Position Summary:
The Customer Service Lead is responsible for general customer servicing of clients as they mail/call/fax to place, expedite or change orders and to follow procedures and embrace new technologies.
Qualifications Required:
· Ability to communicate effectively with people at all levels of the organization
· 3-5 years of customer service experience
· Basic mathematical functions such as counting, multiplying, dividing, adding and subtracting
· Reading and comprehension skills
· Experience in office procedures
· PC experience
· Personal and telephone etiquette
· Organizational skills and maintain good attendance
· Alert to spot problems that require a Supervisor’s attention
· Self-motivated team player with a positive attitude
Responsibilities:
· Treat all internal and external contacts with uncompromising respect and integrity under all circumstances.
· Assist in the development, training, and motivation of the CS Team to acquire maximum efficiency, productivity and cooperation.
· Participate in the interview process and selection of new employees.
· Assist supervisor with the training of new employees, including an overview of the company, products and services.
· Assist with training on EVCO System Software, the Databank, Plantstar, MS Excel and MS Word.
· Assist with training on service level standards, policies and procedures as it relates to the customer.
· Provide guidance with organization skills and problem-solving techniques.
· Offer assistance with writing e-mails, phone & meeting etiquette as well as face to face interactions.
· Provide direction in establishing customer guidelines.
· Assist supervisor in the creation of new Client Guidelines as well as review existing guidelines to ensure that they are up to date and accurate.
· Assist in the startup of new customers for the CS Team.
· Attend customer sponsored training sessions to ensure that EVCO understands their expectations as it relates to orders and service.
· Set priorities, meet deadlines and exercise judgment regarding completion of tasks.
· Maintain confidentiality, exercise diplomacy and uphold a high degree of professionalism.
· Follow company safety procedures to ensure your safety as well as the safety of others.
· General housekeeping to keep the work area and plant clean.
· Perform other duties as assigned.
Position descriptions are not intended to be and should not be construed to be a complete list of all the duties and responsibilities performed by incumbents. Duties, responsibilities and expectations may be added, deleted or modified at any time at the discretion of the supervisor.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Tuition reimbursement
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
Work Location: In person