Team Lead - Dispatch Service

Key Responsibilities

• Maintains daily workflow and ensures correct procedures are followed
• Develops and implements strategies to improve team performance, efficiency, and effectiveness
• Monitor and evaluate team performance metrics, including call quality, satisfaction scores, and response times
• Provides regular feedback and coaching to team members
• Handles escalated customer inquiries and complaints professionally and promptly, ensuring resolution and customer satisfaction
• Conducts regular stand-up calls and meetings to communicate updates, share best practices, and address issues or concerns
• Identifies system and team improvements to enhance efficiency
• Cross-departmentally collaborates to identify opportunities for process improvements and customer experience enhancements
• Creates, updates, and maintains documentation of standard operating procedures
• Aids in recruiting, training, and onboarding new team members
• Supports the manager and performs management duties when needed
• Manages high inbound and outbound call volumes in a timely manner
• Processes domestic and export orders from customers and distributors
• Distributes literature on company products as requested
• Advises customers on order status or dispatch equipment repair work orders
• Dispatches service technicians to repair equipment as needed
• Manages shortages, damages, or product service needs and advises customers accordingly
• Provides quotes as needed
• Invoices and processes payments including credits and debits as required
• Consistently meets or exceeds company expectations for productivity and accuracy level

Qualifications

• High school diploma or GED equivalent, with relevant college courses and/or degree preferred
• Minimum 2 years customer service experience, with 3-5 years preferred
• Minimum 1-3 years of supervisor experience in a customer service environment, preferred
• Strong leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals
• Solid understanding of customer service principles, practices, and techniques
• Proficiency in using customer service software and contact center technology
• Outstanding customer service and people skills
• Exceptional organizational and time management skills, ability to effectively prioritize work and handle multiple projects
• Experience navigating multiple computer screens and programs while interacting with customers
• High level of integrity and professionalism
• Proficient in PC skills, experience with Windows-based computer applications
• Excellent analytical skills
• Team-oriented