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Customer Experience Team Lead

3 months ago

Kent, United States Veritiv Full time
Job Purpose:

Our Customer Service Team Lead will be responsible for assisting business team managers in evaluating, training and staffing. This position will work with customer service teams, sales reps and customers to ensure expectations are met and will continually work on improving customer relationships.

Job Responsibilities:

•Train and implement new processes, policies, and procedures to team members which include:
•setting up vendor training
•rolling out new process training
•spending 1x1 time with CXP's to identify areas of opportunity, mentor, and share best practices.
•ensuring the CX team is using all available Veritiv tools
•Assist management with customer experience team daily activities, including but not limited to: timely order processing, confirmations, order tracking/status updates, product availability, and all other internal and external customer inquiries.
•Share expertise with team members on best practices for proactive customer communication, issue resolution, and critical thinking.
•Strengthen relationship with sales by maintaining proactive, open lines of communication.
•Timely resolution of issues by working effectively with all functional areas (sales, ops, finance, etc.) to satisfy customer needs. Manage resolution of pricing, invoicing, credits, payments, shipping discrepancies, and other complex inquiries for the customer with appropriate personnel.
•Investigate and assist in resolving complex customer and system issues.
•Assist with the recruitment and selection of new hires within the department.
•Perform other duties as assigned.

Additional Responsibilities & Qualifications:

•Able to plan, organize, and prioritize without supervision.
•Strong organizational skills.
•Approachability and an effective communicator, both 1x1 and in groups.
•Must be able to lead a team and influence development.
•Showcase integrity.
•Extensive knowledge of company products and procedures.
•Decision-making skills and independent judgment.
•Ability to deal with customer challenges in a professional and decisive manner.
•Excellent computer and technical skills.
•1-3 years related experience of successful supervisory/management experience required to motivate and develop direct reports, as well as size up new talent.
•Customer service experience preferred.

Pay Range: $73,600 to $90,000

Work Experience:

•Ability to work quickly and efficiently.

•Excellent verbal, written, people, and diplomacy skills are required.

•Experienced practitioner able to work unsupervised.

•Strong customer service skills (friendly, courteous and helpful).

•Strong planning and organization skills are required.

Education:

•Bachelor's Degree Preferred

What We Offer

•Engaging and inclusive culture with employee lead Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc.

•Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.

•Collaborative atmosphere with our customers and suppliers to create healthier, safer and more sustainable communities through our responsible operations and innovative solutions.

•Healthcare benefits and 401k with match start date of hire, paid time off and parental bonding time, tuition reimbursement, annual Profit-Sharing Program and much more Learn more here.

Veritiv Corporation, headquartered in Atlanta, Veritiv is a leading provider of design-to-delivery packaging, print, and facility solutions. With a diverse team and global reach, we're helping businesses cut costs, reduce waste, and improve efficiencies that make doing business easier. For more information, visit www.veritiv.com and connect with the Company on LinkedIn.