Customer Service Lead

4 weeks ago

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

Job Summary: We are seeking a highly skilled Customer Service Lead to oversee tasks and team members within our Customer Service Sales department. The ideal candidate will have excellent communication skills, be able to multitask effectively, and have a strong customer service background.

Key Responsibilities:

  • Train and onboard new team members on their roles and responsibilities
  • Manage breaks and time sheets for associates
  • Ensure all company-sponsored training has been completed by team
  • Answer and respond to all incoming customers' telephone calls and emails in a courteous and professional manner
  • Maintain documentation of inquiries, requests, and issues in customer interaction tracking database
  • Research and take action to resolve complaints/problems to the customer's satisfaction, under direct supervision
  • Ensure customer issues are addressed promptly; follow issues through to completion and partner with other departments as needed to ensure resolution
  • Work with customers and/or other departments to ensure communication and status updates of issue resolution
  • Enter orders into the system as required in a timely and accurate manner
  • Track, maintain, update, and correct orders in the system and resolve routine issues, as necessary
  • Escalate issues to management as appropriate (i.e., missing, or incorrect orders, order accuracy issues, etc.)
  • Prepare, distribute, and maintain department paperwork, records, and reports accordingly (i.e., customer labels, delivery tickets, transaction logs, customer statements, order forms, credit forms, custom customer reports)
  • Review and organize records for accuracy and completeness
  • Distribute and/or deliver incoming and outgoing mail as assigned
  • May maintain delivery schedules (both holiday and non-holiday)
  • Customer Credits and/or Billing Process Vendor Credit Memo (VCM) payments (military)
  • Verify pricing for all items included in a return authorization request
  • Research, authorize, and record returns, including mis-picks, damages, outdated items, and product recalls
  • Process distribution center billing rollups with DeCA (military)
  • Escalate technology-related issues to IT (Information Technology) Customer Support Center for resolution
  • Follow established severity level definitions to apply consistent sense of urgency to issues reported. Send credit tracker report as required
  • Handle Consumer inquiries and work with internal teams to provide resolution
  • Quality Assurance Work with external manufacturers to address concerns and establish corrective actions
  • Additional responsibilities may be assigned as needed

Requirements:

  • High School Diploma (required) or GED
  • One year in sales, customer service, retail, or wholesale experience strongly preferred
  • Microsoft Office skills: must be highly proficient with Microsoft Excel and Word
  • Oral and written communication skills are necessary
  • Customer service skills, and telephone etiquette
  • Good organizational skills to prioritize and multitask effectively
  • Ability to work independently and with others
  • Ability to analyze data
  • Ability to use tact and judgment to respond to customer concerns and work cohesively with a team
  • Ability to work efficiently with frequent interruptions

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