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Lead Customer Service Representative

4 months ago

Phoenix, United States ProCraft Cabinetry Full time $18 - $23
ProCraft Cabinetry Phoenix LLC, a wholesale cabinetry company, is looking for a Lead Customer Service Representative who is prepared and professional. This individual has knowledge of Microsoft Office, Monday, and Magento and is responsible for providing hands-on customer service. This role will also manage the daily scheduling of all pickup and deliveries of products and projects.

It is a crucial role that is expected to provide the highest level of distributor/channel satisfaction by receiving feedback, analyzing, and furthermore establishing and implementing smart solutions. This ideal candidate will possess excellent product knowledge in order to be able to adequately respond to customer needs and questions. This individual will also serve as a liaison between the business unit, customers, and sales organizations.

This Lead Customer Service Representative will contribute to the overall success of the wholesale cabinetry company by ensuring the delivery of exceptional service to clients and optimizing operational efficiency.

Essential Job Functions and Responsibilities: 

  • Scheduling Coordinator: Oversees the scheduling process and ensures that appointments are efficiently managed. Utilizes Monday to organize appointments and allocate resources effectively.
  • Customer Liaison: Acts as the primary point of contact for customers regarding scheduling inquiries, changes, and updates. They must possess excellent communication skills to provide clear and timely information to customers.
  • Resource Management: Assists with coordination with various departments within the company, such as general warehouse, pickers, production, and delivery, teams, to allocate resources according to scheduling requirements. They must communicate to ensure that sufficient manpower and materials are available to fulfill customer orders as they are scheduled and clients are provided with anticipated delivery dates.
  • Problem Solving: Handles scheduling conflicts, delays, and other issues that may arise during the scheduling process. They must be able to quickly identify solutions and communicate effectively with all stakeholders to minimize disruptions.
  • Quality Assurance: Monitors the quality of service provided by the scheduling department and identifies areas for improvement. They may collect feedback from customers and internal employees and discuss presentations during weekly team meetings to optimize scheduling processes.
  • Documentation and Reporting: May be potentially required to maintain records of scheduled appointments, customer preferences, and other relevant information. They may also generate reports to track scheduling performance and identify trends over time. If requested by Upper Management.
  • Training and Development: Provide training and support to scheduling department staff to ensure they have the necessary skills and knowledge to perform their roles effectively. They may also be required to assist in developing training materials and standard operating procedures for scheduling processes if and as needed.
  • Customer Satisfaction: Ultimately, the primary responsibility of the scheduling department is to ensure customer satisfaction. This involves responding promptly to customer inquiries, accommodating their scheduling preferences if possible, and resolving any issues that may arise professionally and courteously.

Expected and Essential Knowledge, Skills, and Abilities:
  • Proven experience as a customer service representative in the cabinet or similar workspace, experience with scheduling.
  • Ability to work with various computer-based applications, including Monday, Magento, and Microsoft Office.
  • Great attention to detail and ability to multitask.
  • Strong problem-solving skills and ability to think critically to resolve issues for customers.
  • Diligent and punctual. GOOD ATTENDANCE IS ESSENTIAL.
  • A high school diploma or equivalent is preferred.
  • Adhere to all policies and procedures.
  • Time management skills to ensure tasks are completed timely.
  • Excellent TEAMWORK, written, and communication skills.
  • Professionalism at all times.
  • Keep work and office space neat, organized, and presentable.
  • Be flexible and open to new procedures and cross-training through departments are required and requested by Upper Management.
**Please be aware this job description in no way states or implies these are the only duties to be performed by the employee occupying this position. The employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor or manager. This document does not create an employee contract, implied or otherwise other than an " at will" relationship.
**Again, please be prepared for cross-training through the general customer service office based on the needs of the company.

New employees will receive a 90-day evaluation on these noted expectations after hiring with their Direct Manager to ensure all job-related expectations are being met to continue employment with ProCraft Cabinetry Phoenix.

Benefits:
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Accrued Paid Time Off
7 Paid Holidays

Work Location: 1030 E University Drive, Phoenix, AZ 85034
Job Type: Full-time, no remote work
Pay: $18.00/ hour to $23.00 /hour, based on the experience
Schedule: 8-hour shift; Monday to Friday starting 7:00 am – 3:30 pm

About ProCraft Cabinetry:

With 40 years of experience in the industry, ProCraft is a major kitchen and bath cabinet manufacturer providing innovative designs, industry-leading quality, and unparalleled service. Since we manufacture every cabinet we make, we have total control over everything from product quality to readily available inventory. Our streamlined process allows us to pass significant savings onto our customers. We want to make working with ProCraft as easy (and rewarding) as possible. That's why we've built out an entire digital library for dealers, designers, and other professionals to reference anytime from anywhere.We're always on the lookout for talented people to welcome into the ProCraft family. Take a minute to check out our open roles.