What are the responsibilities and job description for the Customer Service Team Lead position at Promotional Designs, Inc.?
Customer Service Team Lead
Job Summary:
The Customer Service Team Lead for Promotional Designs is in charge of the Customer Service Department and interacts with all areas of the company in addition to clients. Reporting to the General Manager (GM), this position ensures that the customer service team’s interactions and orders with customers continue to maintain our high standards that help Promotional Designs offer world class service. Attention to detail, multi-tasking ability, excellent organizational skills are a must. The ideal candidate will need to be able to retain various product/program knowledge and maintain a positive attitude to help foster an exceptional team environment.
Primary Duties:
- Being a Customer Service Team Lead, you will lead the day to day operations within a team of Customer Service Representatives; you will monitor/interact with the daily workload of team members, you will also interact with most departments, including Sales · Responsible to identify systems and workflow improvements that should directly result in efficiency within the CS team as well as impact various departments · Respond to and resolve escalated issues and/or unique, complex needs · Additionally, Customer Service Team Lead may be required to train and provide direct support to the CS team; you may also be authorized to approve special adjustments or exceptions for customers
- Working with the leadership team, responsible for developing and implementing effective and measurable department policies, goals, and procedures
- Performs personnel functions such as interviewing, training, or evaluations
- Drives team efficiency through analysis of orders to effectively balance the workload as needed
- Ensures sales team’s orders are entered efficiently and accurately so they can be passed to downstream departments through team accountability
- Manages order entry and follow up across two industry specific platforms – ASI and Facilis
- Work with informational/analytical reporting, ensure the team is following up on all open orders
Requirements:
- Attention to Detail
- Proactive, problem solving/critical thinking skills
- Outstanding Communication Skills
- Excellent written and verbal communication skills
- Adaptability
- Effective Listening
- Time Management - High levels of organization skills with multiple priorities
- Professional appearance, dependability and flexibility
- Minimum 2 years’ experience managing team of at least 4 people require
- Minimum 3 years’ experience in customer service environment required
- Associates degree or equivalent experience required
- Strong computer skills with PC, MS Office, and web based applications
Job Type: Full-time
Pay: $45,000.00 - $53,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Green Bay, WI 54304: Reliably commute or planning to relocate before starting work (Required)
Work Location: One location