Customer Service- Lead

Responsibilities

• Coordinate with Business units when working with direct reports or teams:
  Administrative / Reporting Duties:
  Respond to inquiries/correspondence from internal/external customers.
• Quality / Productivity Assurance:
  Communicate quality information required for all customer service to ensure first contact resolution.
• Identify and appropriately communicate/assist in the resolution of product quality and service issues.
• Communicate opportunities to management with recommendations or solutions.
• Assist Supervisor with Performance Management processes.
• Coach / Mentor Associates:
  Ability to facilitate/lead teams in order to reach a positive outcome.
• Communicate individual performance feedback to associate and supervisor to ensure goals are achieved.
• Assist associates with order entry/processing questions.
• Identify and schedule training needs to aid associate in meeting job expectations and to further associate growth and development.
• Mentor associates to encourage process improvement.
• Leadership:
  Demonstrated ability to lead associates servicing all customer service. Leads/Supervisor, and completion of special projects/teaming as assigned.

• Excellent problem solving skills.
• Excellent communication skills (written, oral, listening, approachable).
• Excellent conflict resolution skills.
• Ability to multi-task - organizes and prioritizes appropriately.
• Willing to learn a variety of Business units (Retail, Designer Sales).
• Basic product knowledge.
• Proficient navigation and understanding of current computer applications, i.e., systems, order management and databases.
• Excellent analytical skills.
• Ability to Coach/Mentor direct reports.
• Good decision making and judgment.
• Must be capable of dealing with ambiguity.
• Deliver effective presentations to individuals, small groups, peers and direct reports.
• Schedule Varied hours;
  Flexible schedule to include nights and Saturdays rotation.
• Work from Williamsport and Montgomery Buildings.