Customer Service & Sales Support Team Leader

Job Description

As a Customer Service & Sales Support Team Leader, your primary role is to oversee and manage a team of customer service representatives. You will ensure that exceptional customer service is delivered to both internal and external customers. You will need to have ability to motivate team, handle customer issues, and make sure all goals and objectives are met.

RESPONSIBILITIES:

Lead, motivate, and coach team members

Supervising day-to-day operations in the customer service department

Answers customers and team members questions and resolves customers problems and complaints.

Manages customer staff, implement job expectations, and performs reviews.

Develop and set goals for team members and provide constant feedback

Provide guidance and support to team members to deliver excellent customer service

Assist in hiring and training of new customer service representatives.

Monthly customer service metrics

Ensure customer satisfaction and provide professional customer support

Achieve product, technical, and territory knowledge

Responsible for servicing and supporting existing key accounts

Building sustainable relationships with customers and co-workers

Daily and weekly reporting

Identify system and workflow improvements to enhance team and customer experience

Work with team on culture initiatives and maintain positive work environment

Set example to team members of commitment, customer service expectations, work ethic, and personal character

Collaborate with other departments such at purchasing, accounting, and logistics

Assist CSR team in daily activities as needed

QUALIFICATIONS:

Knowledge, Skills and Abilities:

Strong customer service skills

Excellent problem solving and decision making abilities

Ability to handle challenging customer situations

Superior organizational and time management skills

Microsoft Office experience

Experience:

Bachelor’s degree (preferred) or equivalent work experience

Proven experience in customer service leadership role

Infor experience preferred

Benefits:

Medical, Dental, Vison

Life, Short- & Long-Term Disability

Optional Voluntary Benefits

Employee Stock Ownership Plan (ESOP)

401K