Customer Service Team Lead

Description

The Customer Service Team lead provides direct support to customers while mentoring new team members on company policies, communication standards, and best practices. This role is responsible for handling customer inquiries, processing orders, managing online platforms, and ensuring accurate customer records. They will utilize the ERP system (MSBC) to provide product and shipping information while collaborating with the Sales teams (US and Canada) as needed. By fostering strong relationships and proactively resolving issues, the Team Lead helps maintain a high level of customer satisfaction and service excellence. 

Essential Duties and Responsibilities: 

• Work closely with new team members to provide peer coaching on operational standards and tasks as they pertain to Customer Service. Provide coaching on company policies and best practices for resolving customer calls. 
• Respond directly to customers who may need assistance by answering calls, emails, and chat messages. 
• Responsible for assisting in new customer onboarding as needed to ensure accurate ordering and excellent customer experience. 
• Identify and assess customers’ needs by having an extensive familiarity with products to achieve a high level of customer satisfaction. 
• Help coach and mentor new Customer Service employees on the standards of communication with customers both written and verbal. 
• Build sustainable relationships of trust through open and interactive communication.
• Responsible for overseeing online platforms (including Sales email) as needed. 
• Assist in handling customer complaints by providing appropriate solutions and alternatives within the time limits and following up to ensure a resolution was met. 
• Maintain customer records by updating account information.
• Responsible for accurately entering sales orders and auditing orders processed by newer team members. 
• Maintain open lines of communication with the sales team to efficiently service customers.
• Utilizing ERP system (MSBC) to accurately find products and shipping information.
• Supports additional sales teams as needed (Canada & International). 

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform. 

Knowledge/Skills/Abilities: 

• Customer Service – able to personally provide high level of interactive service to targeted customer base/market, building relationships and acting as an internal company advocate. 
• Courteous and Engaged Telephone Presence
• Product Knowledge – in-depth knowledge of Movora’s products with a true understanding of how and what they are used for.
• Team Orientation & Interpersonal – highly motivated, passionate, and creative team player with the ability to develop and maintain collaborative relationships with all levels within the internal and external organization.
• Communication – able to effectively express self verbally in a diplomatic, empathetic, and tactful manner.
• Organization & Time Management – able to work independently with minimal supervision, planning, scheduling, and organizing professional schedule to complete actions within established deadlines, handling multiple priorities with strong attention to detail. 
• Adaptability to Change – able to be flexible and supportive, react swiftly to and able to assimilate change positively and proactively in rapid growth environment.
• Systems & Software – proficient knowledge of Microsoft Office software applications. 

Requirements

Education: High school diploma or GED required.

Some college coursework in business, communication, sales, marketing, or another related field is preferred. 

Experience: 

• 4 years’ Customer Service Experience required.
• Strong conflict resolution skills to quickly and effectively resolve customer issues; Strong phone contact handling skills and active listening required. 
• Familiarity with CRM systems and practices.
• Customer-focused with strong client-facing and verbal/written communication skills. 
• Problem-solving and Analysis along with the ability to maintain calm under pressure.
• A thorough knowledge and understanding of Movora and the products offered. 
• Time Management – Intermediate to Advanced troubleshooting/ multi-tasking skills. 
• Proficient in Microsoft Office Products and Company ERP system(s).
• Proven commitment to unparalleled customer service.