Customer Service Lead jobs in Beaverton, OR

Description

Job Summary:

Rogers is seeking an organized and customer service-oriented individual with some customer service experience and leadership skill to join our team as a Customer Service Lead. This customer service lead position at Rogers Machinery is responsible to provide first class care and assistance to our customers who need aftermarket parts sales support.

Essential Job Duties:

· Maintains a calm, professional, image upholding, and ambassador like approach to all correspondences whether internal or external.

· Leads the customer service group to ensure that customer request for quotes are responded to in a timely and diligent manner and will maintain or better a 95% on-time response rate.

· Creates the necessary sales orders, and or work orders, in the ERP system to drive aftermarket parts shipments in support of parts sales.

· Completes the necessary research and analysis to problem solve for any customer challenges and responds back to the customer with appropriate and timely solutions.

· Leads root cause and urgent corrective action to solve any customer complaints or disputes.

· Takes ownership of the RMC/Customer relationship and manages the applicable parts sales customer accounts in the most efficient and effective way.

· Collaboratively works across all applicable RMC departments to effectively support our customers including other RMC branches nationwide, Engineering, Quality, Program Management, Regional Sales Management, Accounting, Production, and AT. Example: Works with RMC Accounting to resolve any parts sales financial challenges such as billing problems, or customers who are on credit hold at the time or order.

· Manages customer feedback and shares that information internally where appropriate.

· This lead position will think more strategically and find ways to increase parts sales opportunities.

· Manages department metrics related to quote responses and on-time delivery of part sales to customers.

Additional Job Duties:

· Will manage small individual departmental projects.

· Coordinates product and service information in response to customer inquiries.

· Maintains parts sales customer records.

· Ensures compliance with company policies and procedures.

· Understands the need for and can apply the correct sense of urgency for several types of customer demands.

Physical Demands:

· Must be able to lift up to fifty pounds.

· Able to sit at a desk and work with a computer and be on the phone for prolonged periods of time.

Required Qualifications:

· High school diploma or equivalent GED.

· 3 to 5 years of prior customer service experience and/or prior Rogers Machinery production experience.

Preferred Qualifications:

· Bachelor’s degree in a business-related field preferred or a combination of education and related experience.

Required skills:

· Detailed communication and experience with managing the correct sense of urgency.

· Organized planning with an ability to think critically.

· Sets and example for proper customer service.

· Strong ability to work under high pressure with upset customers to diffuse difficult situations and ensure acceptable and more urgent solutions are found.

· Effective negotiation strategy.

· Working knowledge of MS office products.

· Ability to manage multiple priorities and work well under internal and external pressure with short deadlines.

· Multi-tasking talent.

Preferred Skills:

· Knowledge in mechanical, plumbing and/or electrical trades.

· Prior customer service experience.

· Prior Rogers Machinery production experience.

· Smartsheet prior usage.

· Being able to reason and solve practical problems while dealing with a variety of issues.

· Experience with problem definition, data collection, facts establishment, and conclusion/solution development as part of a root cause and corrective action methodology.