What are the responsibilities and job description for the Customer Service Lead position at Gpac?
Customer Service Lead
Gpac is partnered with a reputable and family run manufacturer that is seeking a Customer Service Lead.
Job Summary
Under the direction of the Customer Service Manager, the Customer Service Lead manages customer complaints and customer service requests by investigating problems, making recommendations, and developing solutions. Provides the best possible support by responding to all of the customer requirements from reps, dealers and end users. This role is responsible for process improvement, is a customer escalation contact, and mentors the group with product knowledge.
Essential Duties and Responsibilities
- Manages daily process and transactional functions within the group to ensure quality, customer care and quality of the following: proper order entry/purchase orders and pricing information, managing credit memos and other invoice adjustments, and the efficiency and organization of shipments or returns
- Serves as an escalation point of contact for customer complaints and customer service requests by investigating problems, making recommendations, implementing corrective action, and developing solutions to increase customer satisfaction
- Continuous support and documentation of potential leads, sales opportunities, and dealer profile updates in CRM database
- Actively leads Process Improvement projects and the timely completion as assigned by the members of the Leadership team.
- Services active accounts, obtain orders and establish new accounts by planning and organizing daily work schedule
- Enters orders in an efficient and accurate manner, issue returns and credits accurately
- Provides accurate product lead-time information to customers, and provide order ship date and details to customers
- Expedites customer orders with Operations Department and/or Shipping Department
- Applies understanding of customer’s business needs to establish solid customer relationships, proactive communication and facilitate problem solving among the team.
- Ensures monthly, quarterly, and yearly reporting for sales functions, and other reporting requested throughout the organization.
- Interface with Sales and Marketing to develop technical material for the field.
- Provide product information and pricing to customer service, field sales, and sales management.
- Other duties as assigned
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must possess leadership competencies to exhibit confidence in self and others, can inspire and motivate others to perform well, and influences actions and opinions of others.
Supervisory Duties
Manages a team of Customer Service Associates and additional administrative staff members.
Education and/or Experience
A two-year degree in a related area is required; a Bachelor’s Degree in Marketing or Sales Management is preferred.
Three to five years’ experience in a customer interaction role is required.
Strong technical skills preferred.
If you're ready for the next step in your career, make sure to apply now or submit your resume to McKenzie McGranor at mckenzie.mcgranor@gogpac.com. For a confidential conversation, please call McKenzie directly at 605-705-4018
Salary : $50,000 - $65,000
