Customer Service Operations Lead
1 month ago
Job Summary:
Russell Marine Products is seeking a highly motivated and detail-oriented Customer Service Operations Lead to oversee and enhance our Customer Service. The ideal candidate will possess strong leadership qualities, organizational skills, and the ability to innovate and solve problems efficiently. This role requires proficiency in customer service
Key Responsibilities:
- Shipping and Warehouse Management: Oversee shipping details and ensure efficient warehouse operations.
- Inventory Management: Creating, adding and removing products to the website.
- Organization and Detail Orientation: Maintain organized and accurate records, ensuring all customer service actions and discussions are documented.
- Problem Solving and Innovation: Develop solutions for customer issues, enhancing the overall customer service experience.
- Multi-tasking and Growth Orientation: Manage multiple tasks efficiently while being open to learning new products and industry developments.
-Spreadsheet Management: Utilize spreadsheets to analyze statistics and compile accurate reports.
- RMA Handling: Manage Return Merchandise Authorizations (RMAs) effectively
.Qualifications:
- Proven experience in providing outstanding customer service support.
- Working knowledge of customer service software, databases, and tools.
- Ability to think strategically and quickly.
- Strong client and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Customer service orientation with a focus on improving customer service experience and fostering organic growth.
Responsibilities:
- Take ownership of customers’ issues and follow problems through to resolution.
- Set a clear mission and deploy strategies focused on achieving that mission.
- Developing and implementing customer service policies and procedures to standardize and improve service delivery.
- Keep accurate records and document customer service actions and discussions.
- Stay ahead of industry developments and apply best practices to improve service areas.
- Maintain an orderly workflow according to priorities.
- Collaborate with other departments to resolve customer issues and improve the overall customer experience.
- Keeping on top of new product launches, company policies, and industry trends to provide accurate information to customers.
- Acting as a customer advocate by providing feedback to the company on customer needs and experiences.
- Facilitating communication and fostering a positive work environment to maintain high employee morale and motivation.
- Addressing customer reviews on multiple platforms
- Answer incoming phone calls
Support our team environment, by aiding colleagues during peak season, or with unexpected projects as required
- Warehouse and Driving Duties: Receive, store, and distribute products. Ensure the warehouse is organized, and inventory is maintained accurately. Perform product delivery on a backup basis.
- Shipping and Receiving: Safely load and unload products for shipment. Ensure compliance with all safety and quality guidelines.
- Review sales orders and correct as needed
- Accountable for all aspects of order processing including customer orders purchase orders, receiving, and production of shipping documents.
- Handle packing and shipping
- Assist with customer orders
Skills:
- Strong leadership and organizational skills.
- Excellent communication and interpersonal skills.
- Proficiency in customer service software and tools.
- Strategic thinking and problem-solving abilities.
- Ability to multi-task and manage time effectively.
- Willingness to learn and adapt to new products, software and industry trends.If you are a highly motivated individual with a passion for customer service and operational excellence, we encourage you to apply. Please email resumes to: Justin@russellmarineproducts.com
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