Team Lead

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:

• Experience coaching or developing people to inspire them to be their best and achieve success
• Ability to multi-task, set priorities and meet deadlines
• Strong organization skills, quick learner with excellent retention skills, positive attitude, easy- going, ability to be flexible and patient in a fast-paced dynamic environment
• Extensive order processing & order management experience in an inventory-based, product distribution setting
• Clear and concise communication skills (verbal & written English).
• Customer-focused: ability to instill brand-loyalty & maintain long-lasting relationships
• Strong mathematical skills, including the ability to understand different units of measure and packaging configurations
• Knowledge of shipping methods and terms; experience with domestic and export shipments including required documentation
• Experience and strong understanding of ISO requirements
• Team player with ability to work well with supervisors, co-workers, and other departments

Education and Experience Requirements:

• Associate or bachelor's degree preferred
• Proficient in Outlook, Word & Excel
• Experience with Microsoft NAV a plus
• 5 years' experience in a product-based company
• 5 years managerial experience

We are an equal opportunity employer and consider all qualified applicants 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.