Customer Service Lead

6 days ago

Evansville, United States Bostwick Braun Company, Inc. Full time
Job Summary

The CSR Team Lead oversees customer service and sales operations for assigned accounts while providing leadership to the team. This role emphasizes fostering a collaborative and supportive team environment where communication, mutual respect, and shared problem-solving drive success. Combining expert-level customer service skills with team leadership responsibilities, the CSR Team Lead plays a pivotal role in mentoring and coaching team members to ensure they have the skills and support to excel in their roles. By maintaining strong relationships with customers and internal stakeholders and leveraging a results-driven approach, this position ensures customer satisfaction, team development, and operational efficiency. Additionally, the CSR Team Lead creates and measures KPIs to monitor and enhance team performance and operational success.

Key Responsibilities

Customer Service & Sales
  • Handle all calls from assigned customers and Industrial Sales Representatives in a professional and business-like manner.
  • Identify customer needs and sales opportunities, engaging in consultative selling to promote products and services.
  • Process credit memos for over-shipments, shortages, returned goods, approved price adjustments, vendor credits, and defective or damaged goods.
  • Research and resolve back-ordered merchandise inquiries, expedite shipments, and process cancellations as needed.
  • Notify customers of delays, changes in delivery schedules, and abnormal shipment sizes.
  • Provide accurate and timely responses to inquiries from customers and Industrial Sales Representatives regarding product availability, pricing, and delivery.
  • Maintain comprehensive knowledge of products and services to provide accurate and up-to-date information to customers.
  • Effectively upsell products and services to maximize revenue generation.

Team Leadership & Coaching
  • Foster a teamwork-oriented environment that encourages collaboration, shared accountability, and open communication.
  • Mentor and coach team members to enhance their skills, address performance gaps, and support their professional development.
  • Serve as the primary resource for team members, addressing escalated customer issues and providing guidance on processes and policies.
  • Lead by example, setting a high standard of professionalism, customer focus, and operational excellence.
  • Monitor team workflows and assist during peak workloads or team absences.
  • Collaborate with the Customer Service Manager to evaluate employee performance, provide constructive feedback, and implement development plans.
  • Promote a culture of continuous learning by providing regular training, resources, and support to team members.

Operational Efficiency
  • Coordinate with warehouse, accounting, and management to address inquiries and resolve issues.
  • Process requests for documentation such as invoices, credit memos, catalog pages, price lists, and bills of lading.
  • Ensure timely and accurate communication with customers regarding product availability, delivery status, and shipment updates.
  • Stay informed about competing products and services to identify opportunities to position the organization's offerings effectively.

Strategic Contribution
  • Along with the CSR Regional manager, create and measure KPIs to monitor and optimize team performance, ensuring alignment with company goals.
  • Analyze customer feedback to identify opportunities for improving customer satisfaction and sales strategies.
  • Assist in developing processes to streamline workflows and enhance team productivity.
  • Participate in regular meetings with management to discuss team performance, challenges, and opportunities.

Qualifications

Education and Experience
  • High school diploma or general education degree (GED)
  • Proven Success in Customer Service/Customer Facing environments.
  • Knowledge of fasteners, MRO, safety equipment and tooling strongly preferred.
  • Minimum of 2-4 years of experience in customer service or inside sales, with at least 1 year in a leadership role.

Skills and Abilities
  • Proven ability to foster a teamwork environment and coach team members to achieve their full potential.
  • Strong leadership abilities, including mentoring, goal-setting, and conflict resolution.
  • Exceptional communication skills, both written and verbal, with a focus on active listening.
  • Proven consultative selling and upselling skills.
  • Proficiency in CRM software, customer service tools, and Microsoft Office Suite.
  • Excellent organizational skills with the ability to multitask and prioritize effectively.
  • Experience in developing, monitoring, and analyzing KPIs to drive performance improvements.

Physical Requirements
  • Ability to work on-site, stand for extended periods, and adapt to non-climate-controlled environments.

