We do not sponsor and candidates must live in/near Westlake, Ohio.
The Customer Service Representative Team Lead is responsible for assisting the Operations Director in developing and managing assigned customer service professionals team to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.
The Customer Service Representative Team Lead will also assist to ensure processes and procedures are followed by the team and accurate and timely entry of customer orders shipping from IMCD US warehouses or directly from principals and acknowledgements thereof, provide pricing information upon request, arrange special freight where required, provide tracking information, upon request, process of returned material authorizations, timely processing of credit memos, incident reports, and ongoing upkeep of customer comments specific to individual requirements.
Committed to the overriding goal of ensuring we meet or exceed our customer’s expectations by providing solutions, exploring opportunities for process improvements, and demonstrating commitment to building a better organization.
The Customer Service Team Lead will serve as a member of the customer service department team, which aids the company in fulfilling its core purpose of providing commercial and technical solutions to its customers and principals.
Essential Functions Assists in developing and managing assigned customer service professionals team.
Assists in providing daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner.
Provides continual evaluation of processes and procedures.
Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.
Assists in providing statistical and performance feedback and coaching on a regular basis to each team member.
Assists with writing and administering performance reviews for skill improvement.
Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction, and resolution.
Assists with ensuring employees have appropriate training and other resources to perform their jobs.
Assists with responding to and resolving employee relations issues expressed by team members.
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
Assists with addressing disciplinary and/or performance problems according to company policy.
Assists with preparing warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
Works as a member/leader of special or ongoing projects that are important to area/process improvement.
Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
Assists with establishing work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
Uses appropriate judgment in upward communication regarding department or employee concerns.
Manages assigned customer base.
Develops and maintains relationships with Customer Service, Accounting, Supply Chain, Commercial, and Principal Customer Care personnel.
Competencies Customer/Client Focus.
Problem Solving/Analysis.
Communication Proficiency.
Leadership.
Organizational Skills.
Performance Management.
Supervisory Responsibility This position has some supervisory responsibilities.
Work Environment This job operates in a professional office environment.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Position Type/Expected Hours of Work This is a full-time position and the hours of work and days are Monday through Friday from 8 a.m.
to 5 p.m., unless otherwise directed by the Operations Director.
Occasional evening and weekend work may be required as job duties demand.
Travel Overnight travel will occasionally be required between office locations, not more than once per quarter.
Required Education and Experience Associate’s Degree.
Four to six years of customer service experience.
Two to three years of leadership experience.
Computer experience.
Experience in a fast-paced environment.
Preferred Education and Experience Bachelor’s Degree.
Four to six years of customer service experience.
Three to five years of leadership experience.
Experience in a fast-paced environment.
Skills Possess excellent customer service skills; positive, professional, and polite demeanor to interact with customers and team-members in a proficient manner.
Ability to multitask and switch focus quickly.
Strong organizational and analytical skills with impeccable attention to detail as well as the ability to think creatively, independently, and strategically.
Deadline-driven, detailed oriented, and conscientious.
Must possess good organizational skills and the ability to think strategically.
Proficient with common computer programs, including Microsoft Office.
Excellent written and verbal communication skills.
This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position.