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.
  • Job COMPETENCIES:

    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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    Reference number US_EN_99_025338_1420723