Customer Experience Team Lead

3 days ago


Grand Rapids, Michigan, United States Veritiv Operating Co Full time
{"Job Title": "Customer Experience Team Lead", "Job Summary": "We are seeking a highly skilled Customer Experience Team Lead to join our team at Veritiv Operating Co. As a key member of our customer service team, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.

Responsibilities:

* Train and implement new processes, policies, and procedures to team members
* Assist management with customer experience team daily activities, including 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
* Investigate and assist in resolving complex customer and system issues
* Assist with the recruitment and selection of new hires within the department

Requirements:

* 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
* 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

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 about our company culture and benefits at [insert link].", "Language": "en-US"}

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