1 hour

Customer Service Representative - Lead (ACC)

Handicare USA, Inc.
St Louis, MO 63103





















JOB TITLE:


Customer Service Lead


DEPARTMENT:


Commercial


REPORTS TO:


Manager Customer Service


FLSA STATUS:


Non-EXEMPT




 



 


 


 


 


 


OVERVIEW:  The Customer Service Lead is responsible for supervising a team of Customer Service Representatives  and/or Specialists while maintaining order fulfillment responsibilities. You will aid in the execution of the Customer Experience Strategy to ensure we are meeting and/or exceeding the expectations.




ESSENTIAL DUTIES AND RESPONSIBILITIES:



  • Establish objectives, delegate and distribute work, conduct quality monitoring of performance, and provide regular coaching and feedback

  • Identify sensitive and/or high-risk issues that are outside of daily activities and be a key contributor for developing and delivering/implementing resolutions.

  • Prioritize and supervise workflow for others

  • Provide clear key deliverables, establish and meet deadlines, and spearhead action item resolution

  • Lead and implement new technologies and processes within your team environment

  • Streamline the Order Fulfillment workflow processes

  • Act as a subject matter expert for systems and processes, providing training when required

  • Provide ongoing support to Customer Service Reps, sales reps, and customers throughout shift

  • Additional duties as requested or required



SUPERVISORY RESPONSIBILITIES:



  • This position has supervisory responsibilities.



COMPETENCIES:



  • Knowledge of all duties completed by the Customer Care Specialist and Sr. Customer Care Specialist positions

  • Strong computer skills, (ability to create, edit and analyze spreadsheets)

  • Advanced skills at effective listening and communication (verbal/written) with internal and external personnel/customers/clients

  • SME for Customer Service procedures, call processing & soft skill techniques.

  • Strong attention to detail

  • Proven ability to successfully prioritize and plan to meet goals

  • Demonstrates leadership skills

  • Works well in a fast paced/high stress environment

  • Ability to easily adapt well to change and encourage others to do the same

  • Works well in team environment and as an individual contributor

  • Ability to effectively relay accurate and detailed information to various parties via in-bound and out-bound telephone calls, in team meetings, training sessions, and our clients.

  • Manage difficult or emotional customer situations

  • Demonstrate knowledge of company products, their application, use, features, benefits, etc..

  • Is consistently at work and on time.



 


 


LANGUAGE SKILLS:



  • Ability to read analyze and interpret documents such as safety rules, operating and maintenance instructions and procedural manuals.

  • Ability to write reports and correspondence.

  • Ability to speak effectively before groups of customers or employees of the organization.



 EDUCATION, EXPERIENCE & TRAINING:



  • Bachelors degree (B.A./B.S.) from a four-year college or university

  • 4 years related work experience in marketing, sales support & customer service

  • Or equivalent combination of education and experience.



 


CERTIFICATES, LICENSES OR REGISTRATIONS:



  • Valid U.S. Drivers License.



COMPUTER SKILLS:



  • Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook is required. 

  • Proficiency in ERP system, preferably Microsoft Dynamics AX12 or other ERP systems.



 


PHYSICAL DEMANDS:  



  • The employee may occasionally stand, walk, stoop, kneel or crouch during shift.  Employee will be required to regularly sit, use hand to finger, handle, feel and reach with hands and arms.  Employee must be able to occasionally lift and/or move up to 25 lbs.



WORK ENVIRONMENT:



  • This position works in an environment with moderate noise levels.



TRAVEL:



  • This position may travel up to 25% of the time.



 


EOE/M/F/D/V

 

 


Note: Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time.  Critical features of this job are described under various headings above.  They may change at any time due to reasonable accommodations or other reasons.  The above statements are strictly intended to describe the general nature and level of the work being performed.  They are not be construed as a complete list of all responsibilities, duties and skills requires of employees in this position.   The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


 


I have read and understand the duties of my position:


 


Print Name: _____________________________________            Date: ___________________________


Signature: _______________________________________

Categories

Posted: 2021-10-23 Expires: 2021-11-22

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Customer Service Representative - Lead (ACC)

Handicare USA, Inc.
St Louis, MO 63103

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