Customer Service Representative

Customer Service Representative - Bilingual (English/French)

Founded in 1981, Lanter Delivery Systems is a national logistics company and a leader in overnight, unattended delivery of auto, agricultural and industrial parts from their customer's distribution centers to dealer locations. In the 21st century we live in a business culture that demands cost and logistical efficiencies combined with increased productivity. Lanter's strategic, process driven approach has been embraced by the marketplace and is setting new standards in the automotive and agricultural manufacturing marketplace. We see a bright future on the road before us and we are very excited about bringing our solutions to a variety of new industries.

The ideal candidate will embody our company's Non-Negotiables:
• Walk in Humble Confidence - We are experts at what we do, but we never assume we know everything.
• Be Open, Honest and Respectful - We say what has to be said in a tactful, courteous way.
• Be Fearless - We never fail, we only learn.
• We are One Team - We achieve more together by collaboration and consensus.
• Delivery on Commitments - We do what we say we will do.
• We have a Passion to Serve - We are dedicated, hardworking individuals who provide exceptional service to our customers and to each other.
• We put Safety First - We prioritize the safety of our team members and customers above all else in our business.
• We Strive for Operational Excellence - We are dedicated to a culture of continuous improvements, driving quality and productivity.

Position Summary:
Under general supervision, the customer service representative is responsible for answering phone calls and emails, responding to customers, carrier partners, and drivers' questions and concerns, and assisting the team with administrative duties.

Key Deliverables:
1.Display a positive attitude and provide courteous, friendly service to all internal team members and external clients by responding promptly and efficiently to inquiries, requests, and complaints.
2.Able to communicate both over the phone and via email in a professional and detailed manner.
3.Demonstrate knowledge and understanding of Lanter Delivery Systems Non-Negotiables and apply the concepts daily.
4.Provide front line support for all customers, carrier partners, and LDS Operations by handling all inquiries to ensure we exceed expectations.
5.Provide timely proactive communication to dealers daily regarding service delays that will affect their delivery.
6.Build sustainable relationships and trust with customers by anticipating customer needs and taking timely and appropriate action.
7.Document all customer interactions pertaining to shortages, damages, late deliveries, service incidents, customer requests, etc. in Dynamics CRM to ensure accurate information and reporting.
8.Handle customer, carrier partner, and Operations inquiries, by providing appropriate solutions and alternatives within approved time limits, and follow up to ensure resolutions are satisfactory.
9.Manage daily case follow up in Dynamics CRM to ensure customers are kept updated and all cases are followed up on timely.
10.Manage Outlook inbox to ensure all email inquiries are responded to timely.
11.Protect company assets and confidential information in accordance with company policies and procedures, including but not limited to client, team member, and proprietary company information.
12.Communicate effectively with French-speaking customers, carrier partners, and drivers via phone and email.

Reasonable accommodations may be made to enable individuals with disabilities to perform the key deliverables.

Competencies:
1.Superior verbal and written communication skills with people at all levels.
2.Customer & team focused.
3.Organizational skills.
4.Ability to work independently, take initiative & problem solve while applying critical thinking to decisions.
5.Technical capacity.
6.Fluency in spoken and written French required; ability to communicate professionally with French-speaking customers, carrier partners, and drivers.

Supervisory Responsibilities:
This position has no supervisory responsibilities.

Position Type / Expected Hours of Work:
This is a full-time position; hours of work are typically Monday through Friday between 5:00 am and 5:00 pm; 35 - 40 hours per week; some Saturdays required.

Travel:
Travel required for in-person training in Lanter's Madison, IL office.

Background and Experience:
1.Proven success in providing excellent customer service in a previous role or life situation (e.g., volunteer, sports team, etc.)
2.Strong knowledge of all Microsoft Office programs.
3.Knowledge and understanding of Microsoft Dynamics is a plus.
4.Bilingual English/French communication skills required.

Work Environment:
Remote - must have a quiet and private environment available during working hours.

Physical Demands:
The physical demands described here are representative of those that must be met by a team member to successfully perform the key deliverables of this job. While performing the duties of this job, the team member is regularly required to communicate verbally and in writing and sit for extended periods of time.

Other Duties:
This job description is not designed to cover a comprehensive listing of activities, duties or responsibilities required of the team member for this job. Duties, responsibilities, and activities may change per location based on business needs as well as change at any time with or without notice.

EEO Statement:
Lanter Delivery Systems provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Lanter Delivery Systems complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Lanter Delivery Systems expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Lanter Delivery Systems team members to perform their job duties may result in discipline, up to and including discharge.

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