Customer Satisfaction

1 week ago


La Porte, United States Setpoint Integrated Solutions Full time

**Job Summary**:
The Customer Service Team Lead role is primarily responsible for supporting the Customer Service Manager by supervising the workload of a Customer Service Team across multiple locations and ensuring the team accurately executes all aspects of the Order Management process steps in the Order to Cash cycle, including: order entry, sourcing, expediting, release for shipment, billing and invoicing. The Customer Service Team Lead trains new hires, evaluates team members, answers team member questions and reviews & resolves escalations.

**Primary Duties & Responsibilities**:

- Assists in managing the work load of the Customer Service Team, ensuring quick response time on all aspects of Order Management providing high quality outputs.
- Trains the Customer Service Team to ensure they understand and follow all work procedures specifically when it comes to managing sales orders, WIP jobs, returns, and other system transactions
- Ensures the Customer Service Team receives all the product and technology training required to effectively complete Order Management functions
- Evaluates Customer Service employee performance and notes areas for improvement.
- Provides direct customer support by reviewing and resolving customer questions or complaints and identifying solutions to customer queries and managing escalations.
- Maintains a strong working relationship with key internal stakeholders such as the Customer Service Manager, Application Supervisors in each product vertical, Branch Manager, the Production Manager, the Warehouse Manager and other relevant personnel critical to delivering on customer commitments
- Core team member assisting in the development of new processes and tools necessary to provide efficient and effective customer service
- Maintains confidentiality and using professional judgement regarding company business, office communications and personnel issues private
- Participate and assist with continuous improvement activities
- Conducts initial investigations of NCRs for the Order Entry
- Participate and assist with special projects as needed
- Responsible for Talent Onboarding

**Positional Requirements & Qualifications**:

- Education & Experience
- Bachelor’s degree in business preferred
- Minimum 5 year experience in a customer-service or administrative role identifying and addressing business process and customer needs within order execution process.
- Experience in a Lead or Management role preferred
- Must have achieved Customer Service Level III or equivalent work experience
- Skills & Abilities
- Strong propensity for team leadership and organization
- Knowledge of the principles of LEAN in business process design
- Advanced knowledge of Oracle preferred
- Problem-solving skills
- Quick and effective conflict resolution
- Effectively oversee and direct team members
- Ability to manage remote personnel effectively through technology including: telephone and electronic communication as well as in-person visits
- Intermediate knowledge of Microsoft Office software
- Must be able to travel and have a clear driving record in accordance to company driving guidelines
- Clear background check and drug/alcohol screening

**Essential Physical Functions**:

- Travel: 5%- 25%
- Lifting up to 20 pounds
- Bending, stooping, walking



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