette. Utilizes various interpersonal styles and communication methods to positively assist and influence customers.
• Knowledge of distribution and supply chain operations is preferred.
• Demonstrates basic mechanical aptitude and ability to read parts manuals.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies.

Technical and Analytical Skills

• Understanding of basic math (addition, subtraction, multiplication, division, calculations of percentages).
• Ability to comprehend specifications provided within orders and translate them to the desired parts per Purchase orders.
• Basic knowledge of / working knowledge of Windows applications and Microsoft Office programs such as Word and Excel.

Time Management and Communication Skills

• Must be dependable, have good attendance, be punctual, and have a positive attitude
• Prioritizes regular workload, special tasks, and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within established time frame.
• Demonstrated ability to communicate orally with individuals from within and outside of the organization.
• Proficient with Microsoft Office Products to include Outlook, Word, and Excel
• Requires strong interpersonal skills working with internal and external customers
• Be able to handle multiple priorities in a fast-paced environment
• Possess a great attitude and professional demeanor
• Proven ability to multi-task and work independently

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is:

• Regularly required to stand; use hands to handle and talk or hear.
• Frequently required to reach with hands and arms.
• Regularly working on computer.

Working Conditions

• The noise level in the work environment is usually moderate.

Hours of Work

• Normal business hours with occasional overtime (non-exempt roles) as needed.
• Flexibility with schedule to meet critical deadlines includes a rotating shift until up to 8pm.