Customer Service Lead

Overview

The Customer Service Lead is responsible for making sure that all customer inquiries are carried out according to customer specifications. This would include responding to customer inquiries processing orders & receipts, handling complaints in a prompt, courteous and effective manner. Other responsibilities involve scheduling of CSR/Office Clerks.

• Interacts in a good working relationship with customers by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc. in a courteous and effective manner
• Coordinates special and last minute shipping requests, expediting any order as necessary
• Provides follow up with other departments to ensure service standards are being met
• Assures proper invoicing of accounts by verifying computer generated invoices
• Maintains damage records and back order logs
• Communicates customer feedback to management including any signs of dissatisfaction
• Acts as a liaison between the warehouse and the customer in administration of the accounts and between the office and customers regarding invoicing and credit changes
• Oversees all paperwork associated with orders and maintain the corresponding files

• 1-2 years related experience in customer service
• Strong computer knowledge including MS Office applications
• Shipping software systems including UPS and Federal Express
• Excellent oral and written communication skills
• Excellent customer service skills
• HS diploma or equivalent
• Must be able to work in varying facility conditions.
• Ability/availability to work irregular or extended hours including nights, weekends and holidays as needed

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

41 CFR 60-1.35(c)

The Company will consider qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local laws.

PC-79810