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Customer Service Team Lead

2 months ago

Orange, California, United States Stericycle Full time

Job Summary:

Stericycle is seeking a highly skilled Customer Service Team Lead to join our team. As a key member of our Customer Experience department, you will play a critical role in ensuring exceptional customer satisfaction and driving business growth.

Key Responsibilities:

  • Assist the Customer Service Supervisory and Management team in maintaining analytical reports to manage performance, provide process improvement, and establish strong working relationships with support units to optimize customer satisfaction.
  • Support the Manager in their role when they are unavailable or absent, ensuring seamless day-to-day operations.
  • Provide support and maintenance of daily reports and analytics using intermediate Excel knowledge, SAP & SFDC.
  • Handle inquiries in a timely manner, meeting all SLA's on assigned projects.
  • Assist with data analysis projects and monitoring KPI's.
  • Assist in the follow up of all pending requests, ensuring timely response to all requests.
  • Assist internal Team Members and handle inquiries as outlined by the Customer Service Manager.
  • Provide feedback to management on ways to increase efficiencies and effectiveness of servicing customers' needs.
  • Make recommendations for process and procedure improvement to appropriate management.
  • Assist in training and make suggestions for improved training tools and processes to the Management Team.
  • Contribute to the productivity of the analytics when required.
  • Position Stericycle products and services when speaking with customers.
  • Provide feedback and guidance for improvement to the Management Team.
  • Provide leadership and training for all associates in a professional and positive manner to promote corporate goals and achieve department objectives.

Requirements:

  • Education equivalent to Associate's Degree in Business, or the equivalent in related work experience demonstrating a good knowledge of data analytics.
  • Three or more years of experience in a customer service/customer retention/sales environment, or the equivalent in related work experience, demonstrating sound judgment and initiative to satisfy customer requirements.
  • Demonstrates a high-level knowledge of Stericycle business systems including: Intermediate Excel Knowledge, Windows Suites, Microsoft Word & Outlook, Steriworks, SAP, Manifest Archive, Roadnet and SFFDC.

Benefits:

Stericycle offers a comprehensive benefits package, including health care, dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan.

Our Commitment:

Stericycle is committed to attracting and retaining a diverse workforce and fostering a culture of belonging that encourages, supports, and celebrates the diverse voices of our team members. We are proud to be an equal opportunity employer.