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Customer Service Team Lead

This position is located in Mukwonago, WI Position Summary
Responsible for the management, coordination, and development of customer accounts. The Team Leader will supervise Customer Service Representatives (CSRs) and/or projects and work closely with the Sales, Management, and Internal Personnel to meet customer satisfaction expectations.
Job Elements & Position Responsibilities
Complete order entry, provide order status information, inventory levels, late shipment notification Supervise CSR's day-to-day activities, answering questions or assisting with problem resolution and /or projects.
Develop CSR's in creative problem-solving techniques, if applicable.
Conduct performance appraisals for and oversee corrective action efforts of the CSR Service Group, if applicable.
Identify key opportunities required to either answer customer needs or improve the group efficiency.
Oversee training of newly hired CSRs, if applicable.
Recommend, develop, and oversee development of CSR Group goals.
Maintain pricing and Customer Service system integrity for Accounts.
Recognize, recommend, and implement system enhancements related to pricing and/or Aptar business initiatives.
Provide back-up as necessary with customers, sales personnel, and internal personnel.
Identify opportunities to streamline work processes within Customer Service. Work with other CS Team Leaders to move identified initiatives forward.
Work with Sales and Key Customer Accounts to identify and move forward opportunities to further integrate customer service at these accounts.
Work with Sales Manager to identify Customer Service needs required on an overall market level. As a result, develop and implement strategy to move them forward.
Represent Customer Service needs internally and work inter-departmentally to address them.
Develop and implement inside sales strategy supporting growth at accounts. Assume accountability for success/failure of plan.
Provide account management on a day-to-day basis, as needed.
Manage sales aspects of second-to-third tier accounts. This includes assuming responsibility for pricing, sales level contact, and any needs required to support growth at these identified accounts.
Support and adhere to all system procedures and Company policies / procedures.
Maintain a clean and safe work environment. Follow all safety regulations.
Lead cross-functional Continuous Improvement (CI) initiatives.
Perform other related duties assigned.
Required Qualifications
Education
Bachelor's degree required.
Experience:
A minimum of 4 years Customer Service experience required.
Previous supervisory experience preferred.
Experience in inside sales preferred.
Skills
General knowledge of mainframe and personal computers.
Excellent interpersonal and communication skills.
Detail-oriented, quality conscious, and a self-starter with organizational skills.
Proficient in Microsoft Windows operating system, including Microsoft Office Applications and Outlook.
Courteous, tactful, and possesses excellent interpersonal and relationship building skills.
Able to manage multiple priorities.
Represent Distribution, Customer Satisfaction, in meetings with customers as required.

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