What are the responsibilities and job description for the Customer Service Lead - Lewisville, TX position at Norman International Inc.?
About Us:
With more than 50 years of unwavering fashion for quality, Norman International Inc. is among the world’s largest and well-respected manufacturers of window coverings. Our long-standing commitment to quality and craftsmanship have made us the number one choice for homeowners who demand only the best!
We are seeking an experienced and dynamic Customer Service Team Lead to join our organization. In this pivotal role, you will bridge the gap between our customer service representatives, management, and operations while ensuring exceptional service delivery and team development.
Job Responsibilities:
Team Leadership & Development
- Supervise daily operations of the customer service team
- Assist in hiring and training new Customer Service Representatives
- Conduct staff reviews to provide guidance, identify improvement areas, and recognize achievements
- Manage team schedules, approve overtime, and oversee timecard approvals
Process & Knowledge Management
- Provide guidance on Standard Operating Procedures (SOPs) and product specifications
- Serve as liaison between customer service team and operations
- Recommend improvements to processes, SOPs, and technology to enhance efficiency and customer experience
- Apply comprehensive knowledge of internal business standards to resolve customer issues effectively
Issue Resolution & Communication
- Act as escalation point for complex customer service issues
- Handle and resolve complex or unique customer requests with minimal supervision
- Mediate communication between team members, factory, and dealers
- Clarify operation/customer requests and provide potential solutions
- Collaborate with team members to review reports, resolve discrepancies, and report findings to management
Qualifications:
- Previous customer service experience, preferably in a manufacturing environment
- Prior experience in a team lead or supervisory role demonstrating leadership abilities and experience supervising, training, coaching teams
- Strong problem-solving and conflict resolution skills
- Excellent communication and interpersonal abilities
- Proficiency with customer service software and reporting tools
- Experience with performance metrics and KPI tracking
Benefits:
- Health, dental, and vision insurance
- 401(k) plan with company match
- Paid time off and holidays
