Customer Service Lead

Customer Service Representative Team Leader

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 :

• 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 :

Required Education and Experience :