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Customer Service Rep/ Lead

2 months ago

Newark, United States RK Logistics Group Inc Full time
Job DescriptionJob DescriptionDescription:This is a Direct Hire PostionSend Resumes to Annette Montes/Must be interviewed
The Customer Service Lead/Data Analyst position is to ensure customer satisfaction ensuring quality of parameters are met. This role helps resolve customer problems, ensure customer changes, and communicates such issues to those departments within the company. The Customer Service Lead communicates and escalate any urgent customer issues and concerns with other department Leads, Supervisors and Managers. The Customer Service Lead/Data Analyst supports required data for the customer, department, and any additional request of from Managers. Duties and responsibilities are outlined but not limited to the following:Requirements:

Responsibilities and Duties:

• Respond to the customers inquires and referring clients to the proper channels.

• Acts as first point of contact for the customer internally and externally.

• Familiar with the customers portal(s) to retrieve information necessary to issue service.

• Ensure the quality of all services provided to meet the requested customers standards.

• Identify issues and utilize critical thinking to determine the best course of actions.

• Answer customers request/communications on a timely manner.

• Prioritize & monitor workload to identify severity of the customer’s request to meet the SLA.

• Ability to communicate with the Supervisors and Managers of respective departments of escalate issues and resolve on a timely manner.

• Ability to create and maintain a professional relationship within all levels of the organization (peers, work groups, customers, and management team) followed by company standards.

• Maintain an open line of communication with other departments.

• Supports department Supervisor/ Manager to ensure CS Team meet their daily task.

• Analyze current practices and drive improvements.

• Provide daily ticket audits ensuring CS is handling their work successfully.

• Create and maintain process flow charts based on the customers platform.

• Ensures that all processes run smoothly.

• Develop, creates, and maintains training material for the department.

• Creates and maintains CS Department templates.

• Collaborates with PM CS Department Lead

• Provide the CS Department of updated processes and procedures.

• Continuous training for Customer Service Department.

• Support Supervisor/Manager with new hiring training.

• Support CS Department Manager with training metrics of the department.

• Provide CS Department Manager of CSR Training and status of completion.

• Provide weekly data reports to the customer and or when additional reports are requested.

• Provides weekly, monthly, quarterly, and yearly customer service-related reports for analysis.

• Provide department Manager(s)/Supervisor requested data reports.

• Attends meetings on behalf of the Customer Service Department,

• Cross Train CS Department of all department functions and task

• Analyze current practices and drive improvements.

• Ability to adapt to change and easily adopt new methods or practices required to meet changing business needs.

• Provides excellent internal and external customer service both verbally and written.

• Take ownership of assigned task and complete on a timely manner.

• Flexibility and ability to adjust to sudden changes in operational goals.

• Provides excellent internal and external customer service.

• Ability to work independently.

• A reliable team individual works toward team goals

• Ability to multiple task

• Attention to detail.

• Assist other teams as needed.

• Ability to read and write, comprehend basic checklists, forms, or other documents.

• Demonstrate ability to interact well with others.

• Ability to follow oral and written directions.

• Lead by example of positive reinforcement and make RK Logistics a World Class company.

Qualifications & Skills needed:

• College degree or a minimum of 2 years in the logistics field or any other related industry

• Excellent Customer Service skills

• Able to Lead others.

• Team player

• ISO preferred.

• Intermediate computer skills, SAP experience a plus

• Problem solving skills.

•

RK Qualities

• Adherence to all RK Safety, Quality, ISO and HR policies and standards

RK Logistics Group will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if RK Logistics Group is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visitiing calcivilrights.ca.gov/fair-chance-act/.