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Customer Service Team Leader

2 months ago

Chicago, Illinois, United States Gold Eagle Full time
JOB TITLE: CUSTOMER SERVICE TEAM LEADER

REPORTS TO: Senior Supply Chain Manager

JOB SUMMARY: Oversees the Customer Service team, acting as the main liaison for business-to-business clients. This role serves as a bridge between the Assistant Director of Supply Chain and the Customer Service team.

KEY RESPONSIBILITIES:
  • Facilitates the effective distribution and management of client orders and inquiries.
  • Ensures the team delivers professional service to both internal and external clients by disseminating essential information and enhancing their communication skills across various channels including in-person, phone, email, and fax.
  • Monitors incoming client communications to guarantee timely actions and responses.
  • Promotes a collaborative team culture through information sharing, collective problem-solving, training, coaching, and relationship building.
  • Serves as an efficient intermediary between internal departments to establish processes and resolve issues.
  • Supports Customer Service Representatives by providing assistance in obtaining information, confirming prices, revealing promotions, and processing orders when necessary.
  • Engages in the evaluation of software systems that influence customer service operations.
  • Stays informed about Gold Eagle products, including their features and advantages.
  • Actively seeks opportunities for enhancements that will improve customer service, streamline operations, and boost efficiency.
  • Keeps the Assistant Director updated on client concerns or unresolved matters.
  • Contributes to special projects assigned individually or collaboratively by the Manager.
QUALIFICATIONS:
  • At least six years of experience in Customer Service; experience in Order Entry is advantageous.
  • Professional demeanor with strong phone etiquette; excellent verbal and written communication skills in English; capable of reviewing service policies and procedures with colleagues; able to assist challenging callers and make sound decisions; proficient in mathematical reasoning.
  • Skilled in managing multiple tasks simultaneously.
  • Self-driven with a strong commitment to resolving issues promptly and effectively.
  • Able to inspire others to foster a team-oriented environment.
  • Comprehensive understanding of the EDI process.
  • Strong interpersonal abilities.
  • Capable of making recommendations and influencing individuals at all organizational levels; open to innovative ideas and change.
  • Willingness to accept challenges and constructive feedback.
  • High school diploma required; college coursework is a plus.
  • Proficient in computer systems (Windows Applications, Microsoft Office, Outlook, etc.); familiarity with JD Edwards System is a plus.