Benefits:
  • 401(k) with matching
  • Dental and health insurance
  • Paid time off
  • Professional development support
  • Referral program
  • Vision insurance
  • ESOP Company Stock

Now, a bit about us:

At Bostwick-Braun, we're more than just a company-we're a tight-knit family dedicated to delivering top-notch hardware, industrial, and specialty distribution services across 22 states. Founded in 1855, our legacy is built on hard work, integrity, and a relentless commitment to customer satisfaction. Through strategic acquisitions like EBN Industrial Supply, we've expanded our reach and offerings, all while staying true to our Midwestern values.

  • Customer Service Lead

    1 week ago

    Evansville, United States Bostwick Braun Company, Inc. Full time

    Job SummaryThe CSR Team Lead oversees customer service and sales operations for assigned accounts while providing leadership to the team. This role emphasizes fostering a collaborative and supportive team environment where communication, mutual respect, and shared problem-solving drive success. Combining expert-level customer service skills with team...

  • Customer Service Associate

    2 weeks ago

    Evansville, Indiana, United States Michaels Stores, Inc. Full time

    We are seeking a highly motivated and customer-focused Customer Service Associate - Stock Team Lead to join our team at Michaels Stores, Inc. in Evansville, IN.About the RoleThis is a key leadership role that requires excellent communication skills, problem-solving abilities, and a passion for delivering exceptional customer experiences. As a Stock Team...

  • Service Coordinator and Customer Liaison

    2 weeks ago

    Evansville, Indiana, United States Bud's Plumbing Service Inc. Full time

    About UsBud's Plumbing Service Inc. has been a trusted name in the Evansville community for over 100 years.Job OverviewWe are seeking an organized and efficient Service Coordinator and Customer Liaison to join our team. As a key member of our dispatch team, you will play a crucial role in ensuring seamless service delivery and exceptional customer...

  • Customer Service Representative Team Lead

    2 days ago

    Evansville, Indiana, United States AlienVault Full time

    Job OverviewIn this exciting role as a Premier Service Consultant (Hybrid), you will be the face of our company, assisting customers with questions and concerns on all products and services offered by AT&T. With a focus on delivering exceptional customer experiences, you will utilize various tools and systems to initiate and assist customers in achieving...

  • Customer Service Liaison

    3 weeks ago

    Evansville, Indiana, United States Berry Global Full time

    Overview:">Berry Global Group, Inc. is a leading manufacturer of innovative packaging and engineered products that make life better for people and the planet. Our global capabilities, sustainability leadership, and innovation expertise enable us to serve customers worldwide. We harness our diversity and industry-leading talent to partner with customers and...

  • Customer Service Representative

    3 days ago

    Evansville, Indiana, United States Knitwell Group Full time

    As a Customer Service Representative at Knitwell Group, you will be responsible for creating a warm and welcoming environment that contributes to the achievement of company goals. This role is perfect for individuals who are passionate about delivering exceptional customer service and have a keen eye for fashion.About Our CompanyKnitwell Group is a leading...

  • Customer Service Driver

    2 days ago

    Evansville, Indiana, United States Kenny Kent Toyota Lexus Full time

    Kenny Kent Toyota Lexus Overview:We are a leading dealership dedicated to delivering exceptional customer service. Our team is built on a foundation of trust, quality, and professionalism.Job Title: Part-Time DriverSalary: $18-$22 per hour, based on location and distanceYour Responsibilities:Coordinate directly with customers to schedule vehicle pick-up and...

  • Customer Service Representative

    2 days ago

    Evansville, Indiana, United States FastSigns Full time

    FastSigns #241501 is a dynamic center seeking an experienced Customer Service Representative to lead our team in providing top-notch customer service. We offer a competitive compensation package, including a salary of $16.00 per hour.About the Role:The successful candidate will serve as the initial contact for current and prospective customers, utilizing...

  • Automotive Service Technician

    2 weeks ago

    Evansville, Indiana, United States Plaza Tire Service Full time

    We are seeking a highly skilled Automotive Service Technician to join our team at Plaza Tire Service. As a valued member of our staff, you will play a critical role in providing exceptional customer service and ensuring the highest quality work on every vehicle that enters our shop.About Us: Plaza Tire Service is a leading provider of tire and automotive...

  • Customer Service and Support Associate

    2 weeks ago

    Evansville, Indiana, United States State Farm Insurance Full time

    Job Description:">We are seeking a highly motivated and organized Customer Service and Support Associate to join our team at State Farm Insurance. As a key member of our customer service team, you will be responsible for assisting customers with their insurance needs, including processing policy applications, renewals, and cancellations, and handling billing...

