Lead Customer Service Consultant

2 weeks ago

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

Position Summary:

The Senior Customer Service Specialist role at PPC Flex is dedicated to delivering exceptional customer support to our Sales team and a designated group of clients. This position is pivotal in overseeing customer orders throughout the processing pipeline, ensuring the growth of established accounts. In the absence of the primary representative, responsibilities will be assumed by designated personnel in similar roles.

Key Responsibilities:

This document serves as a guideline to enhance communication and clarity regarding job expectations. While it outlines primary duties, it is not exhaustive; additional tasks may be assigned by your Supervisor/Manager as necessary. This description will be updated as needed to align with evolving business requirements.

Customer-Centric Approach:

  • Collaborates with Sales to develop new customer items; utilizes the PLS form for item creation in Radius.
  • Processes customer sales orders, ensuring compliance with all order specifications (minimum product requirements, pricing details, lead time considerations).
  • Provides accurate and timely sales order information to facilitate internal processing.
  • Reviews daily open order reports and communicates updates to customers regarding any changes in timelines.
  • Generates shipping releases with precision to ensure on-time delivery.
  • Manages expedited shipments as required, subject to management approval.
  • Creates expedited sales order requests and coordinates scheduling as necessary.
  • Handles Returns and Credit processing as needed, ensuring customers receive prompt feedback for a seamless experience.
  • Updates customer contact information in Salesforce CRM, utilizing data for satisfaction surveys, marketing initiatives, and event notifications.
  • Employs Salesforce CRM to gather insights into customer expectations and document interactions, successes, and challenges to foster continuous improvement.
  • Coordinates with various internal teams (including Pre-media, Engineering, Supply Chain, Scheduling, Quality, Production, and Shipping) to enhance the overall customer experience.
  • Escalates internal systematic or process issues until a resolution is achieved for the customer.
  • Maintains a comprehensive understanding of product offerings and operational processes.
  • May involve occasional travel for internal meetings or client engagements.

  • As a Senior Customer Service Specialist:
    1. Oversees the training of new team members.
    2. Provides mentorship and guidance to support the ongoing development of team members.
    3. In the absence of the team manager, authorized to make limited managerial decisions as necessary.
    4. Maintains a strong awareness of the customer base to offer support and backup as needed.
    5. Steps in as required to assist the production team during after-hours or weekends to prevent downtime or missed shipments.

Required Skills and Qualifications:

  • Outstanding communication skills with a focus on customer interaction; excellent listening abilities.
  • Proactive, assertive, and diplomatic approach.
  • This role demands an individual who thrives in a fast-paced environment and excels in creative problem-solving.
  • Enjoys facing challenges head-on.
  • Exhibits a friendly, patient, and positive attitude.
  • Values collaboration and contributes to a supportive team atmosphere.
  • A four-year college degree is preferred, or a minimum of 5 years of experience in a customer service capacity within a manufacturing context is highly desirable.

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