Night Customer Service Lead

About the role

The Customer Service Associate Lead plays a pivotal role in advancing the organization’s mission to deliver exceptional service to both customers and drivers. This position entails leading the customer service team by collaborating with other members of the Fortune team to address customer needs and requirements effectively. The Customer Service Associate Lead will engage in communication with both dispatch and drivers to optimize customer service, while also guiding the team in managing incoming customer calls and promptly processing orders.

Responsibilities

• Provide exemplary and courteous customer service by receiving calls and comprehensively understanding customer requirements and needs.
• Accurately document customer requests within the company’s ERP system.
• Acquire and uphold a high level of product knowledge to effectively serve customers.
• Develop and maintain professional relationships with customers to nurture these connections.
• Act as an advisor by informing customers of items that have not been ordered or are out of stock and offer appropriate alternatives.
• Ensure the accuracy of customer information and guarantee precise data entry into the company ERP system.
• Collaborate with Drivers and Outside Sales to ensure customer requirements are met promptly.
• Perform additional responsibilities as assigned by the Sales Manager.

Requirements

• Proven experience in phone-based customer service.
• High school diploma or its equivalent.
• Demonstrated enthusiasm for working in a dynamic and fast-paced environment.
• Advanced verbal communication skills in English.
• High level of proficiency in personal computer usage and the Microsoft Office Suite.
• Strong fluency in internet applications.
• Experience with Enterprise Resource Planning (ERP) systems is advantageous.
• Knowledge of seafood is preferred but not mandatory, as comprehensive training will be provided.