What are the responsibilities and job description for the Customer Service Leader position at CasterDepot?
At CasterDepot, we’ve been providing quality casters and above-and-beyond service since 1980. Along the way, we came to an important conclusion: a lot of responsibility rests on a simple caster, no matter the product it supports. Our family has welcomed the responsibility to support our customers, always striving to provide the best quality product, at the best price, without compromise.
Customer Service Lead
Responsibilities
In this supervisory role, you will lead a team of Customer Care Associates that act as the hub of our operations - connecting the Sales, Warehouse, Customer Service, and Finance functions
Supervise a staff of 3 Customer Care Associates and will manage the daily workload to ensure required service volume and quality levels are attained
Supervise, train, provide performance feedback and assign duties of direct reports to ensure productivity, efficiency, and effectiveness
Responsible for listening to calls, monitoring team performance, and delivering evaluations and feedback
Train and coach staff in standard policies, procedures, and best practices and will identify opportunities for operational improvements and implement solutions
Contribute to the development of processes and procedures
Provide both internal and external customer service, including supporting the needs of our sales representatives
Support our sales team by providing product information and support and generating sales quotes
Take orders from customers, set up and monitor accounts, and work with the fulfillment team to ensure timely delivery to the customer
Interface with the management team, supporting ad hoc requests
Handle escalated customer issues and validate the claims
Coordinate with Operations to meet on-time turnaround goals
Conduct root cause assessment to proactively improve customer services month over month
3 years customer service experience in warehousing and/or distribution environment
Job Type: Full-time
Pay: $40,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Wayland, MI 49348: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- What salary will you be requesting?
Experience:
- Customer Service: 3 years (Required)
Work Location: One location
