Customer Service Operations Lead

Responsibilities

• Achieve customer metrics to ensure performance goals are successfully met, decrease incident rates, comply with Standard Operating Procedures.
• Monitor calls and be prepared to de‑escalate calls.
• Oversee all paperwork associated with orders and maintain the corresponding files.
• Maintain a current procedure book for the customer service jobs and functions.
• Act as a liaison between operations and the customer in administration of accounts and between the office and customer regarding credit charges.
• Coordinate special customer requests with the transportation and operations departments, expediting orders as necessary.
• Compile statistical information from manifest data and prepare related reports.
• Help lead the execution of daily dispatch to include the planning, delivery, monitoring of assigned loads, drivers, and equipment in tandem with the customer's requirements for production plans, routes and schedules.
• Maintain a good working relationship with customers by responding to all inquiries and complaints concerning shipments, inventory count requests, etc., in a courteous and efficient manner.

• High school diploma or GED required.
• Three (3) years or more customer service experience required.

• High school diploma
• GED