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Customer Service Lead

4 weeks ago

South Windsor, United States Aerial Machine&Tool Corp Full time
Job DescriptionJob Description

JOB TITLE: Customer Service Lead

DEPARTMENT: Sales and Marketing

REPORTS TO: Customer Service Manager

LOCATION: South Windsor, CT

POSITION SUMMARY:

We are looking for a motivated and experienced Customer Service Lead to join our team. The ideal candidate will have an understanding of customer service best practices, possess excellent communication and organizational skills, and have a passion for providing excellent customer service. The Customer Service Lead will assist in developing the customer service team, managing customer inquiries, and resolving customer issues in a timely manner.

ESSENTIAL FUNCTIONS:

  • Establish and maintain product knowledge and clearly explain features and benefits
  • Ensure customers’ issues are resolved in a timely manner
  • Monitor customer satisfaction levels
  • Field incoming customer requests, answer questions, and close on potential sales opportunities
  • Use CRM program to track and communicate opportunities to the sales team
  • Notify management and outside sales of large and strategic opportunities
  • Generate and issue quotations through VISUAL ERP system
  • Act as primary point of contact for key customers including complaint resolution
  • Provide information to assist with other departments sales forecasting, marketing and scheduling
  • Sourcing new sales opportunities through inbound lead follow-up, outbound cold calls and emails
  • Serve as the System Administrator for various customers and suppliers via online portals.
  • Work with Quality, Customer Service, Production and Contract departments to resolve order issues.
  • Provide customer service training to new and existing employees
  • Other duties as assigned by management.

EDUCATION, EXPERIENCE and SKILLS:

  • Bachelor’s degree in a related field or equivalent experience
  • 5+ years of customer service experience
  • Computer literacy necessary, Microsoft Office Suite and CRM experience required.
  • Experience with ERP systems (Visual will be a bonus)
  • Excellent interpersonal, listening and communication skills
  • Must be a self-starter with the ability to handle a variety of tasks simultaneously
  • Strong organizational skills and attention to detail necessary
  • Must have the ability to work independently
  • Must have a high degree of professionalism in all areas – conduct, demeanor, appearance, communications, etc.
  • Must be able to deal with professionals, clients and employees at all levels of the organization

SUPERVISORY RESPONSIBILITIES: None

This position requires an employment agreement.

This position does require personal protective equipment unless on the shop floor where Safety Glasses are required by all. Must check for and use posted PPE for specific task – posted in job area.

Person in this position must be a U.S. Person, as defined by U.S. export control laws.

This position/job description is for reference and guidance only and is subject to change at any time.

Note: An individual with a disability will be considered qualified for any position which the person can perform the essential function of the position with or without reasonable accommodation. All essential functions incorporated in this description may be subject to reasonable accommodation.

EOE All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity or protected veteran status.

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