  • Customer Service and Marketing Specialist

    1 day ago

    Evansville, Indiana, United States Chad Mabry - State Farm Agent Full time

    Company Overview: As a leading insurance agency, Chad Mabry - State Farm Agent is dedicated to providing exceptional service to our customers. We are seeking a highly skilled professional to join our team and contribute to our continued success.This role offers a unique opportunity to develop your sales and customer service skills, while working in a dynamic...

  • Retail Customer Service Specialist

    4 days ago

    Evansville, Indiana, United States CVS Health Full time

    Company OverviewCVS Health is a leading retail pharmacy chain dedicated to delivering exceptional customer experiences and improving lives through innovative healthcare solutions. With a strong commitment to its purpose, CVS Health empowers its team members to make a meaningful impact in their communities.Job SummaryThe Retail Store Associate role at CVS...

  • Supervisor, Customer Services

    3 weeks ago

    Evansville, United States ENVOY AIR INC. Full time

    Overview Who we are: Would you like to work for a stable, secure, and fast-growing airline where you will be stimulated, challenged, and have the opportunity to develop your career? If so, read on! Come and work with the best of the best at Envoy Air where you will join a team committed to providing outstanding service. We offer: * Amazing employee...

  • Customer Service Operations Manager

    2 weeks ago

    Evansville, Indiana, United States ENVOY AIR INC. Full time

    Are you looking for a challenging role in customer service operations?About Envoy Air Inc.Envoy Air Inc. is a stable, secure, and fast-growing airline that offers an opportunity to develop your career in a dynamic environment.Job DescriptionThe Customer Service Operations Manager will lead and organize the activities of Agents/Clerks to ensure a safe working...

  • Customer Service Representative

    2 days ago

    Evansville, Indiana, United States Compass Group USA Full time

    We are seeking a Customer Service Representative to join our team at the University of Evansville Resident Dining. In this role, you will be responsible for providing excellent customer service, processing transactions, and maintaining a clean and safe work environment. Previous guest services, retail, or cashier experience is preferred, but not...

  • Plumbing Service Coordinator

    2 weeks ago

    Evansville, Indiana, United States Bud's Plumbing Service Inc. Full time

    Bud's Plumbing Service Inc. is a leading provider of plumbing services in Evansville, IN.Job OverviewWe are seeking an organized and efficient Technician Dispatcher and Customer Service Representative to join our team. The ideal candidate will have excellent communication skills, a high level of accuracy, and the ability to multitask...

  • Customer Service Representative

    2 days ago

    Evansville, Indiana, United States CVS Health Full time

    About the RoleWe are seeking a dedicated Customer Service Representative to join our team at CVS Health. This role offers an opportunity to excel in a fast-paced retail environment, providing exceptional customer service and supporting the success of our stores.Key ResponsibilitiesProvide differentiated customer service by anticipating customer needs and...

  • Customer Support Specialist

    1 month ago

    Evansville, United States FLANDERS ELECTRIC MOTOR SERVICE LLC Full time

    Description Our Customer Support team has an opening as our Customer Support Specialist - International role! This position will serve a critical role in correctly processing of international Purchase Orders (customer orders, jobs, projects, and SROs) and documentation for proper processing of international orders through to shipment end user. Primary...

  • Customer Support Specialist

    3 weeks ago

    Evansville, United States FLANDERS ELECTRIC MOTOR SERVICE LLC Full time

    Description Our Customer Support team has an opening as our Customer Support Specialist - International role! This position will serve a critical role in correctly processing of international Purchase Orders (customer orders, jobs, projects, and SROs) and documentation for proper processing of international orders through to shipment end user. Primary...

  • Customer Support Specialist

    1 month ago

    Evansville, United States FLANDERS ELECTRIC MOTOR SERVICE LLC Full time

    Description Our Customer Support team has an opening as our Customer Support Specialist - International role! This position will serve a critical role in correctly processing of international Purchase Orders (customer orders, jobs, projects, and SROs) and documentation for proper processing of international orders through to shipment end user. Primary...