Customer Service Lead

The Customer Service Lead, in collaboration with the Customer Service Manager (CSM), leads and coordinates customer service operating functions to ensure optimal customer satisfaction.  Helps facilitate inter-department operations by performing the following essential functions personally or through the other department employees.

Essential Functions:

  • Leads the customer service US team to achieve daily, weekly, monthly and annual department and company goals through strategic vision, inspiration, proper communication and delegation of responsibilities.
  • Carries out daily lead responsibilities in accordance with the organization's policies and applicable laws. Plans and coordinates work, trains and motivates, monitors and evaluates performance of customer service employees; ensures their ability to safely operate office equipment & set-up ergonomic workstations; communicates and participates with the CS Manager to address employee performance/behavioral issues.
  • Enables exceptional levels of customer satisfaction, marketplace health, distributor relationships and other customer service operating functions.
  • Communicates and coordinates inter-department operations with US teams to ensure issues with customer satisfaction, marketplace health, website inconsistencies, and distributor relationships are resolved quickly.
  • Handles phone queue oversight, assists Customer Service Reps (CSRs) with questions on procedures and CS policies, ensures product manuals are the most recent version,
  • Collaborates with the CSM and CSRs in formulating and administering department standard operating procedures (SOP).  Tracking to ensure compliance with the SOPs.
  • Stays abreast of the latest ecommerce industry trends and technologies and develops planning to integrate into company’s operations to stay relevant and improve operational efficiencies.
  • Complies with federal, state, and local legal requirements by studying existing and new legislation, enforcing adherence to requirements, and advising management on needed actions.
  • Travels via automobile.  Travel may be up to 3 times a year; duration may be up to 3 days.
  • Consistent attendance in compliance of the Client Attendance Policy and for the expected performance level of the above duties.

    1. Strong attention to detail, thoroughness, and the ability to analyze information quickly
    2. Ability to engage in active listening to understand the customer and react appropriately
    3. Ability to diffuse a dissatisfied customer and resolve their concerns
    4. Showcase good leadership to inspire team members in achieving or surpassing company goals.
    5. Excellent interpersonal skills to contribute and shape a positive dynamic culture in the department and company.
    6. Ability to relate and communicate well with all levels of employees from direct reports to management
    7. Accurate keyboarding skills at a minimum of 50 wpm


    education and Experience:

    1. Associates Degree in related field or equivalent combination of experience and training.
    2. Minimum 2 years’ experience in above Essential Duties with a preference in the E-commerce industry or relevant crossover experience.
    3. 2 years’ experience in a Customer Service lead role with at least 6 employees
    4. 1 year ERP experience is preferred
    5. Proficient with computers and internet
      1. Intermediate knowledge/experience with Windows OS, Microsoft Outlook, Word, Excel
      2. MS Explorer, Chrome, Mozilla Firefox
      3. Working knowledge of a Customer Relationship Management (CRM) program

    Equal Opportunity Employer/Veterans/Disabled

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    The Company will consider qualified applicants with arrest and conviction records

    • Apply with Adecco

    Reference number US_EN_99_025338_1420723