Team Lead - Customer Service

Job Description

Responsible for overseeing all day-to-day customer service department activity. Detail-oriented with positive energy, that thrives in a fast-paced, fluid environment and excels at team building and communicating across a diverse range of disciplines

Duties and Responsibilities

• Lead and work with the customer service team, motivating and inspiring employees on an ongoing basis (Rewarding and disciplining as needed)
• Manage daily schedules, PTOs, vacation requests and staffing needs and report to Director on weekly basis
• Interview, train new employees and cross-train as needed
• Document team's performance to support employee reviews
• Develop, document and maintain job processes and procedures (ISO SOPs)
• Enter and maintain Customer Routing Guides, Special Account's Instructions, etc.
• Review / Process credits for product returns and send details to Director for approval on weekly basis
• Maintain Vendor Score Cards to reduce compliance fees and improve the company's performance score with key vendors. Report progress to Director on monthly basis
• Oversee and monitor orders received via e-mail / EDI / Website / Amazon / Process Containers - Backorders and report trends to Director
• Assist with process automation initiatives to enhance performance and improve workflow efficiency
• Ensure that company standards are being upheld and deadlines are being met
• Process and manage sales quotations, regular / standing orders
• Achieve KPI goals and manage employee accountability based on KPIs
• Must be accessible and responsive to ensure customers receive the highest, best-in-industry level of service. Act as liaison to other departments.
• Manage workflow, escalations and effectively delegate workload across the team
• Solve complex customer service issues and proactively prevent negative service trends
• Identify and eliminate the root cause of potential barriers to accuracy, productivity, and quality
• Report progress or problems to senior management and work with them to improve overall office operations and procedures
• Communicate with customers regarding their order throughout the processing cycle
• Support sales team by developing and maintaining positive relationships with customers
• Assist customers via phone and e-mail with order inquiries, product questions, shipment questions, problem resolution

Qualifications

Education and Experience Requirements

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.