Customer Service Team Lead

Essential Responsibilities:

Customer Service Operations:

• Schedule daily coverage for all essential CS tasks (phone, email, data entry, retail customer service, and returns processing), including off-hours coverage for weekends and holidays as needed for online sales
• Ensure CS systems and phone coverage are available during all CS rep working hours, and all sales folders are attended to daily
• Ensure all data entry is accurate, timely, and complete
• Manage allKey Account and Internationalorderprocessing and work cross departmentally to ensuretimelyandaccurate shipment of orders
• Coordinate training for newteam members, ensuring all staff are properly trained on current systems, policies, and procedures, including refreshers and updates
• Reviews and prepares CS team timecards
• Manage phone system
• Lost sales reporting
• Maintain regular communication with the Sales Operations Manager  regarding staffing gaps, operational bottlenecks, and emerging team issues to support timely and effective problem solving. Give feedback for alignment building process.

• Answer incoming calls and voicemailsin a timely manner,assisting callers with all questions, concerns, and issues

• Distribute orders received via all CS channels to Customer Service Team for entry
• Conduct morning and afternoon daily order coordination reporting to Customer Service, Sales, and Operations
• Monitor order volumes with all CS team members and continue to distribute or reallocate orders throughout the day.
• Coordinate Key Account and International order (large order) process:
• Enter and confirm all large Key Account and International orders received
• Maintain the Key-Int’l Order Update spreadsheet to keep an accurate list of all new and pending large orders
• Conduct weekly large order review in coordination with the Large Order Team
• Communicate shipping and stocking status to all Key and International Accounts
• Coordinate payment and shipping details with customers and internally
• Manage stock communications and Shopify/Faire inventory for in-stock/out-of-stock updates and determineout-of-stock process (i.e., backorder, cut, order re-dating)
• Coordinate order entry for all free fill & promotional orders for chains
• Coordinate entry of Rep and Key Account mailings and communicate special packing requirements and shipment details cross departmentally
• Ensure that a back-up is in place to complete order coordination tasks in your absence
• Enter Web inventory reconciliation orders daily

• Answer account requests and resolve concerns ina timelyand fair manner in consultation with other teams
• Enter and updatecontract pricingin Sysprofor all key accounts
• Maintain positive relationships with International and Key Account buyers
• Maintain and communicate new products, product changes, pricing changes or discrepancies, terms, and special allowances, including updating international price lists and sending admin noticesfor international accounts
• Complete all new international vendor paperwork and set up new international distributor and key accounts in SYSPRO, communicatingspecial requirements(labeling, packaging, shipping, import/export documentation, etc.) tothe Fulfillment and Ops teams; create price lists if necessary
• Create order entry procedure documents for all new keyand internationalaccounts and updateas necessary
• Ensure all required paperwork is received prior to shipping key account opening orders

• Manage Gorgias platformmaintenance and updates
• Perform Brand levelE-Commerceadministration: manage stocking position, overstocks, bundle management (, Faire)
• ManageMAPPTrap Platform
• Perform internal document maintenance for new products, product changes, and price changes

• Keep up-to-date and current about Badger products and ingredients through programmed and self-guided trainings
• Help to follow upon orderquestions as needed
• Coordinate shipping timelines andlogisticsinternally and externally
• Other duties, as assigned

Pay range $22.00 - $27.00 an hour; salary is commensurate to experience.

• 3-5 years of experience in a customer service role, with a demonstrated track recordof resolving customer issues and improving service processes
• Prior experience in sales or a sales-support function, with an understanding of order processing, account management, or upselling/cross-selling techniques
• Experience supervising, mentoring, or leading a team preferred; candidates with informal leadership experience (e.g., training new hires, leading process improvements) will also be considered
• Exposure to project management principles or experience coordinating cross-functional initiatives is a plus
• Mustdemonstratea high levelof comprehension of the company’s products, natural and healing products, and communicate the value of these products.

• Strong computer skills required, including Windows Office, Outlook, order entry systems,SYSPRO ERP software, have comfort levelmaintainingdatabases and creating informative…