Lead Customer Service Expert

2 weeks ago


Kansas City, Kansas, United States PPC Flex Full time
Job Overview

Position Summary:

The Senior Customer Service Specialist role is dedicated to delivering exceptional service to Sales and a designated group of clients. This position is accountable for overseeing customer orders throughout the process to enhance the growth of existing accounts. In the absence of the primary employee, responsibilities will be assumed by a designated individual in a related role.

Key Responsibilities:

This document serves as a framework to promote effective communication and clarity regarding responsibilities. It is important to note that not all duties are listed, and additional tasks may be assigned by your Supervisor/Manager as necessary. This description will be updated as needed to align with current business requirements.

Customer-Centric Approach:

  • Collaborates with Sales to develop new customer items; utilizes PLS form for item creation in Radius.
  • Processes customer sales orders, ensuring all specifications are met (product/order minimums, pricing details, lead time requirements).
  • Provides comprehensive, accurate, and timely sales order information to facilitate internal order processing.
  • Reviews open order reports daily and communicates updates to customers regarding any changes in timelines.
  • Generates shipping releases with a high degree of accuracy to ensure on-time delivery.
  • Manages expedited shipments as required, with necessary management approval.
  • Creates expedited sales order requests with appropriate scheduling.
  • Handles Returns and Credit processes as needed, ensuring timely feedback for a seamless customer experience.
  • Updates customer contacts in Salesforce CRM; this data is utilized for satisfaction surveys, marketing efforts, and tradeshow notifications.
  • Utilizes Salesforce CRM to gather insights into customer expectations and documents interactions to drive continuous improvement.
  • Coordinates with cross-functional internal teams (including Pre-media, Engineering, Supply Chain, Scheduling, Quality, Production, and Shipping) to enhance the overall customer experience.
  • Escalates internal systematic/process issues until a final resolution is achieved for the customer.
  • Maintains product knowledge and a technical understanding of our offerings and processes.
  • May involve light travel for internal meetings or client engagements.

  • As a Senior CSS:
    1. Oversees the training process for new team members.
    2. Provides mentorship and guidance for the ongoing development of team members.
    3. In the absence of the team manager, authorized to make limited management decisions as necessary.
    4. Maintains a strong awareness of the customer base to provide support as needed.
    5. Steps in as required for the team, including after-hours or weekends, to support production and prevent downtime or missed shipments.

Skills and Qualifications:

  • Outstanding customer-facing communication abilities; excellent listening skills.
  • Proactive, assertive, and diplomatic approach.
  • This role requires an individual who thrives in a fast-paced environment and excels at creative problem-solving.
  • Enjoys challenges and is adaptable.
  • Exhibits a friendly, patient, and positive attitude.
  • Values teamwork and fosters a collaborative environment.
  • A 4-year college degree is preferred, or 5+ years of experience in a customer service role within a manufacturing context is highly desirable.


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