| Job Description : |
Seeking a Team Lead of Customer Service to support and ensure smooth running of the Customer Service Department, assisting with customer support and interfacing with various internal departments including Sales, Accounting, Shipping and Manufacturing.Key Responsibilities:Act in lead capacity under direction of Manager, Customer Service. Monitor reps, ensure phone coverage and questions answered, provide guidance and feedback, but is not direct supervisor.Collaborate with Sales, Shipping, Accounting, R&D, Quality and other departments as needed to resolve customer issues and escalated technical or quality issues: 30%Input and ensure correct processing of orders submitted via phone, email, E-commerce, live chat, and fax: 20%Assist Customer Service Representatives with customer and order issues, providing guidance on how to handle in the future: 15%Assist customers via phone and email with questions regarding products, pricing, order details and first level technical assistance: 10%Invoice orders and prepare/send paper and email invoices to customers: 5%Act in lead capacity by monitoring Customer Service Rep performance, reporting any training opportunities or gaps in skill to Manager, Customer Service in a timely manner: 5%Develop training materials and conduct training sessions and onboarding for Customer Service Representatives across family of businesses: 5%Support OEM business and key accounts providing white glove service and acts as a “go-between” for the customer and manufacturing planning. Serve as liaison between manufacturing and the customer: 5%Assist the Customer Service Manager in executing capacity building, service improvement, and compliance projects on an as directed basis: 5%Ensure compliance with and/or follows all organizational systems, programs, training, policies, and procedures as required and complies with relevant legal mandates. Seeks guidance as necessary.Start: ASAPDuration: Full-time position with benefitsLocation: Camarillo, CA (100% onsite position)Requirements:Bachelor’s degree preferred1-3 years of related customer support experienceExperience with customer database software, i.e. MS Navision (Microsoft Dynamics NAV)Intermediate knowledge of Microsoft Office and Adobe AcrobatKeywords: call center customer service, CSR, Customer Service Manager, Manager Customer Success, Customer Success Manager, Client Services Manager, Customer Services Director, Customer Success Management, contact center, customer engagement, engagement manager, client engagement, Customer Service SupervisorJob Type: Full-timePay: $62,000.00 – $75,000.00 per yearBenefits:401(k)Dental insuranceHealth insuranceLife insuranceVision insuranceSchedule:8 hour shiftMonday to FridayAbility to commute/relocate:Camarillo, CA 93012: Reliably commute or planning to relocate before starting work (Required)Work Location: One location |
