Customer service team

Customer Service Team Lead (Mon- Fri : 7 : 00AM to 3 : 00PM) - Clayton, IN Job Category : Operations

Requisition Number : CUSTO021659

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Job Details Description Summary : The Customer Service Lead is responsible for tracking freight shipments from multiple warehouses to destination via WMS and web-based visibility portal.

such as Mercury Gate, Synapse, Red Prairie, etc.Communicates directly with customers and their distributors along with the transportation department and warehouses on the status of orders trackedWorks directly with account customer service group and distributors to resolve issues related to warehouse and transportation servicesProvides leadership to the Customer Service Representatives by solving problems, offering guidance, and providing supportInteracts with customers by phone, email, or in person and receives orders or changes in serviceAdjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigationCoordinates special, last minute shipping requests with the transportation departments, expediting orders as necessaryTraces orders as required and notifies customers of any activity concerning their merchandise, including shipping and tracing informationAssures proper invoicing of accounts by verifying computer generated invoicesMaintains a good working relationship with customers by responding to all inquiries and complaints concerning receipts, invoices, shipments, inventory counts, etc.

• in a courteous and efficient mannerReports customer feedback to management, including any signs of customer dissatisfactionActs as liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changesPerforms paperwork associated with orders including the maintenance of customer filesMaintains current and accurate procedure book which details the processing requirements for each account;
• prepares any report concerning customer services activities and performs other customer service and company related duties as necessaryNotifies management of all requested changes from the customer regarding shipping, handling, or administrative characteristicsWorks with management regarding product routing for customersOther duties as required and assignedFor food accounts, incumbent is responsible to report food safety problems to senior management to initiate action Requirements : High school diploma or GED (General Education Diploma) required;

2 year college degree preferredMinimum 3 years related experience or equivalent combination of education and experienceExperience with Synapse operating systems and warehouse management systemsPC literate with experience with Microsoft Outlook, Word and ExcelExcellent written and oral communication skills to effectively present information and respond to questions from groups of managers, customers, and co-workersAbility to write reports, business correspondence, and procedure manualsAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization existsAbility to interpret a variety of instructions furnished in written, oral, diagram, or schedule form Environment : While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel.

The employee frequently is required to sit, reach with hands and arms, and talk or hear. The employee must occasionally lift and / or move up to 25 pounds.

The employee is occasionally exposed to moving mechanical parts and vehicles and is regularly exposed to ambient lighting and temperate climate conditions.

The employee may be exposed to extreme heat and extreme cold including climates consistent with outside weather conditions.

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Job Duties as documented in this job description are considered Essential Functions and have been created by the standards of the Equal Employment Opportunity Commission (EEOC).

The standards of the Americans with Disabilities Act (1990) require that employees be able to perform Essential Functions of the job with or without reasonable accommodation.

Reasonable accommodations may be made to enable individuals with disabilities to perform the Essential Functions. Skills Education Experience

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Last updated : 2024-04-06