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Hayes Company LLC
Customer Service Representative IIHayes Company LLC • Mesquite, TX, US
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Customer Service Representative II

Customer Service Representative II

Hayes Company LLC • Mesquite, TX, US
30+ days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Position Summary:

The Customer Service Representative II is an expert-level role designed for high-performing professionals who manage the company's most complex or strategic National Accounts. This position involves not only executing daily service tasks but also driving strategic initiatives, analyzing high-level data, and serving as a team lead. The CSR II acts as a subject matter expert, handling escalations that cannot be resolved at the Tier I levels and mentoring junior staff.

Essential Duties and Responsibilities:

  • Strategic Account Leadership:
    • Serve as the lead point of contact for National Accounts or large-scale clients, managing complex program rollouts, cross-docking projects, and supply chain integration.
    • Lead Quarterly Business Reviews (QBRs) and strategic planning meetings with key clients to drive satisfaction and retention.
    • Proactivelyidentifyrisks in the supply chain or service delivery and develop contingency plans to mitigate customer impact.
  • Advanced Analysis & Escalation:
    • Handle high-level escalations and critical issues, resolving problems that fall outside standard policies or procedures.
    • Analyze complex data sets to provide actionable insights to leadership and clients regarding inventory trends, cost-to-serve, and service level agreements (SLAs).
    • Monitor and control budgets for assigned customer projects, ensuring costobjectivesare met.
  • Mentorship & Process Improvement:
    • Serve as a mentor and trainer for Customer Service Representatives I, providing guidance on complex systems and difficult customer interactions.
    • Partner with Business Excellence and Operations toidentifyprocess gaps and implement system enhancements (e.g., WMS upgrades, new SOPs).
    • Assist the Customer Service Manager with special projects, team scheduling, and workflow planning.

Required Qualifications:

  • High School Diploma or GED required;Bachelor’sdegree preferred but notrequired.
  • 4+ years of progressive experience in customer service management,logisticscoordination, or account management.
  • Deep knowledge of warehousing operations, inventory control, and supply chainlogistics.
  • Demonstrated experience managing complex projects, National Accounts, or serving in ateamlead capacity.
  • Advancedproficiencyin data analysis, reporting tools (Excel, Tableau), and WMS/CRM systems.
  • Exceptional leadership, conflict resolution, and strategic thinking capabilities.

Physical Demands:

  • Ability to sit, stand, and walk for extended periods.
  • Regular use ofcomputer,phone, and office equipment.
  • Occasionallylift and move up to15lbs.

Work Environment:

  • This joboperatesin an office environment with occasional visits to warehouseenvironmentswhere the employee could be exposed to varying temperatures and a higher level of noise.
  • Requires the ability to adapt to a fast-paced, dynamic work environment with shifting priorities.

Travel Requirements:

  • Regular travel will be required for project oversight, meetings, and site visits (up to10% of the time).

Equipment Used:

  • Standard office equipment such as computers, printers, phones, and scanners.
  • Proficiency with business software including Microsoft Office Suite, CRM systems, and project management tools is essential.

Supervisory Responsibilities:

  • This position has no direct supervisory responsibilities.

Benefits Offered:

  • Medical/Dental/Vision Insurance- First of the month after 30 days of employment
  • 401K with company match
  • PTO and Holiday eligibility on the date of hire
  • Weekly Pay
  • Full Grant Tuition & Tuition Reimbursement
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Customer Service Representative II • Mesquite, TX, US

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