Customer Service Team Lead

Description

Job Summary

The Customer Service Representative is responsible for providing daily support to customers by processing orders, responding to product information requests, handling credit requests, and addressing general inquiries. This role ensures excellent service delivery, seamless customer experience, and adherence to company policies and standards. The Customer Service Representative actively engages in team meetings, partners cross-functionally and with team members to support company-wide goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Represent the company in a professional, courteous, compliant, and efficient manner in all interactions with customers and consumers.
• Accurately enter orders and credit requests received via telephone, EDI, email, or mail into the appropriate system.
• Maintain accurate records of non-order-related customer communications.
• Meet or exceed individual performance KPIs as established by management (e.g., Zendesk ticket metrics, Comporium phone call scorecards).
• Apply policy-based solutions and corrective actions to resolve customer concerns, escalating complex or unresolved issues when appropriate.
• Use product resources and policy guidelines to provide accurate and timely product information, including substitutions and alternatives when necessary.
• Identify preventable error trends and participate in the development of proactive solutions.
• Coordinate with Returns & Credits Administrator, Pricing/Promotions Administrator, and accounting to ensure accurate and timely processing of credits, orders, and promotions.
• Research and process credit, return, and replacement requests while enforcing current policies.
• Support sales representatives and customers with credit-related inquiries.
• Stay current on company products and policies to provide reliable information and solutions.
• Contribute feedback and suggestions to improve systems, processes, and customer experience.
• Complete special projects assigned by the Team Lead or Customer Service Manager.

SUPERVISORY RESPONSIBILITIES: None

Requirements

Education and/or Experience:

• 3+ years of experience in Customer Service, preferably in the consumer-packaged goods industry.
• Familiarity with CRM systems, order management tools, or ERP systems.
• General understanding of problem-solving and conflict resolution methods.

Knowledge, Skills and Abilities:

• Strong written, verbal, and interpersonal skills.
• Active listening and empathy in customer interactions.
• Critical thinking and problem solving skills to resolve customer concerns.
• Strong interpersonal skills for building positive relationships with customers and team members.
• Detail-oriented with strong organizational and time management skills.
• Ability to learn and retain product, policy and system knowledge.
• Ability to work independently and collaboratively in a remote team environment.
• Ability to adapt to changing procedures, systems or business needs.

Physical Demands

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand and walk. The employee is regularly required to talk and hear; use hands to finger, handle, or feel; and reach with hands and arms. Specific vision abilities required by this job include the ability to view a computer screen.

Work Environment

This employee works hybrid, 3 days in office.

The above statements are meant to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

Employee signature below constitutes employee's receipt of this job description and understanding of the requirements, essential functions and duties of the position.