Customer Service Lead

4 days ago

Kalamazoo, Michigan, United States D&W Fresh Market Full time

Job Summary:

We are seeking a highly skilled and experienced Customer Service Lead to join our team at D&W Fresh Market. As a Customer Service Lead, you will be responsible for overseeing the daily operations of our Customer Service department, ensuring that all customer inquiries and issues are resolved in a timely and professional manner.

Key Responsibilities:

  • Team Management: Train and on-board new team members, manage breaks and time sheets, and ensure all company-sponsored training has been completed.
  • Customer Service: Answer and respond to all incoming customer inquiries in a courteous and professional manner, maintain documentation of inquiries, requests, and issues in our customer interaction tracking database.
  • Issue Resolution: Research and take action to resolve complaints and problems to the customer's satisfaction, under direct supervision.
  • Communication: Work with customers and other departments to ensure communication and status updates of issue resolution.
  • Order Management: Enter orders into our system in a timely and accurate manner, track, maintain, update, and correct orders, and resolve routine issues.
  • Reporting and Administration: Prepare, distribute, and maintain department paperwork, records, and reports, review and organize records for accuracy and completeness.
  • Additional Responsibilities: May maintain delivery schedules, customer credits and/or billing process, verify pricing for returns, research and authorize returns, process distribution center billing rollups, and escalate technology-related issues to IT.

Requirements:

  • Education: High School Diploma or GED.
  • Experience: One year in sales, customer service, retail, or wholesale experience strongly preferred.
  • Skills: Microsoft Office skills, oral and written communication skills, customer service skills, telephone etiquette, good organizational skills, ability to work independently and with others, ability to analyze data, and ability to use tact and judgment to respond to customer concerns.

Physical Requirements:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits:

We offer a robust and competitive Total Rewards benefits package, including a comprehensive benefits program, 401(k) plan, and opportunities for professional growth and development.

Equal Opportunity Employer:

D&W Fresh Market is an Equal Opportunity Employer, including disability and veteran, that celebrates diversity and believes employing a diverse workforce is key to our success.

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