Customer Service Team Lead

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Mid-Senior level

Full-time

Other

Food Production

• Prioritize, schedule, and delegate work assignments.
• Monitor team performance, provide ongoing feedback and coaching.
• Establish, implement, and maintain customer‑service standards, policies, and procedures.
• Ensure continuous, on‑going improvement of processes and methods to maintain and improve the quality of customer service.
• Ensure customer‑service personnel maintain and improve customer goodwill during contact periods.
• Develop item pricing and regularly update pricing on corresponding spreadsheets.
• Address and resolve escalated customer complaints when staff cannot handle them.
• Develop and maintain customer relationships with major customers.
• Participate in cross‑functional teams with manufacturing, engineering, quality assurance, and shipping to address and resolve customer problems.
• Support customer service by assisting the department with sales calls, processing new orders, samples, and coordinating shipping releases.
• Recommend product or service modifications or improvements based on information gathered from customer service.
• Ensure completion and maintenance of all required paperwork, documentation, files, records, etc.
• Ensure compliance with all housekeeping procedures and quality and safety regulations.
• Write up product descriptions and ensure product is correctly priced and described on 1
  
  World Sync.

• Associate’s degree in business administration, communications, marketing, or social sciences required; bachelor’s degree preferred.
• 3‑5 years of experience in customer service or a combination of education and experience.
• Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, or governmental regulations.
• High proficiency in MS Office Suite (Word, Excel, PowerPoint).
• Proficiency in D365 or similar ERP system and Cleo EDI strongly preferred.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to present information and respond to questions from managers, customers, and employees.
• Ability to work collaboratively in teams or committees.
• Strong organizational skills with the ability to manage multiple tasks, set priorities, and meet deadlines.
• Demonstrated problem‑solving ability with a high degree of confidentiality and accuracy.
• Competency in action orientation, listening, informing, and motivating others.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Individuals may need to sit or stand regularly. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials. Proper lifting techniques required; may include lifting up to 25 pounds for files, computer printouts occasionally. Specific vision requirements include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

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