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Customer Service Team Leader

2 months ago

Detroit Lakes, Minnesota, United States Lakeshirts Full time
Position Overview

Customer Service is a Mindset, Not Just a Function.

THE ROLE:

We are seeking a dedicated leader who embodies this principle and contributes to our commitment to delivering exceptional service to our clients. If you thrive in high-pressure environments, can resolve conflicts effectively, and maintain a positive demeanor, this role may be ideal for you. The Customer Service Coordinator Lead will not only fulfill the responsibilities of a Rep Coordinator but will also oversee a team of College Rep Coordinators. This position requires collaboration with other leaders and trainers to uphold and communicate service standards across various divisions.

Work Arrangement: Options available for onsite, hybrid, or remote work. Candidates residing in specific states will be eligible for remote work.

Typical Work Schedule: Monday to Friday, 8 AM to 5 PM, with a commitment of 45+ hours per week.


Key Responsibilities:

  • Provide daily support to your assigned sales representatives while ensuring service standards are upheld.
  • Collaborate closely with management and training staff to address inquiries and concerns.
  • Coordinate with the production team to fulfill customer requests efficiently.
  • Reallocate tasks and adjust team priorities as needed to meet deadlines and daily requirements.
  • Communicate urgent departmental needs and flag any special order requirements.
  • Work alongside other team leads to maintain service standards and promptly relay changes to the team.
  • Ensure that service level agreements are consistently met by your team and related departments.
  • Engage with representatives, clients, and colleagues through various communication channels in a professional manner.
  • Conduct weekly team check-ins and report performance metrics to the Customer Service Manager.
  • Address any inconsistencies in service standards with the Customer Service Manager.
  • Collaborate with the Customer Service Manager to resolve team member concerns and performance challenges.
  • Conduct quarterly performance evaluations and annual salary reviews in conjunction with management.
  • Regularly review processes to enhance operational efficiency.
  • Oversee payroll and attendance for your team.

Required Skills and Qualifications:

  • A minimum of 2 years of leadership experience managing a team of at least 5 employees.
  • Preferred 5 years of experience in Customer Service.
  • Proficient in using Excel for data analysis, including filters, pivot tables, and formulas to identify operational bottlenecks.
  • Strong multitasking and problem-solving abilities with keen attention to detail.
  • Independent decision-making skills grounded in sound judgment.
  • Ability to work collaboratively within a team environment.
  • Dependable, responsible, and adaptable to changing circumstances.
  • Capable of managing multiple interruptions while maintaining focus.
  • Excellent verbal and written communication skills.
  • Familiarity with technology, including PowerPoint, Excel, and Word, to enhance organizational efficiency.
  • Open-minded and adaptable to change.
  • Personable, energetic, and optimistic with a good sense of humor.
  • Must align with our company culture and values.

Remote Work Requirements:

To effectively perform your duties remotely, a reliable internet connection is essential, meeting the following minimum specifications:

  • Download Speed: Minimum of 100 Mbps recommended for optimal performance.
  • Upload Speed: Minimum of 20 Mbps recommended for seamless communication and collaboration.

All remote employees must also adhere to the following:

  • Have both Cable and DSL internet options.
  • Provide their own equipment, including monitors and accessories.
  • It is recommended to have dual monitors for enhanced productivity.
  • Chromebooks are not compatible with our systems.

OUR CULTURE: We take pride in our unique, non-corporate atmosphere and are looking for dedicated individuals who will contribute positively to our company culture. Lakeshirts | Blue 84 is one of the largest privately-owned screen-printing manufacturers in the U.S., producing a vast array of garments for various markets. We value our employees and strive to create a workplace that feels more like a lifestyle than just a job.

Cognitive and Physical Requirements: Employees must possess the ability to see, hear, read, and write, along with good judgment and interpersonal skills. Physical demands may include lifting, standing, walking, and other activities as required by the role.

Note: This job description is not exhaustive and may be subject to change based on the needs of the business.