Customer Service Lead

Customer Service Lead

Customer Service Lead



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Overview


Job Code:Customer Service Lead

City:Burnsville

State:MN

Country:United States of America

Description


PRIMARY OBJECTIVE OF POSITION:

To assist the supervisory team and coordinate assigned customer service functions in a manner which will ensure that customer service and related activities are performed in a professional, courteous, reliable and results-oriented manner.
MAJOR AREAS OF ACCOUNTABILITY:
1. Coordinates assigned customer service functions and personnel under the guidance and direction of the customer service management team by answering questions from employees on products and procedures, by providing technical expertise as necessary and by providing customer service phone coverage when needed.
2. Assists in ensuring adequate telephone coverage throughout all business hours.

3. Assists in training and monitoring performance of customer service employees and offers input to customer service management team on the level of performance for annual reviews and any necessary corrective actions.
4. Participates in the recruiting process by conducting interviews as requested by customer service management team.

5. Ensures that customer service representatives continually promote the quality and services advantages of Company products, portray a professional image, and are dedicated to providing a high level of customer satisfaction.

6. Monitors calls and mail to ensure customers are assisted in a professional and responsive manner so customer issues are resolved.

7. Remains informed on all new and existing products carried by the Company by studying Company catalogs, regularly reading Company product memos and sales marketing notes, vendor bulletins, announcements, other appropriate material and attending seminars as scheduled.

8. Assists department management in meetings, focus groups and individual sessions regarding departmental concerns and provides ideas for improvement to improve customer satisfaction.

9. Handles all types of customer correspondence in a professional and efficient manner.
10. Positively promotes and ensures the highest level of customer satisfaction.
11. Participates in all events deemed necessary by the Company such as sales meetings and trade shows.
12. Keeps supervisor informed of important developments, potential problems and related information necessary for effective management.
13. Performs related work as apparent or assigned.

Minimum Requirements

QUALIFICATIONS FOR ENTRY:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• High school education or equivalent, plus at least one year of college or related technical training preferred.
• 1-3 years of customer service, sales or related experience.

• 1-3 years experience as a Northern Tool + Equipment customer service or technical support representative.
• Ability to lead, direct and assign daily workload.
• Self-motivated and able to work under pressure.
• Knowledge of light industrial products and hydraulics.
• Mechanical aptitude preferred.
• Clear, concise and pleasant voice. Good enunciation and telephone manner.
• Ability to communicate effectively, both orally and in writing with a wide variety of customers, Company personnel and others.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Frequently required to sit, use hands to handle objects and talk or hear.
• Frequent wrist and/or hand movement is required.
• Occasionally required to stand, walk and reach with hands and arms.
• Must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision, distant vision and the ability to adjust focus.
SUPERVISION OF OTHERS:
None
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