Customer Service Team Lead

Job Summary

Responsible for supporting the CSR team and helping customers by providing product/service information, quoting, placing/scheduling orders and resolving issues. Monitor CSR’s workloads, customer concerns and order rate entry to ensure efficiency is met. The ideal candidate will have a strong background in sales with a focus on customer services.

Essential Job Functions

• Handle customers’ inquiries by email, phone or in person.
• Quoting, placing, and scheduling orders provided by large customer base.
• Provide information about the products and services.
• Resolve customer issues and concerns.
• Develop and maintain a knowledge base of the evolving products and services.
• Maintain and grow customer relationships.
• Monitor team order entry and process. Distribute workload efficiently.
• Maintain positive and professional relationships with teams and customers.
• Attend meetings and provide sales updates.
• Assist in any administrative capacity when needed.
• Crosstrain on other responsibility to cover other positions responsibilities when needed.
• Assisting management with special projects if needed.

Requirements

• Required Skills & Abilities:
• Associate degree or college education preferred.
• Previous experience in customer service, sales, or other related fields preferred.
• Excellent written and verbal communication skills.
• Bi-lingual in Spanish helpful.
• Self-motivated team player with strong communication skills.
• Must possess good time management and effective decision-making skills.
• Ability to work independently in a fast-paced environment.
• Ability to work under pressure.
• Must be proficient in MS Office. (Outlook, Word and Excel)
• INFOR knowledge highly desirable.
• Ability to operate general office equipment.
• Excellent communication skills, able to communicate confidently and professionally at all levels.
• Organization, Data Entry Skills, General Math Skills, Analyzing Information, Attention to Detail, Thoroughness, Verbal Communication.

Physical Requirements

Office / Warehouse environment. Able to work in a fast-paced environment.