Customer Service Lead jobs in Fairfield, CT

Lead Customer service reps Levels 1 and 2 to consistently maintain superior service to our customers. Areas of focus include timeliness, accuracy of information, and adherence to core service values. Work closely with customer service supervisor to manage resources and maximize performance. Assist with approvals and backorder management to keep orders moving in a timely manner.

-Lead and train CSR1s and CSR2s in their respective roles. Communicate objectives and review progress throughout the year.

-Conduct yearly performance appraisals in accordance with Human Resources timeline. If necessary, implement performance improvement plans for employees with below target performance.

-Establish annual goals for employees to support departmental goals.

-Review and approve timecards and time management for employees.

-Route and provide approval based on signature matrix for credits/debits and returns.

-Provide service value reviews for CSR levels 1 and 2 based on call and email interactions.

-Assist with implementing process improvements to improve productivity.

-Assist with monitoring service metrics throughout the day - be available to help in queues.

-Handle incoming calls from TMs, DMs, distributors, agent, warehouse and plant production personnel.

-Be the next step of escalation if needed.

-Provide timely, value -added solutions to service issues.

-Provide reliable, prompt and courteous communications to internal and external customers.

-Provide mid-month and monthly CSR volume reports to Supervisor.

-Communicate any obstacles and suggestions for how to overcome to Supervisor.

-Assist with backorder management to ensure customer orders are shipping in a timely manner. Work with SAP and Power BI to extract and analyze data and update orders as needed.

-Monitor internal controls and assist with internal and external audit. Ensure controls and procedures are followed and communicate any concerns to Management.

-Perform other related duties necessary to accomplish job objectives in an efficient and effective manner.

-Bachelors Degree preferred

-2 years previous supervisory experience required

-Excellent communication skills

-SAP knowledge preferred

-Microsoft Excel knowledge preferred

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