Customer Service Team Lead
2 weeks ago
Job Summary:
The Customer Service Team Lead is a key role in our organization, responsible for providing leadership and management to our customer service team. This individual will coordinate support of accounts and workflow, deliver measurable results, and ensure overall customer satisfaction.
Key Responsibilities:
- Provide leadership and management to the customer service team
- Coordinate support of accounts and workflow
- Deliver measurable results that achieve or exceed company objectives
- Ensure overall customer satisfaction
- Work directly with internal departments to drive open issues to closure
- Be a role model for our company culture
- Develop, mentor, and train team members
- Maintain accuracy of on-demand reporting
- Enforce processes and procedures
- Identify need for revisions to process and procedure
- Be a proactive liaison to other management team colleagues
- Create and maintain SOP library
- Work with CSM on projects and workflow
- Oversee multiple customer eCommerce websites
- Be a subject matter expert and go-to for all department and customer service processes and procedures
- Liaison for all BRS functional business partners
Requirements:
- High School graduate or equivalent with a minimum of 2 years Customer Service experience in a call center environment
- Bachelors Degree Preferred
- Problem solver with ability to multi-task using judgement and decision-making skills
- Strong communication and time management skills
- Computer literate, including MS Word, Excel, e-mail; AS400 and ServiceNow experience a plus
- Quickly learn new technologies and ERP systems such as AS/400 a plus
- Effectively communicate both orally and in written form with management, internal and external customers
- Demonstrate the ability to anticipate and solve practical problems
About Bunzl Distribution USA:
Bunzl Distribution USA is a leading supplier in North America, with over 5,000 employees and 400,000 plus supplies. We offer competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company match. We are an equal opportunity employer and welcome applications from diverse candidates.
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