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Rep Coordinator | Team Lead

3 months ago

Detroit Lakes, United States Lakeshirts Full time
Job DescriptionJob Description

CUSTOMER SERVICE IS NOT A DEPARTMENT, IT'S AN ATTITUDE.

THE OPPORTUNITY:

We're looking for a leader to embrace this philosophy & contribute to our value of WOWing our Customers. If you work well under pressure, can handle any conflict and bring about a positive result (hello, service with a smile), while keeping an even keel, this position might fit you to a tee. The Rep Coordinator Lead will be an active Rep Coordinator, as well as leading a team of College Rep Coordinators. This position will work collaboratively with other leads/trainers to communicate and maintain standards within each division.

Open to onsite, hybrid or remote. If you reside in one of the following states, you will be considered for remote: AZ, CA, CO, FL, IA, ID, IL, MA, MN, MO, NC, ND, NV, NY, OK, PA, SC, SD, TX, VA, WI

Schedule: Monday-Friday, 8a-5p, 45+ hours per week


A Typical Day (job functions) | Lead by Example + Assign Work + Collaborate + Communicate

  • Manage daily support for your assigned sales rep base and maintain standards of service
  • Work closely with manager and trainer to field questions and concerns
  • Work with the production team to ensure customer requests are met
  • Reassign work and adjust team focus as necessary to ensure deadlines and daily needs are met
  • Communicate urgent division needs or flag upcoming orders with special needs
  • Work closely with other leads throughout the necessary departments at Lakeshirts to uphold standards and communicate changes to team in a timely manner
  • Ensure service level agreements are being met by team and contributing departments
  • Communicate with reps, customers, and fellow employees on the phone, in person, and via email in a manner that is professional and MN nice; working with RC's on the team to ensure the same
  • Conducts weekly check-ins with team and reports performance to Customer Service Manager
  • Communicate inconsistencies in standards to the Customer Service Manager
  • Collaborate with Customer Service Manager to overcome any team member concerns and performance issues
  • Conduct quarterly performance and yearly increase reviews with employees in conjunction with manager
  • Review processes periodically to increase efficiency
  • Manage payroll and attendance for team

Skills (qualifications) | Servant Leadership + Multi-task + Problem Solve + NIMBLE + TEAMwork

  • At least 2 years of leadership experience managing a minimum of 5 employees
  • 5 years of Customer Service experience preferred
  • Must have the skills, curiosity, and desire to run & scour Excel reports through the use of filters, pivot tables, formulas, etc., to identify potential bottlenecks or issues that need to be addressed on a daily basis
  • Ability to multi-task, problem solve, pay attention to detail
  • Independent decision-making skills with reason and good judgment
  • Ability to work well in a team
  • Must be reliable, responsible, flexible and take direction well
  • Must be able to handle multiple interruptions and follow through
  • Excellent communication skills both written and oral Must love dogs (we kinda like them at our MN headquarters, and we hope you do, too)
  • Proficiency using technology, such as PowerPoint, Excel and Word, to be organized and efficient
  • Welcoming of change nimble and open minded
  • Personable, friendly, energetic, humble, optimistic, and have a good sense of humor
  • Excellent verbal and written communication skills
  • Must have an ability to recognize our culture, contribute to it, and be a part of it. Big egos, game players, "me firsts", entitled, and other such traits need not apply. We kind of mean it J

Remote Qualifications I Minimum Requirements:

To effectively fulfill your responsibilities, we expect remote team members to have a reliable internet connection that meets the following minimum requirements:

  • Download Speed: A minimum download speed of 100 megabits per second (Mbps) is necessary to ensure swift access to online resources, efficient communication, and seamless collaboration with your colleagues. We recommend 200 Mbps download.
  • Upload Speed: Your internet connection should have a minimum upload speed of 20 megabits per second (Mbps). This speed allows for smooth sharing of files, participating in virtual meetings, and contribution to our collaborative work environment. We recommend 50 Mbps Upload.

It is important to note that these above requirements are based on the assumption that your internet connection is dedicated primarily to work-related tasks during business hours. We understand that many households have multiple users and may engage in activities such as streaming services like Hulu, Netflix, YouTube, etc. However, your work-related activities must receive the necessary bandwidth and remain uninterrupted.

All remote employees are also responsible for the following:

  • Must have both Cable and DSL for Internet Types
  • Must supply their own equipment (including but not limited to monitors, cameras, and computer accessories)
  • We recommend employees have two monitors for work tasks
  • Please note that Chromebooks are not compatible with our systems.

OUR CULTURE IS ONE-OF-A-KIND AND TRULY SETS US APART. We are proud of our humble beginnings and non-corporate style. We offer a unique atmosphere, unlike any other manufacturer. We work hard to be the best and we seek only committed individuals that will help move our company forward and embrace our values and culture. Lakeshirts | Blue 84 is one of the largest privately-owned screen-printing manufacturers in the United States, responsible for decorating and distribution of a wide variety of garments for the resort, college and K-12 markets. At our headquarters in Detroit Lakes, MN, we employ over 500 great people, proudly producing 35,000+ garments daily. It's not just a job but a lifestyle. Our job descriptions help support and guide you in the role you play in making our company successful. LIFE'S BETTER IN A T-SHIRT. IT REALLY IS.

Cognitive or Mental Requirements of the Job:

Employee must be able to see and hear, read and write. Requires good judgment, people-oriented, flexible organized diplomatic, reliable, enthusiastic, courteous, helpful, patience.


Physical Demands:


Position Requirements/Frequency

Never

0%

Occasionally

1%-33%

Frequently

34%-66%

Continuously

67%-100%

Lifts

X

Stand

X

Walk

X

Sit

X

Carries

X

Pushes

X

Pulls

X

Climbs

X

Balances

X

Bends

X

Twists

X

Crawls

X

Reaches

X

Lifting under 10 lbs.

X

Lifting 10-24 lbs.

X

Lifting 25-50 lbs.

X

Lifting over 50 lbs.

X

Carrying under 10 lbs.

X

Carrying 10-24 lbs.

X

Carrying 25-50 lbs.

X

Carrying over 50 lbs.

X

Reaching above shoulder height

X

Reaching at shoulder height

X

Reaching below shoulder height

X

NOTE: This job description is not intended to be all-inclusive and should in no way be considered a contract or guarantee of employment. Employee may perform other related duties as needed, based on the ongoing needs of the business. Minnesota is an Employment-At-Will state and implies no specific length of employment.



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