Customer Service Team Lead

3 weeks ago

Troy, Ohio, United States ITW Full time
Job Description:

This position is responsible for leading a team of non-exempt employees to provide exceptional customer service by responding to customer questions, complaints, inquiries, and orders for the organization's products and/or services. The ideal candidate will have strong problem-solving skills and the ability to be accurate.

Key Responsibilities:
  • Efficiently and effectively manage large numbers of incoming communications and customer requests while delivering exceptional customer experience.
  • Develop strong relationships with customers by understanding their needs and recommending solutions.
  • Provide compliant, accurate, valid, and complete information for the customer by using the right methods/tools.
  • Responsible for management of order entry and group emails to ensure timely order entry and issue resolution.
  • Communicate customer requirements to internal customers to ensure proper execution at the time of service.
  • Ensure that all contractual commitments are being met throughout all stages of the process.
  • Act as a liaison between internal customers and the customer/dealer to provide ongoing, consistent, timely communication.
  • Plan, direct, supervise, and evaluate workflow.
  • Train, assist, and lead other assigned Customer Care Representatives with all aspects of customer service when needed.
  • Responsible for application and day-to-day organizational policies and procedures.
  • Identify and facilitate process simplification to drive improved customer service in cooperation with Customer Care Supervisor/Manager.
  • Drive and clarify processes for internal and external customers.
  • Coordinate and monitor work activities to achieve expected volumes and operational requirements.
  • Identify and direct training needed by team based on analysis of issues and inquiries.
  • May make hiring decisions and conduct performance appraisals.
  • Responsible for special price concessions, quotes, bid allowances, adjustments, and discounts.

Requirements:
  • Associates Degree preferred or high school diploma/GED with equitable years customer service experience.
  • 4 years customer service experience.

Knowledge and Skills:
  • Customer Service - highly professional demeanor with excellent telephone skills and etiquette.
  • Knowledge of distribution and supply chain operations is preferred.
  • Demonstrates basic mechanical aptitude and ability to read parts manuals.

Competencies:
  • Understanding of basic math (addition, subtraction, multiplication, division, calculations of percentages).
  • Ability to comprehend specifications provided within orders and translate them to the desired parts per Purchase orders.
  • Basic knowledge of / working knowledge of Windows applications and Microsoft Office programs such as Word and Excel.

Why Work for Us?
  • Competitive pay.
  • Great insurance options with low premiums.
  • Paid vacation and holidays.
  • 401K with company match.
  • Extensive on-the-job, online, and classroom training.
  • Service vehicle, uniforms, and safety equipment provided.
  • Safety-conscious work environment.

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