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Customer Service Lead
Customer Service LeadCustoms Goods LLC • Los Angeles, CA, US
Customer Service Lead

Customer Service Lead

Customs Goods LLC • Los Angeles, CA, US
19 hours ago
Job type
  • Full-time
  • Quick Apply
Job description

Summary / Objective :

  • This individual is responsible for the coaching and development of the customer service team for continuous improvement in their overall performance.
  • Directly manages a limited number of key accounts.
  • Accountable for adhering to and promoting company core values by performing duties in a manner that is consistent with being a team leader and driving customer service principles while supporting the continued growth of the company.

Essential Functions :

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Responsible for supporting the operation, including, but not limited to the following activities :

  • Participates in hiring entry-level customer service employees.
  • Trains new employees in the company’s customer service policies, procedures, and best practices.
  • Organizes and oversees the schedules and work of assigned staff.
  • Conducts performance evaluations that are timely and constructive.
  • Handles discipline and termination of employees as needed and in accordance with company policy.
  • Lead CSR team to ensure orders are received into the Trinium system, check on port availability, identify & alert the team if there are any issues, process orders and ensure information is relayed to the customers via the system Train, lead and mentor a team of CSRs.
  • Set priorities for the team to ensure task completion and performance goals are met.
  • Develop written protocols and processes (SOPs) for the team to follow.
  • Make sure the profiles are set Correctly with regards to free time both at port and out.
  • Process orders, modifications, and information flow.
  • Manage large amounts of incoming calls Answer customer questions (typically via the CSR team).
  • Work with Ocean Terminals to ensure container problems are addressed and that information is recorded correctly in the system.
  • Provide documentation as needed for accounting to properly process or dispute charges Provides motivational and developmental leadership to the customer service team on a daily basis to enhance overall performance.
  • Drives and facilitates the order fulfillment process in a manner that creates customer intimacy and builds and maintains positive, effective relationships with customers.
  • Maximize efficiency through the roll out of system driven solutions to minimize the opportunity for manual mistakes – Push for uploads and EDI set ups.
  • Monitors and analyzes quote efficiency, and quote conversion as well as adherence to margin guidelines.
  • Communicates and ensures that standard operating procedures and established company guidelines are being followed consistently within the customer service function.
  • Serves as an interdepartmental liaison between customer service, warehouse, delivery, sales and Senior Management in order to resolve customer related issues while enhancing organizational efficiency.
  • Drives and monitors service standards, continuously pursues improved customer satisfaction.
  • Develops, refines, and implements Customer Service procedures and policies to ensure adherence to company guidelines.
  • Monitor Unfinished transactions and manage transaction status to ensure system reflects real life timely.
  • Performing additional duties where needed.

    • Core Behaviors :

  • Servant Leadership Passion for Excellence Integrity Resilient Intense Safety Focus Trust Required Education and Experience High school diploma or GED and over two years’ related experience.
  • Experience in trucking environment is preferred.
  • Knowledge of Transportation Management Systems (TMS) preferably Trinium.
  • Knowledge of Microsoft Office / Outlook / Excel.
  • Have excellent oral and written communication skills Excellent data entry skills.
  • Ability to pay close attention to detail for typing, filing, sorting, and proofing.
  • Must be able to be professional at all time and flexible with changing situations.
  • Must be able to communicate effectively orally and in writing Upholds organizational values   Powered by JazzHR
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    Customer Service Lead • Los Angeles, CA, US

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