Customer Service
1 month ago
CUSTOMER SERVICE IS NOT A DEPARTMENT, IT'S AN ATTITUDE.
THE OPPORTUNITY:
We're looking for a leader in quality and top-notch customer service to embrace this attitude & contribute daily to our value of WOWing our Customers. If you work well under pressure, can handle any conflict and bring about a positive result (hello, service with a smile), while keeping things cool as a cucumber, this position might be your perfect fit.
The Quality Specialist will lead the quality process end-to-end for our Customer Service Team, in addition to completing a variety of responsibilities to support our Rep Coordinators.
This team member will work collaboratively with customers, reps and internal teams to communicate and maintain quality standards across Customer Service and throughout our ah-mazing company.
Schedule: Mon-Fri, 9am-5pm
Open to onsite or remote. If you reside in one of the following states, you will be considered for remote: AZ, CA, CO, FL, IA, ID, IL, MA, MN, MO, NC, ND, NY, NV, OK, PA, SC, SD, TX, VA, WI
A Typical Day (job functions) | Organize + Deliver + Collaborate + Research + Drive Growth = Results
- Manage daily support for assigned sales rep base and maintain standards of service
- Manage all transfer/pending orders directly with customers
- Work closely with manager and trainer to field quality questions and concerns
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- Work with production team to ensure customer requests are met
- Communicate urgent division needs or flag upcoming orders with special needs
- Work closely with other leads throughout the necessary departments at Lakeshirts to uphold Quality standards and communicate changes to the team in a timely manner
- Ensure quality service level agreements are being met by team and contributing departments
- Communicate with reps, customers, and fellow team members on the phone, in person, and via email in a manner that is professional and exudes kindness and care; work with RCs on the team to ensure this level of service is carried throughout the organization
- Conduct regular quality check-ins with the Customer Service team and report quality performance metrics to Customer Service Managers and Director
- Communicate and adjust quality process inconsistencies in standards to the Customer Service Managers and Director
- Collaborate with the Customer Service Manager to address and support team member concerns and quality-related performance issues
- Enter, own and maintain the quality process for Customer Service
- Review quality processes periodically to increase efficiency and effectiveness (contributing to our value of Continuous Improvement)
- Analyze data to identify trends & areas for improvement, ensuring Salesforce is utilized as a valuable tool in our belt
- Conduct quality change management activities, including: training, process and technology improvement
- Collaborate with other departments as needed to optimize the quality process for Lakeshirts (working as an army of problem-solvers)
- Pivot strategies (ie: being NIMBLE) based on the analysis of success metrics to continuously improve (there's that value again) effectiveness and strategies needed
- Degree in Business, Sales, Marketing or other related field preferred, but not required
- Proven experience in sales tools development, marketing, sales, database management and/or new customer acquisition, or a related role
- Strong project and change management skills, along with excellent organizational abilities
- Excellent communication and interpersonal skills, with a knack for understanding customer needs
- Demonstrated ability to take initiative and work independently as a self-starter (value of Meritocracy)
- Ability to work collaboratively in a fast-paced and dynamic environment
- Experience using technology, such as: PowerPoint, Excel, and a CRM system (preferably Salesforce) to stay organized, efficient, and effectively track sales processes
- Viewing materials from a customer vantage point to effectively market and sell for their unique business
- Welcoming of change- nimble and open-minded; Continuous Improvement is one of our Core Values
- Must love dogs (we kinda like them at our MN headquarters, and we hope you do, too)
- Must love tees (and hats...and stickers...and novelty socks)
To effectively fulfill your responsibilities, we expect remote team members to have a reliable internet connection that meets the following minimum requirements:
- Download Speed: A minimum download speed of 100 megabits per second (Mbps) is necessary to ensure swift access to online resources, efficient communication, and seamless collaboration with your colleagues. We recommend 200 Mbps download.
- Upload Speed: Your internet connection should have a minimum upload speed of 20 megabits per second (Mbps). This speed allows for smooth sharing of files, participating in virtual meetings, and contributing to our collaborative work environment. We recommend 50 Mbps upload.
All remote employees are also responsible for the following:
- Must have both Cable and DSL for Internet Types
- Must supply their own equipment (including but not limited to monitors, cameras, and computer accessories)
- We recommend employees have two monitors for work tasks
- Please note that Chromebooks are not compatible with our systems.
OUR CULTURE IS ONE-OF-A-KIND AND TRULY SETS US APART. We are proud of our humble beginnings and non-corporate style. We offer a unique atmosphere, unlike any other manufacturer. We work hard to be the best and we seek only committed individuals that will help move our company forward and embrace our values and culture. Lakeshirts | Blue 84 is one of the largest privately-owned screen-printing manufacturers in the United States, responsible for decorating and distribution of a wide variety of garments for the resort, college and K-12 markets. At Lakeshirts, we employ over 900 great people, proudly producing 45,000+ garments daily. It's not just a job but a lifestyle. Our job descriptions help support and guide you in the role you play in making our company successful. LIFE'S BETTER IN A T-SHIRT. IT REALLY IS.
Cognitive or Mental Requirements of the Job: Employee must be able to see and hear, read and write. Requires adaptability, analyzing, assessing, calculating, decision making, dependability, judgment, reading, speaking, following direction, handling multiple priorities, reasoning.
Physical Demands: OCCASIONALLY: Lift, Stand, Carry, Lift under 10 lbs, Carry under 10 lbs, Reach above shoulder heightPush, Pull, Climb, Balance, Bend, Twist, Crawl, Reach, Lift 10-24 lbs, Lift 25-50 lbs, Lift over 50 lbs, Carry 10-24 lbs, Carry 25-50 lbs, Carry over 50 lbs
FREQUENTLY: Walk, Reach at shoulder height
CONTINUOUSLY: Sit, Reach below shoulder height
NOTE: This job description is not intended to be all-inclusive and should in no way be considered a contract or guarantee of employment. Employee may perform other related duties as needed based on the ongoing needs of the business. Minnesota is an Employment-At-Will state and implies no specific length of employment.
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